Section Head Performance & Service Quality Management
Mobily
مجموع سنوات الخبرة :21 years, 11 أشهر
Roles and Responsibilities:
- Managing performance vendor management for many Domains (MW, PTP, PMP, WiFi, VAS, DPI, PS Core, IGW, MPLS "Core & Seamless", FTTx, SNFN, EDN & Lebara Service).
- Managing Automation for Performance Functions.
- Creating, Establishing, Enhancing & Maintaining of Performance & Capacity Managements KPIs, Reporting, Escalation & Monitoring Functionality.
- Special Events Management
- Cost Optimization
- Contribution in Tendering Processes
- Managing CITC Requirements.
- Establishing, Enhancing & Maintaining Tracking Mechanism for Performance & Capacity Management Escalated Issues.
Achievement Milestones:
- Established tracking mechanism for the domains.
- Network risk highlighting.
- Report Automation
- Reduced Capex Cost by focusing on most painful performance escalated issues
- Created Dashboards.
- Managed CITC Portal.
- Managed CITC Special Events requirement.
- Managed CITC Crisis & Disaster Center Reporting Process.
- CITC Crisis & Disaster Center Team Management.
- Identify the rules and regulations of all related activities according to the section requirement in order to maintain the required company KPI with the required standard practices and procedures.
- Managed Capacity Monitoring, tracking & reporting for FTTX Multi-Services platforms.
- Enhanced Capacity Management Process.
- Analyzed all network bottleneck issues and escalated to concern teams.
- Analyzed all database related to Network Infrastructure & Siebel CRM & OSS to capture all variance among them.
- Optimized cost of operations for service delivery by optimizing network assets.
• Managed and leaded sales partners for FTTx and study their sales performance and analyzing all service requests.
• Contributed in Service development by providing all obstacles and solution for FTTx customers in SME.
• Analyzed all sales service requests for SME customers and classifying all issues and discuss it with the concerned teams (technical or marketing teams) to provide best practice solution for each issue.
• Contributed in improvements of procedures and processes between department and other relevant groups for related to roles played in department and create the required OLAs
• Coordinated with the Product Management & Marketing General Directorate as well as Procurement and Support Services Sector and sales partners to manage all supply chain operations of sourced devices and also manages supply chain operations of SIM cards.
• Managed the supply, demand and distribution of SIM cards and devices across sales channels.
• Managed activation of new SIM cards and coordinated with the Network Sector to handle any SIM card activation issues.
• Provided support for issuing numbers and manages the range of numbers issued.
• Ensured adherence to set quality guidelines and parameters for the Supply Chain Operations Section and takes necessary action to rectify any deviations.
• Defined goals and key performance indicators for each member of the team and ensures effective application of the STC performance management process.
• Directed planning and selection of manpower in the Supply Chain Operations Section, in line with the business and operational plans.
•Contribute to the improvement of procedures and processes between Fiber to the (Home, Business, ...) "FTTx" Section and other relevant groups and the creation of OLAs
•Create a best-practice network acceptance test
•Provide New Ports handover from Network to Enterprise Business Unit "EBU" Sales department
•Collect subscribers’ lists from Copper to FTTx Migration and EBU Sales
•Provide EBU FTTx reports (scheduled and ad-hoc reports)
•Develop KPIs for FTTx
•Identify FTTx problems & obstacles that delayed handover progress and report them to Service Review Committee for Investigation
•Manage FTTx data and cleans up all its data
•Develop a career development plan for FTTx PATing and reporting staff: stating the training, skills, tools and incentives required.
•Provide logistic support for FTTx NOC section
•Periodically review IT & Automated System requirements and coordinate with IT & NSS to meet these requirements.
Mobile Core Network Performance Section:
• Conduct Real time, near real-time, mid-term Mobile Core Network performance
• Establish needed KPIs to monitor Mobile Core network elements performance
• Produce Mobile Core Performance Reports.
• Coordinate with related departments to formulate KPI equations
• Analyze Mobile Core Performance and highlight performance abnormalities / degradation to related group via trouble ticketing system (RTTS).
• Coordinate with related departments to establish Alarming thresholds for Mobile Core Performance.
• Monitor Special Events performance 24/7 and update the related departments.
Provide Support to Reporting team.
• Monitor signaling Performance and generate reports.
Mobile Performance Reporting & Support Section:
• Provide Mobile Network Performance reports (scheduled and ad-hoc reports)
• Develop Mobile Network Performance combined KPIs
• Identify mobile performance that did not meet objectives and report to Service Review Committee for Investigation
• Publish Mobile Network Performance corrective action and recommendations
• Manage performance data
• Analyze QoE (Quality of Experience)
• Identify and establish mobile performance processes, procedures and templates.
• Initiate, plan, execute and control mobile performance communication management plan
• Develop a career development plan for performance staff stating the training, skills, tools and incentives required.
• Provide logistic support for all Mobile Performance
• Respond to all official queries & complaints
• Contribute improvements of procedures and processes between Mobile Performance and other relevant groups.
• Periodically review IT & Automated System requirements and coordinate with Professional Services to meet the requirement.
•Specify main KPIs objectives for mobile network to meet STC Quality of Service requirement
•Develop processes and procedures.
•Develop Service Level Agreement (SLA).
•Ensure data accuracy and timely issuance of Mobile performance reports
•Process and ensure the issuance of reports for special events (Hajj, Ramadan, …)
•Direct team to Integrate mobile performance data into the Performance Tool.
•Assign work responsibilities
•Implement, control and monitor staff development management plan.
•Interact with external entities
•Develop and study Network performance management optimal solutions to reduce OPEX
• Supervising cabling team,
• Installing and configuring of Cisco switches & routers,
• Installing and configuring wireless equipments,
• Supervising, implementing and controlling projects.
• Worked in many projects such as: Riyad Bank - King Abdulaziz University - STC - Abdullatif Jameel Group - Amintit - Ministers Council - Saudi Airlines - Saudi Japanese Automobile High Institute.