Mohammed Rasheed Alqahs, Section Head Performance & Service Quality Management

Mohammed Rasheed Alqahs

Section Head Performance & Service Quality Management

Mobily

Location
Saudi Arabia - Riyadh
Education
Bachelor's degree, Electronics and Communication Engineering
Experience
21 years, 11 Months

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Work Experience

Total years of experience :21 years, 11 Months

Section Head Performance & Service Quality Management at Mobily
  • Saudi Arabia - Riyadh
  • My current job since November 2017

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.

Fixed Network Operations, Section Head Multi-Play Services Operations at Mobily
  • Saudi Arabia - Jeddah
  • June 2014 to November 2017

- 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.

Supply Chain Manager for Small & Medium Enterprise at Saudi Telecom Company - Stc
  • Saudi Arabia - Riyadh
  • December 2013 to June 2014

• 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.

Fixed Network Operations PAT & Reporting Manager, Enterprise BU at Saudi Telecom Company - Stc
  • Saudi Arabia - Riyadh
  • September 2012 to December 2013

•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 Performance Reporting & Support and Mobile Core Network Performance Manager - Network Sector at Saudi Telecom Company - Stc
  • Saudi Arabia - Riyadh
  • July 2004 to September 2012

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.

Mobile Network Performance Manager (Acting) - Network Sector at Saudi Telecom Company - Stc
  • Saudi Arabia - Riyadh
  • October 2008 to January 2010

•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

Network Engineer at Ebttikar Technology
  • Saudi Arabia
  • June 2002 to July 2004

• 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.

Education

Bachelor's degree, Electronics and Communication Engineering
  • at King Abdulaziz Univercity
  • October 2001

Specialties & Skills

Business Strategy
Business Analysis
Performance Management
Data Management
Vendor Management;
Portfolio & Project Management
Business Strategy
Performance Management & KPI
Microsoft Office
Smart City Strategy
Sales Development
Business Analysis & Development
Supply Chain Management
Data Management & Analysis
Business Intelligence & Development
Information & Communication Technology industry

Languages

Arabic
Expert
English
Expert

Memberships

TM Forum
  • Member
  • November 2009
KPI Library
  • Member
  • January 2009

Training and Certifications

Certified Performance Management Professional (Certificate)
Date Attended:
July 2021
Certified KPI Professional (Certificate)
Date Attended:
December 2020
Project Management Professional (PMP)® (Certificate)
Date Attended:
November 2020
Valid Until:
November 2026
Training Program for GSM Network Engineers (DIPLOMA) (Training)
Training Institute:
Ericsson
Date Attended:
June 2005
WCDMA Air Interface (Training)
Training Institute:
Ericsson
Date Attended:
December 2005
WCDMA Radio Functionality (Training)
Training Institute:
Ericsson
Date Attended:
July 2006
3G System Training (Training)
Training Institute:
Nokia
Date Attended:
July 2006
NIMS PrOptima (Training)
Training Institute:
MYCOM OSI
Date Attended:
February 2008
WCDMA Enhanced Uplink HSUPA (Training)
Training Institute:
Ericsson
Date Attended:
March 2008
WCDMA RAN Performance Management (Training)
Training Institute:
Ericsson
Date Attended:
April 2008
ITIL Foundation Level (Certificate)
Date Attended:
April 2013
Certified Business Operations Professional CBOP (Certificate)
Date Attended:
September 2013

Hobbies

  • Data Science
    Starting the journey of learning in this field as i am interested and hunger to dive deeply in this area.