SOC Quality Assurance Manager
Huawei Saudi Arabia
Total years of experience :19 years, 7 Months
• Ensure and establish SOC SOPs
• Reviewing and keeping the processes up to date and highlighting any violations with corrective actions
• Develop WLAs with other interfaces
• Making staff and overall department assessment and advising improvement plans
• Managing SOC deliverables
• Tracking on going activities in SOC and ensuring their follow up by their owners
• Supervising SOC SLAs and KPIs
• Created business requirement documents for digital community
• Developed processes and procedures documents
• Coordinate with system development teams for implementation
• Designed governance framework to manage and control the DC setup
• Designed brand playbook for DC
• Created training courses for community members
•Provisioning of network elements, over a 24x7 basis which includes functions of change, fault and crisis management
•Plan and assign activities that will continuously contribute to improving network KPIs.
•Recommend changes to existing procedures and processes
•Escalating incidents and events that impact services.
•Organize planned work and assist related departments in implementing network wide changes.
•Analyze and study features, systems and services available in the telecom market and provide necessary recommendations
•Manage Resources for 24x7 network monitoring and field support
•Generating multiple reports for ZTE and STC management
•SLA Control and management
•Managing FO, CM and OSS staff for STC project
•Developing process and documentation for the Change and Control Management function of ZTE NOC
•Managing Preventive and Corrective actions in the network
•Controlling and managing all network related planned and emergency change requests
•Coordinating with different stakeholders from both vendor and operator for approval of the MDTs and TCNs
•Tracking performance of effected network after the activities through performance teams and taking actions accordingly
•Keeping an eye on the NOC internal performance through agreed SLAs and giving necessary advises where required for performance improvement, resource optimization and scope enhancement
•Monitor SLA exceeds on daily basis
•Making Proof of Delivery (POD) for NOC responsibilities
•Preparation of SLA Certificate, Data Validation, Penalty calculation & Exclusions
•Doing team audit and quality check on daily basis and advising on performance improvements where required
•RTTS Administration
•Root Cause Analysis of NSN network
• Leadership and Management of the Shift teams including shift scheduling/handover
• Trouble Ticket, FM and Dispatch team quality monitoring by analysing Network Unavailability(NUR) and Mean Time To Respond/Restore (MTTR)
• Ensure FM engineers are available during the shift for all technologies to be monitored.
• Coach and develop the specific Shift FM team
• Ensure escalation management and technical support
• Manage escalations as required and is active member during fault resolution
• Liaise with Customer Operations organisations on duty during the shift, regarding Network outages
• Liaise with subcontractors in charge of fault resolution
• Ensure end-end support, coordination and control of assigned Trouble Tickets
• Provide reports for service outages and recommends follow up actions
• Review TT reports against SLA/OLA and recommends follow up actions
•Provide major service outage investigations and follow up
• Ensure planned outages are carried out in maintenance window
•Act as shift incharge of approximately 13 members team performing 24x7 alarm supervision and comprising of multi vendor, multi technology areas including BSS, TXN, CORE, IN/VAS and rotate as per duty roster
•Make sure all issues are reported in a timely and proactive manner and escalated to relevant channels and CS interfaces as and when required
•Make sure 1st level trouble analysis being done by teams and take immediate
corrective action to resolve issues wherever possible
•Ensure that pending issues are forwarded to domain specific level-2 teams as per SLA
•Participate due role in fault reduction plans and improving operational efficiencies by getting maximum throughput
•Prepare shift summary report and facilitate a smooth handover at time of shift
transition
•Participate in outage review meetings internal to NOC
•Liaise with peer managers / team leads in other groups and ensure that information isforwarded to them in a seamless manner
•Prepare weekly / monthly progress review reports and identify key performers as well as weak areas in team
•Act as single POC with management for information forwarding when major problems occurring in the network
•Build a team of engineers capable of smart supervision and arrange rotation plans to ensure maximum employee participation
•Participate in preparation of SOP internal to NOC as well as external interfaces where team coordinates with field engineers and outsourced contractors
•Make and review SMART (Specific, Measurable, Achievable, Realistic, Timely) goals for the team
•Develop, refine, and document NOC policies, processes, procedures, and associated systems requirements and drive their implementation and use
• Manage identification and escalations for all operational events affecting Orange Telecom network based on a ticketing system
• Development, establishment, organization and designing floor plan of NOC as well as its execution
• Ensure the surveillance, organization and motivation of all the team members of the
NOC
• Review and take actions on all the change requests received
• Check the working environment and conditions of employment
• Performing weekly alarm analysis of network and taking appropriate actions
• Recognize training requirements for team members and give coaching where
applicable
•Designed initial processes, SOPs and other documents required for the launch of new NOC
•Involved in the customer meetings for acceptance and testing of NOC procedures and surveillance scenarios
•Defined Process Flows, KPIs and SLAs at different stages
•Developed a temporary ticketing system for NOC
•Prepared different network related reports for Nokia and Zain Management
•Maintenance, escalations and follow up of tickets opened to Managed Services
•Performing weekly alarm analysis of network and taking appropriate actions
•Identifying Problems in the network for permanent fix
•Worked on Nokia 2G and 3G environment
•Trained and managed team for NOC Zain
•Assisted NOC manager regarding NOC project and team development
•Centralized monitoring and remote troubleshooting of network alarms, errors and events allowing for the rapid isolation, diagnosis, and recovery of problems that can impact network services and thus keeping an eye on performance and operational conditions of the network elements
• Network Configuration and parameterization in correspondence with Optimization and Planning Teams to ensure an efficient and optimized network.
• Monitoring network KPIs of GSM and GPRS and taking necessary actions accordingly.
• Script and Macro designing to speed up daily routine jobs
• Developing, maintaining and supervising OML and OPL connectivity of whole Mobilink Network.
• Troubleshooting BSS level issues with the help of the peer departments
• NOC performance monitoring as well as designing SOPs for department with changing trends
• Coordinating with NWD Deployment teams for Network Rollout
• Managing DiTech VED equipment being used for QoS features
• Planning and executing Software Upgrade of the whole Network
• Updating Network templates in coordination with Cell Planning teams
• Coordination with vendor and Project Management team for Mobilink WiMAX project
• Involved in the development of centralized platform for Orascom Telecom through Gamma NetOne
Maintenance and Troubleshooting of Printing Machines of Cerrutti and Rotomec; Lamination Machines of Schiavi and Rotomec; Extrusion Machines of Brampton Engineering; Viscosity Controllers and PLCs.
Project: Automation of Mono-Extrusion machine using Mitsubishi Alpha-Controller/PLC.
I have completed my General MBA from University of Leicester
Grade: A •Served as Head of GIKI Photography Club (Organized GIKI 2nd Photography Competition). •Worked as executive member of Society for Promotion of Student Research (SPSR). ZTE: ZhongXing Telecom Pakistan (Pvt.) Ltd. Internships: Experience: Attended Two-Week Telecom Training. Studied different Telecom technologies and their implementation techniques (Jan-Feb 2003). WorldCALL Wireless (Pvt.) Ltd. Experience: Internship on Cellular Network design and also studied their developing Wireless Local Loop Payphone system (Summer 2001). Hybrid Technics (Pvt.) Ltd. Experience: Internship on Electronic Circuit and PCB designing and also their troubleshooting (Summer 2000). Research Papers: •SeT: Secure e-Transaction (Engineering Industry 2004) •WAP over PHP: A New Look to Wireless Application Protocol (SCONEST 2003) •WAP over GSM: Future of Wireless Application Protocol (WAP) (TechCom 2003) •Information Security on the Networks (GIKITech 2003) •Steganography and Data Security over the Networks (World Telecom Day 2003) •Reconfigurable Wireless Networks (RWN): Making Mobiles more Intelligent (INMIC 2002) •Wireless Telephony and Messaging (WTM): A new security layer in your phone (TechCom 2002 and ISCON 2002) •Investigation of parameters and characteristics of solar panels at different conditions (Russia)
Grade: A
Grade: A