IT Director
Ericsson AB
Total years of experience :24 years, 10 Months
Lead IT teams to deliver IT services (Infrastructure, Applications, ITSM, Service Desk, NOC, EUS) to the telecom operator (Mobily). Accountable for services KPIs and SLAs in front of client and on cost efficiency in front of Ericsson. Manage different teams onsite and offshore.
Achievements:
• Negotiated Main Contract with the client regarding different schedules; SoW, SLA/KPIs, BCP/DRP, Contract change procedures, Benchmarking, etc.
• Signed off subcontracts with three main vendors to handle certain scope of work in three different areas.
• Kicked off transformation plan to tackle main issues in Hiring, competency issues, process, tools, automation, etc. (In progress)
• Improved Order processing (90% within 1 min)
• Improved bill cycle (One day bill cycle)
Setup a startup company that provides Technology services. Created business line to provide state-of-art solution to the customers to automate their work and operations end-to-end, this includes CRM, POS, Inventory Management, Cash Management, Accounting Payable and Receivables, ERP and HR. The objective is to provide one-stop-shop solution (Expand as you grow) with high quality and low cost using Odoo solution; an open source framework.
Provides consultancy services and represents clients for sourcing/negotiation activities related to technology solutions and items.
Currently, work in progress to establish a new Fintech joint venture to provide cashless payment solutions in Saudi and Bahrain with the aim to expand on GCC.
Achievements:
• Implemented, installed and maintained full Odoo Suite for a company that has different branches in the Arab world.
• Revamped and transformed IT department for one of famous companies in Saudi Arabia in Khobar.
• Signed partnerships with well-established companies in the region (SIS, TechnoTown and Assr Al Jawwal) to cooperate and exchange experiences in providing state-of-art solutions to the customers.
• Created new business line of wholesales trading with famous brands like Anker.
• Working on number of opportunities to revamp the business processes and implement Odoo.
Reporting to Head of IT department with accountability for KPIs related to IT applications design, development, implementation and administration. Managing a team, consists of VIVA staffs and Managed Services resources, that responsible for handling the development, Quality Assurance, administration and operations of services and Telecom OSS/BSS applications; CRM, POS, Billing, Mediation, Middleware, Order Management, RAFMS, BI/DWH, etc.
Achievement:
o Assessed and reviewed the IT stack design and architecture. Developed plan to rectify the limitations of the design. The plan, currently, is under implementation.
o Integrated POS with CRM. (example of improvement obtained: decreased the service time for one order from 5-7 minutes to 1 minute).
o valuated RAFMS solutions to choose the best fit for VIVA.
o Evaluated Converged Billing System solutions and chose a solution/vendor to fit VIVA Bahrain requirements. The project kicked off and in progress.
o Transforming BI/DWH platform. (In progress)
o Automated the dunning process.
o Automated MSISDN recycling process.
o Built and put in place the release management process.
o Built and put in place the demand/SDLC management process.
o Built IT Governance model for the department.
o Revamped the Incident, problem and change management processes.
o Part of the team who developed the Business Continuity plan for the company.
o Designed, developed and implemented the integration with LTE Network nodes at the level of the provisioning and mediation.
o Designed and implemented the audit mechanism in SIEBEL out of the box.
o Built an onsite centralized software code repository.
o Built and revamped the non-production environments to have efficient and short development life cycle. The work is still in progress.
o Developed offshoring plan for the managed services team (Not executed due to MS swap).
Accountable for KPIs related to applications, RA, business requirements and customer satisfaction. Managing a team of 70+ (onsite and offshore) responsible for handling the development and administration of critical mission applications like: website, Billing, CRM, Mediation, online and offline charging, VAS, ERP, EA and EAI systems.
Achievement:
o Established mobily IT department and systems in the following areas:
- Payment GW and Channels: ePayment, mPayment, CRM...
- Mobily Website (ePortal solution) http://www.mobily.com.sa
- Systems Integration (EAI)
- CRM & Billing systems (SIEBEL 7.7 and 8.1, SIEBEL analytics, IBM WebSphere AS/WPS, BRM 7.0, In-house developed CRM)
- Mediation, Provisioning, VAS services and SIM/Device Management.
o IT Empowerment and Support for Customer Care: increased the percentage of E2E customer complaints handling by customer care team to 90%.
o Launched Data Services; WiMAX, DIA, PL, IPVPN, etc.
o Systems re-engineering, migration and upgrade. This includes but not limited to:
- Payment GW Upgrade: 50% performance increase.
- BRM Expansion: 40% performance increase in Bill cycle, rating, roaming processing and provisioning.
- SIEBEL Migration and Upgrade from 7.7 to 8.1: Availability reached 95%. 30% performance increase. Has the latest platform.
- ePortal Migration and Upgrade from 5.1 to 6.1: Availability reached 99%.
- OTA Migration and Upgrade: ROI increased by 40%.
o Applications Disaster Recovery.
o Built and maintained strong relationship with Customers/Business Users
o Enhanced the overall performance and availability of IT systems: 25% operational efficiency increase and 20% operating cost decrease.
o Built IT internal and external Operational processes.
o Built an offshore development and operations team.
o Key participant in IT transformation projects:
- SIEBEL Analytics
- BRM
- Number Management System
- Service Fulfillment
- Online/offline Mediation
- EAI
Remit: Responsible to design, develop, support, administrate and project manage Value Added Services products (SMS, WAP, MMS and GPRS). Responsible for performing UAT on new products and upgrades with vendors.
Achievement: Developed VAS services like: CallMe, SMS Broadcast and Content Provider services provisioning (revenue generation services). Project managed the Virtual SMSC project.
Remit: responsible to develop, administer and projects manage services to the company’s clients which includes site visit, analysis and designs. Also, to offer post-implementation managed services by operating and maintaining the systems with expected quality and leading a team of engineers and technicians. Services and solutions are like: Attendance, POS, Security and Printshop.
Achievement: Delivered e-dirham project (UAE e-government project). Commissioned Attendance Systems. Managed service of ID Health care system.
Remit: Reported to the Regional Sales Manager to analyze customers’ needs and advise the appropriate solution and product. Also, to process customer orders and liaise with production and logistics departments to ensure on-time deliveries.
Achievement: closed deals with important customers and sold the products within the agreed target.
Remit: Responsible to install and program Ericsson PBX systems for some clients. Reported to the Business Development Manager.
Achievement: Gained technical experience of dealing with telecom & electronic systems such as PBX, security systems and access control. Dealt with over 3 customers on a daily basis to maintain and administer the services sold.
It is similar to MBA but with more focus to elevate the management skills for the technical people..
Took onsite and hands on training in Microsoft applications and CCNA...