Senior IT Trasformation Project Manager
Etisalat
Total years of experience :18 years, 6 Months
Managing IT Transformation projects end to end
- Driving solution discussions and activities
- Managing vendors & In-House IT resources
• Projects working on:
➢ Video Surveillance As A Service (VSAAS)
➢ Toll Free platform
➢ Bundling frame work
➢ Clean Pipe (Virtual Firewall)
Managing all IT infrastructure related projects from initiation to closure
- Managing requests for proposals
- Managing technical & commercial evaluation of proposals
- Managing vendors as well as internal IT teams in the scope of projects
• Projects Managed:
➢ New Data center
➢ IP telephony
➢ POS/PC replacements
➢ Managed Print service
➢ WiFi roll out
➢ Network Switches replacement
➢ Queue Management system
➢ MPLS replacement
➢ Time & Attendance system
- Managing customer projects from initiation to hand-over to operations (for different services provided by Orange)
- Securing all needed resources to ensure on time delivery
- Reporting directly to the customer, the project status & scope
- Organizing internal teams and setting priorities
- Reporting any changes to the customer network in CAB meetings and getting needed approvals
- Managing risks and putting risk mitigation plans
- Recording lessons learned
- Handling migrations and coordinating UAT internally and with the customer
- Managing hand-over to operations process with operations teams & making sure it is with high quality.
- Tracking revenue after each project
- Gather business and user requirements from different teams with impact in systems, tools, interfaces, business interlocks and processes, procedures and working instructions.
- Analyze and synthesize the above requirements and trigger the necessary actions, systems and tools Request for Changes (RFC), procedure and process requests.
- Assess the Qualitative & Quantitative Business benefits provided by business owners versus the LOE needed by developers.
- Manage the different components and activities transversally for on-time implementation and delivery and ensure timely delivery and no regression in the existing way of working
- Communicate to users and business owners at all time for awareness and support
- Preparing & managing UAT (User Acceptance Testing) phases.
- Creating test scenarios.
- Responsible of updating and communicating training kit associated with Tools and Systems
- Establish intensive/regular meetings with internal customers and business partners to follow-up projects
- Make recommendation for working groups restructure and business interlocks leading to improved operational efficiency
- Root Cause Analysis of process and tool issues leading to improved operation
- Responsible for the collection and the prioritization of requirements regarding tools enhancements
- Responsible for the interface with “Products’ teams for the impact of new products on service delivery tools
- Lead projects with high impact on different tools across domains
- Engagement in Time-To-Market (TTM) projects.
- Deliver tools training sessions upon customers request
- Lead developers team to have required tools development on time, and make sure we have a clear view of all details of the requirement through clarification meetings held with the business owners.
-Act as a point of escalation for OtB Ops (Order to Bill Operations) EMEA for Process/Tool related issues to allow successful implementation and to consolidate Process/Tools enhancements
-Facilitate rollout of new services, new tools functionalities
- Provide presentations to OtB Ops EMEA community for Process/Tool clarification upon OtB Ops managers request
- Provide technical training and service explanation sessions
-Conduct OtB induction trainings
- Provide input in Process Development on behalf of the OtB Ops EMEA community
- Participate in UAT (User Acceptance Test) during each tool release
- Lead projects for service implementation and customer satisfaction enhancement.
-Ensure that the process is in place and well followed.
-Metro Ethernet Service consultant
-Trigger grey areas and set plans for improvement
Projects participated in :
-Application of Lean sigma methodology
-Partial billing
-Lead time to connect reduction
-Metro Ethernet enhancement program
-Tools tickets analysis
-Applying ISO 27001 in Cairo MSC
-Capture access testing failure root causes
-Service Coordination appointment changes notification
-Right First Time installations enhancement
-I work in the GCSC Cairo 2nd level technical support
-Monitoring and troubleshooting connections layer 1 and layer 2 supporting ( Frame Relay, ATM, X.25, ISDN, DSL….etc ) connections provided by Orange
-Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
-Tracking routing problems and local customer’s issues like LAN problems.
-Troubleshooting Sitatex problems ( Messaging system for air line companies dedicated to Orange and sita )
-Coordinating Tests through contacting different PTTs and Providers
-Testing connections remotely
-Managing Field Engineer Dispatches in cases needed FOS & assisting Field Engineers on site with technical needs
-Managing dual dispatches from Orange’s side and the PTT side.
-Provide updates to the customer as needed to meet performance objectives.
-Direct contact with customers for explaining and discussing technical issues.
-Escalating the case either managerial or technical wise.
-Document all troubleshooting and case management actions via the electronic case management system.
-preparing technical reports as required.
-Managing the team and the cases queue in case of absence of the team leader.
-Working in a 24/7 shift based.