Rafik Bashatly

 Work with business & technology stakeholders to elicit & document the functional, non-functional that facilitate design of business solutions for technical delivery teams.
 Conduct requirements gathering & analysis workshops to define & refine business requirements to shape MVPs & deliver product increments that fulfil the product vision.
 Identify opportunities to improve business efficiencies & customer experience by implementing systems & process changes, whilst clearly articulating business impact.
 Work with Solution Designers to manage the requirements throughout the delivery lifecycle ensuring clear traceability of delivered solution to the business requirements.
 Plan development sprints by managing & prioritizing user stories that meet Three customer needs & deliver business value.

• Acting as the first point of contact between du marketing team and HPE managed services delivery team for launching marketing campaigns for prepaid, postpaid & triple-play services in UAE
• Engaging with Product Marketing, Commercial & Business Operations teams at the early stages of the Product Lifecycle Management Process (PLM) to define Product Concepts & Customer Value Propositions.
• Managing business requirements process including definition of functional requirements, use cases & UAT
• Identifying & recommending opportunities to improve customer experience & increasing revenue
• Contributing to du marketing team to plan, conceptualize & prepare campaign requirements & to acquire business sign-off for campaign documentation from du stakeholders.
• Ensuring the campaign-to-market process is managed to a high quality and within the SLA
• Working closely with the BI and data analytics team to define the marketing criteria for customer segmentation & data extraction of the customer base(s) for different campaigns
• Providing periodical & ad-hoc reports for measuring campaigns performance.

• Owning all business systems analysis deliverables including business requirements specifications, high level customer journeys & user stories, as well as, detailed use cases & E2E traceability matrix of functional requirements to solution design & test cases.
• Capturing detailed functional requirements for mobile voice & data services, as well as, Broadband, TV & fixed line services across the full customer lifecycle i.e. sales, fulfilment, billing & payment processes
• Engaging with business stakeholders across Commercial & Technology units to capture business requirements & define E2E Customer Experience across different access channels.
• Analysing As-Is business processes to identify existing process gaps/ pain points & defining To-Be customer journeys across different access channels e.g. CRM, Online & IVR
• Assisting PMO & release management functions to plan & roll-out business/ release changes.

My role in the Process & Portfolio department, I am responsible for the definition of the business requirements service fulfilment & delivery of B2B & B2C voice and data services, as well as, optimization of the end-to-end concept to market (C2M) & Lead-To-Cash (L2C) process architecture including:
• Gathering, defining & documenting the business requirements, and solution architecture, using OOAD and UML for implementing a BSS / OSS application stack for:
o Sales & CRM (Salesforce)
o Order Management, provisioning & Billing (Cerillion)
o Business Analytics & Data Mining (SQL2008 server)
• Capturing As-Is business process maps and performing an end-to-end gap analysis against eTOM model, as well as, defining the target To-Be business process maps for:
o End-To-End (L2C) Lead-To-Cash processes
o End-To-End (C2M) Concept-To-Market

My role in the Technology Strategy Planning Office was responsible for planning, budgeting & delivery of technology roadmaps and project portfolio across all Technical divisions, as well as, managing delivery of a number of strategic technology initiatives including :

• Definition of end-t-to-end business requirements & solution architecture of OSS applications for network management & service assurance for triple play services IPTV, Broadband & VoIP, as well as, of 2.5/3G & LTE mobile networks & packet/ circuit switched core networks from various mobile network suppliers e.g. NSN, Huawei, etc. including:
o Customer Experience Management & QoE (Arantech)
o Network probes for monitoring QoS of mobile core network interfaces (Polystar, Tektronix)
o Network probes for monitoring QoS & QoE of IPTV & broadband services (EXFO probes)

• Definition of end-to-end BSS / OSS solution architecture including systems infrastructure, application interfaces & network design, as well as, definition of solution roadmaps including scoping & budgeting of project phases for full automation of T2R processes.

• Optimization of end-to-end Trouble-To-Resolve (T2R) processes & performing As-Is process gap analysis to identify and resolve pain points, as well as, define L3/L4 To-Be processes, in accordance with eTOM business process framework.

• Management of a service improvement plans of T2R processes for identifying, troubleshooting and resolving the QoS issues of IPTV and broadband services across various Fixed Access Network technologies e.g. FTTx / xDSL / GPON

My role in the Corporate PMO was responsible for planning the end-to-end delivery of strategic projects across all Technical and Commercial divisions including:
• Definition of end-t-to-end business requirements of BSS/OSS applications for service fulfilment, order management, network provisioning & inventory management of IPTV, Broadband & VoIP, as well as, 2.5/3G & LTE mobile networks including:
o Customer Order Management (Siebel)
o Network Inventory Management (Netcracker)

• Optimization of end-to-end Lead-To-Cash (L2C) processes & performing As-Is process gap analysis to identify and resolve pain points, as well as, defining L3/L4 To-Be processes for order management, provisioning and inventory management.

As a Senior Business Analyst within Solutions Delivery (Technical) I led the business requirements definition activities for a number of OSS application for network management, as well as, monitoring the QoS and customer experience including:
• Engage the business stakeholders and key system users at project initiation
• Analyse, formalize and document business requirements specification to a sufficient detail, including functional, non-functional and operational requirements
• Participate in the selection process 3rd party solutions, by assessing / scoring of technical capabilities of different products versus the business requirements specifications
• Assist the project manager in defining the project scope and generating the business case, as well, as in identifying project interdependencies
• Enable solution designers and application developers to design the required solution that fulfils the business requirements and meet the quality expectations.
• Assist testing team in defining the test plans and designing the test cases for the selected solution

As a Service Manager within Operations (Technical) I was responsible for monitoring and analyzing the service performance and QoS against the agree service targets and SLAs agreed with the products & services owners within the business, as well as, pursuing service improvement plans to enhance performance of a number of data and messaging services including:
• Orange Text Messaging services & WAP services over GPRS