Regional Operations & Assets Manager - South APAC & Japan
IBM Cloud
مجموع سنوات الخبرة :16 years, 2 أشهر
• Collaborate with Operations Directors and other Asset Managers to develop and review performance metrics on an individual and site level to improve efficiencies, strengthen team knowledge, identify trends, improve processes and procedures to set weekly / monthly site goals and priorities.
• Work with internal teams to meet infrastructure roadmaps in conformance with overall product and business strategy.
• Evaluate current regional workflow to drive business improvements that can lead to global efficiencies focused to improve CSAT scores, provisioning automation resulting in faster provision duration, and zero human errors in the datacenter.
• EOL/Component Processing - Top Level Review and Policies/Process.
• Collaborate with Operations Directors/ Procurement to develop and review capacity performance metrics on a site level to improve capacity efficiency, identify trends, improve processes and procedures to set weekly / monthly site capacity goals and priorities.
• Review Customer orders or other Site orders going for CHQ approval Check point.
• Run special Projects as assigned or approved by Director.
• Travel with the Directors to regular site visits.
• Responsible to control Inventory Operations Distribution Lists.
• Monitor the performance of and develop strong business relationships with regional vendors, carriers, and other outside agencies that interact with the data center.
• Display excellent time management and prioritization capacities allowing for all deliverables, deadlines and initiatives to be accomplished.
• Work closely with Hardware, Network, Development, and Product Management teams to support new features and releases, constant deployment cycles, quality improvements, infrastructure evolution.
• Oversee daily Datacenter operations with respect to the facility, technical staff, and inventory.
• Manage upwards of 25 individuals, observing performance, and serving as an escalation point for issues requiring escalations.
• Customer service and Customer satisfaction via direct interaction over calls, emails and ticketing tools.
• Optimize processes and procedures to boost Net Promoter Score (NPS).
• Evaluate scheduling to cover 24/7 operations. This includes interviewing and hiring applicants.
• Create and implement trainings. Coaching & overall development of employees.
• Efficiency improvements, process creation & improvement, managing operational integrity.
• Calculating metrics to analyse the performance of the datacenter technical staff.
• Assist in the dissemination of information to employees via Team Meetings by actively contributing agenda items and effectively conveying that agenda to meeting participants.
• Monitor the performance and develop strong business relationship with vendors, carriers, and other outside agencies that interact with the Datacenter.
• Work closely with local facility engineering staff to ensure all infrastructure systems are operating within established tolerances, proactively maintained, and adequately serviced.
• Properly forecast Capacity planning with regards to space and power usage.
• Manage multiple projects relating to Datacenter operations from planning to execution.
• Lead a Team of Unix Admins in maintaining and running servers in a fast paced, agile environment.
• Provide Level 2/3 technical expertise in support of Service Desk, Technical Services, and Customers.
• Create and maintain documentation and procedures used by Team members.
• Provide technical support for UNIX / Linux / VMware servers and all Cloud Based instances.
• Perform Hardware maintenance for HP/DELL/SUN servers for faulty part replacements.
• Liaise with vendor support to troubleshoot and fix any HW/SW related issue.
• Write and debug scripts to automate tasks for Operations, Developers and End Users.
• Install/configure/support operating systems and third party software on the UNIX / Linux platforms.
• Support backup and recovery processes and technology.
• Provide on-call support (24/7) to Operations staff on a rotational basis.
• Participate in new and ongoing projects as a representative and Lead of the UNIX team.
• Assist the Service Desk with end user account maintenance and resolving end user related problems.
• International Projects covered include: Mobilink Pakistan, MTN Benin, Wataniya Kuwait, Qtel Qatar.
• Integration, Installation, Commissioning, Acceptance and Go-Live of new SUN (INTEL X3-L2) servers
• Individually carrying out Upgrades of all Software Services including USSDGW, SMSGW, SVCCORE, MONGODB, FLEET on Linux / Unix based SUN platforms (Live + Disaster Recovery + Test Nodes).
• Primary administration of 50+ SUN servers covering daily maintenance, installation, upgrade and operation of the Wireless prepaid network Software running on Solaris.
• Providing expert analysis on Client requirements, outlining risks, dependencies and implementation time.
• Onsite support for all Customer related queries.
• Taking and analysing traces of any reported service level bugs, identifying the problem, proposing a solution and implementing it.
• Writing of countless Method of Procedures (MOP) for implementation, acceptance and Launch.
• Integration of servers with 3rd party (3PP) Entities (Load Balancer (LB), SMSC, CRM, EMM).
• Training of new employees on the Company principles and technical overview of the processes involved.
• International Projects covered include: Telenor Pakistan, Afghan Wireless Communication Company, Mobilink Pakistan with Hardware servers from Fujitsu Siemens (PP1500, PP900) and SUN (T5240).
• Software Stack Installation and Upgrade across the Charging & Billing platform servers.
• Upgrades of multiple Backup & Restore (B&R) servers in a mobile service network.
• Administering SUN / PrimePower servers for daily health and sanity checks.
• Review and implementation of detailed Upgrade procedures released by Level 3 support.
• Active discussion and participation of reported problems. Assistance with their investigation debugging / resolution and referring to 3rd Level support if required, with detailed descriptions.
• Integration plus testing of Linux based Charging & Billing servers with 3rd Party (3PP) entities.
• Analysis and implementation of test cases, post and pre Acceptance.
• Making and use of Shell scripts to automate Checks and procedures.
• On-call support, with participation in 24/7 shift rotation time-tables.
• Sigtranalizing the IN-HLR TDM links.
• Mobile Operator worked upon: Telenor Pakistan
• Creation of 2G, 2.5G, 3G supporting roll out sites on the Netact 4.2 database and the RNC platform.
• Involved in Telenor SWAP Project from Siemens to Nokia FlexiBTS and all its’ initial testing.
• Creation of Intra / Inter neighbours for 2G, 2.5G & 3G sites on both Netact & RNC platforms.
• Able to handle all type of MARs (Modification Activity Requests) in the database as the situation requires.
• Making of Rehoming sheets in the BSS Splitting Tool and then carrying out the Rehoming process.
• Carrying out the Frequency Retuning Activity which is creation of XML files using Plan Editor.
• Commissioning and Integration of Nokia Ultrasite, FlexiBTS with synchronized dual band.
• Changing BSC Timers to assist in the HLR cutover / upgrade activity.
• 24 / 7 on-call duty. Responsibility to accomplish tasks successfully even under pressure.