Senior Expert ICT
Omantel
مجموع سنوات الخبرة :18 years, 11 أشهر
Planning and Implementation:
Responsible to provide inputs to ICT Divisional goals including retention targets, key customer satisfaction levels and key customer complaint resolution levels, to develop guidelines related to end-to-end management for key customers, along with recommendations on the efficient and effective flow of information and data to address key customer complaints and requests by communicating and coordinating with Product Sales, Solutions Design & Management and Network / IT to make resolution of complaints easier.
Operational Management:
• Responsible to maintain end-to-end management for the key customers
• Answer and address complaints from key customers
• Perform technical account management activities for the key customers
• Maintain the relationship with Large Enterprise customers and perform retention activities in terms of service follow-up and service improvement
• Coordinate with relevant departments (Service Delivery, Billing, Network Maintenance etc.) on complaints
Reporting / Policies & Procedures:
To provide Key Customer Experience Survey results and provide inputs to weekly, monthly and yearly reports based on contact center database, complaints management. To develop and establish key customer management policies, guidelines and standards and Identify areas for improvement, adjust policies and procedures to ensure the best performance of the Managed Services department and verify that all members of the Department are fully aware of these to promote customer satisfaction.
•Handling Strategic Customers under “Qatar Foundation” 37 entities of QF along with Qatar University.
•Qatar Foundation is the most debated strategic account because it has shares in competition Vodafone.
•Managing and Delivering the biggest International Connectivity Portfolio for Qatar Foundation in Qatar.
Leading a Team of two Account Admins and one on site engineer to ensure smooth delivery of services.
•Dealing with Ooredoo Global Team, International connectivity vendors like GCX, TCL (TATA) on regular basis for new acquisitions, upgrades for end to end delivery of:
o Connection sites in US and in Europe for Research network.
o End to end physical routing, last mile connectivity issues.
o End to end diverse link discussions with partners to provide fully protected solutions
o Interconnects with I2, GEANT, Public Internet Interconnect discussions based on customer requirements.
o How to manage submarine cable cuts issues and manage customer expectation.
o Reporting mechanics of availability and network performance (latency, jitter, packet loss)
o SLA agreements.
o End-to-End Backbone Network Availability negotiations.
o Performance reporting Bandwidth utilization, Packet Loss, Jitter and RTD for backbone and tail connections
o Service delivery requirements
o Compliance with global processes requirements ensuring customer challenges are met.
o End to End Circuit terminations, configuration, and testing the services along with the end users.
• End to end tender processing for all tenders coming in market for QF and its entities.
• Enhancing and enriching C-level relationships between Ooredoo C-Level and QF + QU.
• Managing, enhancing and delivering Fixed Domestic plus Fixed International Data Services.
• Identifying opportunities, maturing major deals and delivering end to end services related to Data Centre Services (Collocation, DR, Web hosting etc.)
• Creating awareness among QFIT and QUIT related to Managed SOC, Managed IT infrastructure Managed Security.
• Educating customer of Ooredoo ISP services plus Ooredoo as a turnkey ICT partner through BESPOKE solutions.
• ADP management in order to keep internal teams and management well aware of customer needs plans and expectations.
• Handling Unforeseen Disaster recoveries end to end.
• Developing and Delivering customer needs in close coordination with Vendors, Pre-sales, OGX, Wholesale, Marketing, NLOB, Mega Projects Team, KSD, NOC Teams, Fiber Teams, Back office Teams etc. on daily basis.
-To develop business plan and sales strategy for the market that ensures attainment of sale goals
- Responsible for the performance and development of the Account Executives
- Prepare action plans by individuals as well as by team for effective search of sales leads and prospects
- Initiate and coordinate development of action plans to penetrate new markets
-Conduct one-on-one review with all Team members to build more effective communication, to understand training and development needs, and to provide insight for the improvement of each Team member’s sales and activity performance
-Provide timely feedback to senior management regarding performance
-Provide timely, accurate, competitive pricing on all completed prospect applications submitted for pricing and approval, while striving to maintain maximum profit margin
-Maintain accurate records of all pricings, sales, and activity reports submitted by Team
-Assist Team Members in preparation of proposals and presentations
-Recruit, test, and hire Team Members.
Complete Graduation with Double Computer and Mathematics