Sr. Manager Security planning
Etisalat
مجموع سنوات الخبرة :24 years, 8 أشهر
Sep/2014- now: Customer Service & Experience/Systems & project
• Managed the EEE (elife experience excellence) program with more than 23 project/initiatives covering full elife product life cycle and introducing new delivery models and service channels (mobile and web commerce, 3PL -Aramex, PnP & DIY, self-healing, service assurance automation through web mob and IVR)
• Managed the work force management (WFM) transformation project, configured appointment booking, scheduling, reporting and forecasting models, enhanced the service delivery processes and align it with the new system capabilities; smooth rolled out across the country in 4 months.
• Took the initiative to review all customer interaction & touch points for elife product to enhance the Cx, which was endorsed by the CEO to cover all etisalat products.
• Managed the service delivery teams’ KPIs (productivity, effectiveness & efficiency).
• Managed overall CSE processes, reengineered and automated many.
Sep/2004- Sep/2014: Network Security/ Etisalat as Sr. Manager Security planning.
• Managed the Security planning team.
• Completed the project of “Enhancement of Etisalat Networks & System Security” that covered 4000+ system and network element.
• Corporate Etisalat Security polices development, reviews and awareness workshops.
• Evaluated different layer 7 firewalls.
• Managed the converged network security review project.
• Completed the etisalat PKI infrastructure replacement project.
• Completed Etisalat online-payment gateway’s PCI certification project.
• Managed the SEMS (Security event management system) project.
• Delivered Central Anti-virus solution for etisalat data centers and Ops teams (Kaspersky).
• Completed the Security design and deployment of etisalat data centers.
• Security Design and deployment of etisalat Mobile commerce infrastructure project.
• Security review of the e-Government Hosted exchange setup.
• Deployed Qualys guard vulnerability assessment system.
• Deployed Microsoft WSUS, central patch management system.
• Deployed RSA SecurID OTP and integrate it with the internet devices.
• Participated in preparing the DRP proposal for the Dubai Municipality.
• Participated in the UAE FeG (Federal eGovernment) and DeG (Dubai eGovernment) Identity management system evaluation.
Jan/2002 - Sep/2004: Internet & eSolutions/ Etisalat Senior Engineer-eCommerce ops.
• Managed the eCommerce team (8 Engs). With scope covering the eCommerce infrastructure of Online Payment, Public key Infrastructure, web Hosting and ISP services (mail, DNS).
• Designed, Installed and maintained PKI (online CA, offline CA, Valicert Validation Authority, LDAP and Profile Manager application from Litronic for Central Key Generation and recovery )
• Developed PKI CP and CPS.
• Managed cryptography equipment (Safekeeper, Cpyrus Card & Readers and luna tokens).
• PKI hierarchy creation, activation, maintenance, recertification and revocation.
• Designed, Installed and maintained etisalat online Payment Services. (ISO8583 standard to connect the internet (POS) & Payment gateway & Acquirers).
• Implemented Visa 3D Secure for online CC transactions authentication.
• Delivered PKI training For Etisalat Contact Center.
• Planed and managed the migration of Comtrust eCommerce Data Center to Etisalat Data Center with minimum downtime.
• Defined DR plan for the eCommerce infrastructure.
• Defined SLAs, and implemented escalation and Operational procedures.
• Initiated and managed the eHosting Portal.
• Automated service monitoring and provisioning activities, and introduced different monitoring tools (netsaint, Mrtg, RT tool, webalizer..etc)
• Designed, installed and maintained Oracle Database (logical and physical structures).
• Defined and implemented Backup and recovery strategies for mission critical Databases (Sybase, Oracle and SQL Server) and systems (HP, SUN, Windows and Linux).
• Managed the infrastructure DBs (Performance tuning, Security, Capacity planning …etc).