Program Manager
MULTINET IT SOLUTIONS
Total years of experience :11 years, 1 Months
Managed a team of GIS analysts and document controllers to create data sets and maps identifying communications network assets and their attributes (across the island of Abu Dhabi) and deliver the verified field data in a geospatial context. The geodatabase is a network inventory and infrastructure management tool serving as a baseline for configuring the network to component level. The compiled geodatabase was intended for a better planning of the client’s assets in the network.
Understanding system requirements; and coordinating with design teams to design mobile application solutions for clients.
Preparing techno-commercial proposals based on the tender specifications and client requirements.
Preparing WBS and resource allocation reports based on tender specifications.
Client Relationship management - Engaging with existing clients in providing, developing relations with new clients and exploring ways to provide products, consulting and services.
Attending technical and corporate events to innovate and develop solutions meeting client requirements.
Preparation of solution presentations for client.
Worked in the capacity of an IT Service manager in the integration of Test Environment Managed Services (TEMS) across various platforms (such as Mainframes, Application servers, Web sphere applications) for a major banking client in the UK. This engagement was one of the World’s largest Banking Integration programs that involved more than 2100 applications and 500+ test environments of UK and Scotland based banking giants.
Responsible to provide ITIL related services within organizational policies, security and internal guidelines, customer SLAs and Service Delivery Quality KPIs.
Ensure that policies and plans formulated are in line with the organization’s goals
Develop new strategies to maintain or improve on the quality of service delivery.
Implementing the Service Management Plan and meeting SLAs
Handled a service desk of 20-30 FTRs (full time resources) for a US based telecom giant. The service desk responsibilities included provisioning of digital broadband services for end users, testing of digital lines from the Central Office to the ONU (Outside Network Unit), estimate the speeds on the network, running BERT tests on the network to analyze the error rates.
Monitoring service incidents for process adherence and managing service levels within defined AHT.
Member of Customer Advocacy Group (CAG) to elaborate process improvements mechanisms to customer.
Driving and excelling in Critical Performance Metrics such as CSAT, CR!FT, CPAT and Efficiency. Also driving parameters such as First Call Resolution (FCR) across the team.