Service Delivery Manager
Nournet
Total des années d'expérience :22 years, 5 Mois
• Direct customer-facing operations.
• On-time delivery and adherence to customer requirements.
• Manage client escalations and technical assistance.
• Mitigated the possibility of clients leaving by adding value to services.
• Work with the engineering team to increase managed services penetration across all service offerings.
• Managing critical communications during fault incidents.
• Resolve escalated issues.
• Work with sales to close additional opportunities.
• Interfaced regularly with external customers to ensure service level agreements were met.
• Maximized client retention by resolving all product/service issues and grievances in a timely fashion.
• CAB member on customer change management.
• People manager for the assigned project engineer.
• Participating in formulating strategies, policies, and objectives for Core Accounts assigned.
• Ensure successful delivery of all Enterprise projects and operational tasks for the core accounts assigned.
• Ensure the required reports are provided to the customer on service delivery.
• Ensure customer satisfaction.
• Ensure the agreed SLA is met on an ongoing basis.
• Managing the delivery of services for the customers and ensuring they meet SLA.
• Ensuring that the technical delivery of all services meets quality, scope, and service level requirements of core accounts assigned
• Ensuring that all changes and other customer service requests are fulfilled timely and correctly.
• Scoping, planning, and managing different projects within the Service Delivery department.
• Building and maintaining strong working relationships with all levels of knowledge-based applications consulting experts and customer care personnel.
• Identifying, documenting, and implementing process improvement initiatives.
• Providing a focus for SLA management and customer satisfaction across the relevant customer base.
• Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used.
• Motivating, developing, and mentoring other service delivery employees and managers where relevant.
• Contributing to setting defined policies and procedures, systems parameters, systems implementation, and the introduction of new services.
• Constantly following up with the services provided to customers and ensuring good service quality
Mawthouq Maas Project
• Participating in formulating strategies, policies, and objectives for Core Accounts assigned.
• Ensure successful delivery of all Enterprise projects and operational tasks for the core accounts assigned.
• Ensure the required reports are provided to the customer on service delivery.
• Ensure customer satisfaction.
• Ensure the agreed SLA is met on an ongoing basis.
• Managing the delivery of services for the customers and ensure they meet SLA.
• Ensuring that the technical delivery of all services meets quality, scope and service level requirements of core accounts assigned
• Ensuring that all changes and other customer service requests are fulfilled timely and correctly.
• Scoping, planning and managing different projects within the Service Delivery department.
• Building and maintaining strong working relationships with all levels of knowledge-based applications consulting experts and customer care personnel.
• Identifying, documenting and implementing process improvement initiatives.
• Providing a focus for SLA management and customer satisfaction across the relevant customer base.
• Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used.
• Motivating, developing and mentoring other service delivery employees and managers where relevant.
• Contributing in setting defined policies and procedures, systems parameters, systems implementation and the introduction of new services.
• Constantly following up with the services provided to customers and ensuring good service quality
Mawthouq Mass Project
Microsoft technologies team lead.
• Change Advisory Board “CAB” member.
• Define and tune day to day team duties and processes.
• Design and tune the messaging environment to fit the business requirements.
• Review, validate and test the environment needed changes before going production.
• Ensuring the high availability, security of Multitenant and dedicated Messaging services.
• Managing, Maintaining and Troubleshooting Microsoft Messaging environment.
• Perform the required security and software upgrades for the Messaging environment.
• Managing, maintaining Cisco IronPort Gateway "ESA”.
• Create, modify and customize Exchange scripts needed in day to day tasks and to fit the
customer requirements.
• Resolving tier three issues.
• Configuring the patch management policy to comply with Microsoft recommendation and
based one each Exchange build requirements.
• Creating and configuring the needed permission based on the team’s scope.
• Managing, Maintaining and Troubleshooting Microsoft AD DC “tiering model”.
• Managing, configuring MS Hyper-V.
• Implementing, Managing, Tuning, Scaling and Troubleshooting of Microsoft Exchange Server and Lync Server.
• Creating procedures and tasks list to ensure the service continuity.
• Ensuring the high availability of the messaging service.
• Creating standard operation procedures “SOP’s” and operations guides for KSU Messaging Service.
Design and tune the messaging environment to fit the business requirements.
• Ensuring the high availability of Messaging services.
• Managing, Maintaining and Troubleshooting Microsoft Messaging servers.
• Monitoring Exchange and Lync environment.
• Perform the required security and software upgrades for the Messaging environment.
• Managing and troubleshooting day to day spam issues.
• Resolve tier three issues.
• Managing, maintaining Symantec Messaging Gateway "SMG" .
• Managing, maintaining Symantec Mail Security For Microsoft Exchange "SMSMSE"
• Domain Controller Management.
• Policy monitoring and compliance.
• Manage the Users and Computers Containers.
• Volume/partition space management.
• Maintain level of member server system security by applying Service Packs and security patches.
• Department application, file service, workstation and printer support.
• Backup/recovery.
• Group Policy Object (GPO) administration, troubleshooting, and management.
• Proposes and implements systems enhancements that will improve the reliability and performance of the system.
• Monitors usage and performance.
• Troubleshoots server, software and hardware issues.
• Other related duties assigned as needed.
• Installing, Configuring, managing and monitor (Active Directory, DNS, DHCP, Print server,
• File server, E-service server, DB server).
• Manage the fax server.
• Generate all Technical Support and networking reports.
• Handling all Internet services including Installation, Set-up E-mail clients, and bowsers.
• Head of Technical Support division.
• Installing, Configuring, and Administering RCP's Hyper-V servers.
• Manage and monitor RCP servers (Print server, File server, E-service server, Portal server, DB server, Aris server, Cubes server, Active Directory).
• Generate all Technical Support and networking division reports.
• Create and follow backup policies.
• Administrate Task Tracer which provided by KSU.
• Troubleshooting Software & Hardware network problems (LAN, Wi-Fi).
• Troubleshooting Software & Hardware problems over the networks.
• Handling all Internet services including Installation, Set-up E-mail clients, bowsers.
Handle solution customers in all issues related to the provided solution (Dedicated APNs, Dynamic APNs, Blackberry servers).
• Handle Etisalat Elite staff in all their issues related to Blackberry services.
• Respond to solution customers on the Business Solutions hot line.
• Respond to solution customers’ emails on the Business Solutions Mailbox.
• Respond to TTs assigned from 2nd line team for Blackberry customers.
• Respond to customer’s on-site visits on time (Presales, Installation & after sales support visits).
• Provide a brief report for every visit
• Provide training for customer technical personnel upon solution installation
• Ensure compliance to all Business Solutions Team SLAs and Processes with other departments.
• Provide technical solutions to our corporate customers based on the requirements coming from the marketing and the sales. (Solution Architecture)
• Escalate and communicate customer’s problems to our 2nd lines of support (PS Planning, PS OPR, HLR Team, IN Team, Front office team, IT teams).
• Handle the On-Call function based on rotating schedule after working hours, visit the customer in case the problem was not solved via phone
• Test corporate solutions upon creation from engineering & IT Teams prior the delivery.
• Help commercial teams in their UATs related to data products.
Handle day to day customer’s complains from the ISP service.
•Handle day to day customer’s complains from the 3G service and Internet for Mobile.
•Troubleshooting software and hardware for USM modems and GSM routers.
•Handle all BlackBerry Issues.
•Handle all APN connectivity issue.
•Build technical solutions for corporate.
•Supports and provides superior service via phones, e-mails and faxes as a receiver and caller and follow-up on customer inquiries and complaints that is not fulfilled or resolved on queue ensuring full customer satisfaction.
• Answers inbound calls and respond to customer requests to ensure customer satisfaction.
•Provide quality, efficient and non-judgmental telephone customer service to internal and external customers.
•Maintains the agreed on average handling time as defined by Contact center Management guidelines to ensure ease of accessibility and maintain the agreed on SL.
•Use questioning, trouble shooting and listening skills that support effective telephone communication and help in solving the customer’s problems & complaints to ensure achieving the FCR target.
•Builds customer’s interest in the services and products offered by the company and offer cross selling and/or up selling the company’s solutions, products, & services whenever possible which will guarantee the business continuity and contribute in achieving profit share.
•Updates the existing database with changes and the status of each customer/prospective customer whenever required and complete call logs and reports so that we have a valid reference and database for our customers to ensure proper planning & to guarantee taking the right decisions.
•Notifies the appropriate concerned person when issues or problems arise in order to take proper actions on the spot.
•Maintains the required knowledge level of the company's products, services, & solutions and stick to the agreed on formal information sources to ensure delivering full and accurate information to the customer.
• Network Installation, Administration and Maintenance operations.
• Installation and Administration operations of the Library Windows 2003 Domain...
• Handling all the required Administration operations with the library Internet connectivity and leased line between main site and all MPL's branches (11).
• Handling all the required Administration and Configuration operations with the library firewall Cisco PIX 515e.
• Troubleshooting Software & Hardware problems over the networks.
• Investigate Computer H/W and S/W problems, locate and fix problems.
• Provide telephone and at the desk support service for all users.
• Network design.
• Designing, Planning, Implementing Networks (Routers, Hubs, Switches, Distribution
Panels & Cabling).
• Support for the company LAN HW/SW for desktop and servers including WIN2003, WIN XP, WIN 2000, WIN ME, and WIN 98.
• Investigate Network, Computer problems, locate and fix problems.
• Install and configure hardware for PC's.
• Install, load and maintain software for PC's.
• Handling all Internet services including Installation, Set-up, E-mail clients, Browsers, MS products.
• Network design.
• Install and configure hardware for PC's.
• Install, load and maintain software for PC's.
• Handling all Internet services including Installation, Set-up, E-mail clients, Browsers,
• MS products.