EC-Project Manager Retail Banking
Mashreq Bank
مجموع سنوات الخبرة :15 years, 4 أشهر
• Coordinating with Dev team for mobile screens development.
• Assuring each sprint is on track with quality assurance.
• Scheduling retrospective meetings after each sprint for review and improvements.
• Preparing business and functional test cases for UAT phase.
• Sharing weekly progress of the product team to Steering Committee.
Project Management and Technical Support for
- Banking IT Applications
- Project Management
- Stakeholder Management
- Vendor Management
Worked as an IT project manager as well as coordinator for IT enterprise projects.
Technical Support for
-IRIS
-AVANTAGE CRM
- CONTACT CENTER APPLICATIONS
- GENESYS
- TEAM MANAGEMENT
- VENDOR COORDINATION
- PROJECT MANAGEMENT
Regional Technical support for
- Avaya/genesys call center solution
- NICE/ACR RECORDING SOLUTION
- PROJECT MANAGEMENT
- SLA MANAGEMENT
- TEAM HANDLING
- SHIFT MANAGEMENT
- TECHNICAL TRAINING
Implementation and support of Genesys Framework applications in Single and multi-tenant environment.
Support and tuning of Genesys T-server applications on Avaya S8700 and S8800 Call Manager IP Telephony environment.
Implementation and Support of Preview/progressive/predictive and blended inbound/outbound solutions.
Handling Genesys DataMart and InfoMart DBs and their Backups.
Hands on experience on Avaya CM 5.2.1, SES 5.0 (Single Edge and multiple home servers), AES 4.0 and Media Servers (S8720, S8800).
Backup and recovery of SQL DATABASE 2000/2005/2008.
in Telenor Contact Centre providing Tier-1 Level
support over VoIP and WinSrv based Infrastructure.
Configuration and maintenance of NICE v3.2 & v3.5 VoIP Recording
solution in multiple Telenor OSPs.
Coordinating with vendor on different cases w.r.t queries to
troubleshoot application and network based issues
Taking SQL based database partial and full backups and troubleshoots
if required.
Generating Service and health Reports on daily basis according to SLA.
Deployment of NICE VoIP Solution in various OSPs which includes
Installation of VoIP Application, voice logger, Call Logging Server, SAN
& NAS.
Providing SLA Based Support to avoid service outages in order to
maintain committed up-time.
Providing Application based assistance and ON Demand training to
customer. i.e. Telecom Operators, Contact Centers and Banks.
Sentinel NMS configuration and VoIP solution monitoring. Responding
and rectifying all alarms to maintain 100% uptime.
Weekly and Monthly meetings with customers w.r.t new ideas and
solutions to keep strong customer relation
Administrative services on Domain Registration and Web hosting.
Creation and configuration of new hosting accounts.
Rectifying technical issue of product.
Customer & Manufacture coordination to resolve business matters.
Technical support for hosting clients on Linux and Windows.
Handling all issues and queries through online ticketing system
(WHMCS)