Senior Director
Etihad Etisal
Total des années d'expérience :18 years, 8 Mois
Facing & Self Services
Direct and lead all aspects of Customer Facing & Self Service teams in achieving the units’ objectives of providing support to ensure applications continuous availability and high level of performance, efficiently directing resources and channeling assignments to internal and external partners. Set the unit direction in alignment Mobily technical and business goals and operation best practices.
Managerial Responsibilities
Contribute to the achievement of the strategic objectives of the sector through performing own responsibilities and managing direct reports performance.
Set the department’s goals and objectives and ensure the cascading of such to reporting sections, and guide their achievement.
Contribute to the development of the sector’s policies, procedures and processes through providing input as advised by the direct supervisor.
Provide direction and advice to the direct reports in performing their delegated responsibilities.
Ensure the ongoing development of the department’s employees, and assure the developmental activities of direct reports.
Oversee the overall performance of direct reports and ensure KPI’s are well communicated and monitored.
Ensure effective identification, allocation and utilization of the division’s resources.
Functional Responsibilities:
Direct and lead all aspects of IT Enabling Customer Facing & Self Service management functions, manage and maintain technical services performance matters pertaining to IMS and digital applications and systems.
Direct and plan budgets pertaining Customer Facing & Self Service O&M including all budgetary exercises and activities. Guide and streamline IMS and digital O&M operations in line with the overall Company’s direction with regards to OPEX, cost planning & optimization.
Direct and guide implementation of initiatives to align technical services of the IMS and digital O&M with Mobily’s customer experience (CEX) measurements and services performance goals.
Lead various initiatives aimed at studying and recommending IMS and digital patches and upgrades in line with IT operations’ goals and performance objectives.
Forecast and plan performance enhancement initiatives in accordance with ITO operational guidelines and policies.
I worked in many projects in different categories such as data replication team leader, integration manager and ETL consultant for the following customers:
Responsible for the design, development of ODS.
•Analysis/development/architectural skills to deliver high quality, robust technical solutions
•Extract data from different sources
•Load CDR Files direct from the switches.
•Responsible for identifying viable new technologies, automation capabilities, alternative data analysis and reporting tools
•Real Time extraction from different source systems.
•Replicate data from CRM and IRB system.
•Collect report requirements and best practice advices and recommendations to the business users
•Develop and design DWH reports for different company departments using Business Objects XI((CrystaReport, BO, Webintellegent)
•Building all the required KPI’s for company performance management, and all Operational (OLTP) reporting produced from the IT Department
•Support STC Billing System Upgrade (CRM & IRB) through the Implementation
Faculty
Faculty