Warren Jabola

 Manage fiber connections on resident and commercial establishments.
 Respond to Customer Service requests and Incidents within agreed target timescales
 Record, track and monitor Incident progress across the Commercial organization to ensure Service target alignment
 Managing the resolution of Incidents with the outsourced service providers, ensuring prompt and effective resolution of incidents and service requests
 Escalate issues where significant service affecting incidents or security breaches occur
 Deliver excellent customer service, resolving all support calls using company standard incident management system
 Track all major incidents and their corresponding Root Cause Analysis reports.
 Responsible for sending internal communications of all major incidents related to business and operations.

• Performs Incident Management and Service Desk functions for Vodafone Qatar
• Handles all technical escalations for Levels 2 and 3 that are related to network connectivity and business issues.
• Creates new processes for improvement of service delivery and customer satisfaction.
• Champion internal and external customers by providing second level support and works diligently and consistently to deliver the best customer experience possible.
• Respond to Customer Service requests and Incidents within agreed target timescales
• Record, track and monitor Incident progress across the Technology organisation to ensure Service target alignment
• Managing the resolution of Incidents with the outsourced service providers, ensuring prompt and effective resolution of incidents and service requests
• Assist Problem Management in identifying and analysing Incident trends to proactively improve service offering.
• Escalate issues where significant service affecting incidents or security breaches occur
• Deliver excellent customer service, resolving all support calls using company standard incident management system
• Track all major incidents and their corresponding Root Cause Analysis reports.
• Responsible for sending internal communications of all major incidents related to business and operations.
• Review and disseminate all Change Communications after CAB meetings to business and operations.
• Assists Recruitment Team in interviewing possible new Service Desk Analysts.
• Encourage and implement continuous improvement measures on day-to-day basis within area of responsibility.

• Ensures that the operations for the markets are flowing smoothly, with incidents and requests catered to within the service levels set and resources allocated to the team.
• Ensures that new things that the teams take on are supported with no or minimal impact to SLAs via proper coordination with the different GSD teams (ex: PMPI team, TE team, etc).
• Manage the efficiency of the team’s SLA achievement.
• Provides initiatives in improving or sustaining the required achievement of client SLA’s.
• Provides efficient and accurate dissemination and implementation of process and procedural updates and information.
• Ensures quality assurance standards are applied efficiently to operations.

• Leads a team of 13 technical Resolution Experts, taking inbound calls to resolve technical issues for Dell Dimension Systems home and home-office users.
• Provides direction to the team by closely monitoring productivity of each technician through Quality Audits and effective feedback.
• Hold regular 1x1 coaching, mentoring and performance feedback to each Resolution Experts.
• Implement action plans for the improvement of the team’s technical and resolution effectiveness.
• Completes career development plan for each team member.
• Mentored and honed several Resolution Experts for career advancement and growth within the company.
• Encourage and implement continuous improvement measures on day-to-day basis within area of responsibility.
• Provide guidance and shares knowledge with colleagues relating to own specialization.
• Provide all team members with an Effective Mid-year and End-of-Year Performance Review & Feedback
• Have regular 1x1 meetings with the team which include Career Development, Strategy Formulations, Start-Stop-Continue discussions, Team Building activities, Events Organization and Planning, Work Delegations, etc.
• Active participation to the Business Process Improvement.
• Identifies and tracks issues, risks and action items, provides status to affected stakeholders, and facilities resolution.
• Champion internal and external customers by providing second level support and works diligently and consistently to deliver the best customer experience possible.