Business Continuity Manager

• Jan 2018 - Present

• Orchestrated the response at Miral Group level, ensuring consistency and alignment across the portfolio at strategic, tactical, and operational level.• Assumed the role of the Group Compliance Officer, drafting policies and guidelines• Assumed the role of the Group Government Relations Officer, contacting Government Authorities and regulator seeking clarifications and support • Supported operational teams to get the required time sensitive clarifications, resources, approvals, and decisions • Ensured resources optimization by facilitating support and reallocation of resources/capacity across subsidiaries.• chaired a daily briefing and alignment meeting with senior managers from all subsidiaries across Miral Group. • At the early stages of the crisis, revisited the recovery strategies such as “remote working”, • Conducted a successful COVID-19 Desktop simulation exercise • Activated Miral Incident communication plan and Incident Management Plan • Developed Miral Group COVID-19 offices and sites control measures & COVID-19 SOP’s• Updated Miral Group Risk Register, Impact Rating Matrix and supported all subsidiaries in starting scenario planning process.• Established COVID-19 Response Portal and BCM Channel on MS-TEAMS a• Facilitated number of onsite Group PCR Testing and Vaccination Campaigns • Repositioned the BCM program to be more proactive, pragmatic, value adding and business oriented • Demonstrated the benefits of resilience, collaboration and the adaptation of technical solutions.• Improved the collaboration between BCM and other risk-based functions• Developed and published Miral Group BCM Governance Charter.• Imbedded BCM as an integral part of the new joiner induction program. • Conducted number of drills and simulation tests and acted on the findings.• Conducted number of training and awareness sessions • Developed “The BCM supplier evaluation guidelines”• Introduced the Key Risk Indicators dashboard Show less

Business Continuity Manager

• Jan 2018 - Present

Manager Business Continuity & Crisis Management

• May 2017 - Dec 2017

Achievements •In the capacity of chief management representative for the Mobile Network Business Continuity Management Certification ISO-22301, Successfully Project Managed the maintenance and renewal of the Certificate for Three Consecutive cycles against numerous challenges including lack of human resources and Engineering department ongoing restructuring.•Orchestrated several drills and exercises on regular intervals in coordination with technical and administration stakeholders. The drills varied from Network Drills (simulation of Network failure), Premises drills (Fire drills or loss of primary sites), Incident Response (Key staff call list verification), Desk top reviews and process validation.•Followed up the outcome and recommendations of the drills with concerned departments to ensure the closure of gaps and continual improvements. This has resulted in significant improvement in achieving the Recovery Time Objectives which improved by around 70% from 2014 to 2016 for the Rapid Deployment vehicles. NOC Disaster Recovery Centre Drills have achieved a positive trend in the RTO and KPI’s during the same period.•I was instrumental in establishing and commissioning of the second NOC Disaster Recovery Centre to achieve better resilience and Geo redundancy, recommended technical upgrades to the Rapid Deployment Vehicles which has helped significantly in improving the deployment time. •Conducted several training and awareness sessions regarding BC&CM within O&M and regularly broadcasted awareness messages which were well received and appreciated by all stakeholders.•Led the development and optimization of the Critical Incident Management process, designed to improve the response and resilience during major network incidents, mitigate risks, protect Etisalat image and brand and ensure regulatory compliance.• Project managed the project of establishing a structured and comprehensive Risk Management frame work within Operations and Maintenance department,. Show less

Senior Engineer /Quality & Business Excellence

• Oct 2013 - May 2017

• Project managed the renewal and maintenance of the Mobile Network Business Continuity Management ISO 22301 certification 2014-2016.• Project Managed the Scope Expansion of ISO 9001-2008 Certificate to cover the entire Fixed-Network domain.• Managed and Maintained the O&M-Fixed Network ISO 9001-2008 Certification against numerous challenges including lack of human resources and Engineering department restructuring.• Designed and executed quality strategy for the O&M department to standardise processes including mapping and documentation of core and support processes, as well as creating a quality manual. Analysed and identified process waste, bottlenecks and areas for improvements.• Executed stakeholder engagement plan to ensure strategic alignment with Engineering functions and Corporate Quality Department. Engaged stakeholders to develop the change management processes including streamlining the planned network activities. Resulted in reducing the number of outages and increased network availability thus increasing customer satisfaction levels.• Developed, negotiated and closed number of key Operations Level Agreements within O&M and with external departments as well.• Conducted series of training and awareness sessions in variety of subjects such as KPI management, Business Excellence fundamentals (EFQM), Process documentation and optimization and ISO 9001 standard.• I was awarded etislalat “Almawrid” (innovation award) two times and have been selected as an innovation champion for the engineering department. • I was an active member of “etisalat ambassador” program, played an important role in resolving customer complaints, identifying the root cause of the issues and proposing corrective action to the management. Show less

Senior Business Excellence Assessor

• Sep 2011 - Nov 2013

•Volunteer Senior Business Excellence Assessor (Deputy Team Leader) with Dubai Quality Award for four consecutive cycles. •Volunteer Senior Business Excellence Assessor with Abu Dhabi Health Services (SEHA) internal awards for Two consecutive Cycles •Volunteer Business Excellence Assessor with Dubai Electricity and Water Authority DEWA internal awards. •Founding Member and Subject matter expert in the Etisalat Engineering Star Rating Program (EFQM Based). •Developed and delivered number of EFQM training sessions in Etisalat for the middle and senior management. My participation as an assessor in many business excellence awards has enriched my knowledge and broadened my prospective across different sectors were I have interacted with visionary leaders and senior executives, exposed to best practices across Many organizations in areas such as Business Continuity and Crisis Management, Engineering Operations, Leadership, strategy, HR, Supply chain management, finance, IT, Customer experience & Corporate Social Responsibility Show less

Incident Management and Planning Engineer

• Jun 2010 - Jan 2013

Accountable for delivering technical and administration support for the Incident Management team, identifying & implementing applicable Service/Operation Level Agreements, conducting periodic review meetings with all GSM Network maintenance stakeholders, participating in the preparation and the development of the Business continuity and contingency plans.Achievements:• Developed the section appraisal system and related targets, measures and KPI’s which were cascaded with the section’s/department targets and the overall strategic goals as well as developing a smart employee appraisal system to align all objectives.• Consolidated and archived the technical database and network topology diagrams in a single shared point which helped in reducing the troubleshooting and decision making time.• Highlighted and marketed the section achievements and contribution to the executive management, raising departmental profile which resulted in securing better support and resources. Show less

Engineer / Integrated Service Maintenance

• Oct 1998 - Jun 2010

Meeting the targeted network maintenance KPI’s and keeping GSM access networks fault free.Optimizing the resources to improve the section results in term of failure response time, Service level agreements and related Key performance indicators.Responsible for insuring a 24 Hrs Maintenance of GSM transmission links ,coordination with related sections and escalation to higher managementResponsible for arranging the contingency plan and manning for special events and VIP occasions to ensure uninterrupted GSM coverage.Issuing periodic and special technical reports on GSM link failures with elaborated analysis.Performing preventive maintenance and link migration to more stable systems.Supervising the Provisioning of 2Mbit/s Links for G.S.M Sites (A-bis interface) using SDH network, H.D.S.L (High bit rate Digital Subscriber Line) modems, Lucent AM1 systems, Microwave links, Fiber Optic cabinets and GPON System.Supervising different G.S.M operations like reallocation of BTS’s, BSC migrations and site expansion.Maintenance of Fiber optic Cabinets with different services like PSTN, ISDN and ADSL installed in different indoor and outdoor locations.Coordinating with different fault reporting centers, engineering sections and Etisalat Customers for reducing outage time and providing faster response for critical faults and VIP customers. Maintenance of LD (Leased Data), Alarm and PRI (Primary Rate Interface) Circuits.Technical reports writing, job allocation control, over time control and database administration. Show less