Experience

TPAY MOBILE

• United Arab Emirates
• Financial Services
• 100 - 200 Employee

• Senior Operators Account Manager

  • May 2023 - Present

  - An Operator Account Manager for TPAY mobile operator partners in the MENA region, central & south Africa, and Far Asia such as (Zain, Orange, Vodafone, Ooredoo, WE, DU, STC, Etisalat, Dialog, Batelco, Mobily, Air Tel) groups.- Align with all operators’ technical connectivity requirements (DCB payments and wallet payments).- Communicate with commercial team, Internal management & partner stakeholders to follow operator’s KPIs & Forecast (Revenue, Active subscribers, Unique payers, API connection stability).- Reporting operators’ KPIs and different payment products to operations manager & CXOs- Communicate and align new integrations and technical migrations between TPAY and operators (Development, Testing, Deployment & Go Live).- Follow up with Engineering team on open tickets related to operators that affecting the business (charging & acquiring) users.- Communicate with Stakeholders via calls, emails, meetings.- Align with operations teams (Account managers & Integration) the numbers of launches and projects to be released and live upon these operators.- Align with support day to day monitoring the technical errors, SMS responses & API connectivity for all web services on telecom operators Show less

• Senior Technical Account Manager

  • Oct 2019 - May 2023

  Managing a wide range of integration projects between TPAY platform & web services for end users across all MENA region’s phone carriers. Clients (MBC, Google Playstore,Shahid, Anghami, etc)- Coordinate the project from early stages and align with commercial team and presales for project requirements, Pipeline priorities, project forecasts for revenue & active subscribers.- Managing a technical integration squad for the agile development & QC process to ensure project’s timeline, deliverable and align resources with team leaders.-Report to service delivery manager the project’s status, targets of delivered projects & squad’s KPIs on monthly basis.- Communicate with phone carriers parties to get commercial acquisitions approval for the projects.- Monitor Live merchant’s acquisitions and ensure there are no marketing violations or misleading campaigns that would break national telecom association rules.- Ensure SLA and successful delivery of our solutions according to customer needs and objectives through emails, Skype meetings, etc.-Improving operational management systems, processes and best practices that guarantee organizational well-being. Show less



Orange Business

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Information Technology Analyst

  • Apr 2018 - Oct 2019

  Main responsibility involves the overall coordination of Incident handling with appropriate support groups till final resolution for Orange Business Services user’s communities.- Incident handling and coordination for Equant and France Telecom.- Providing an interface between the IT Helpdesk and numerous 2nd Level teams.- Troubleshooting and managing complex incidents acting as 2nd level within the time frame agreed with the business.- Performing and managing technical/1st level escalations in line with ITSM Fault Management.- Weekend on call support for major incidents.- Assisting in the coordination of major outages and participating in crisis management.- Being part of pilot projects, major projects and changes as a main contributor providing testing, analysis and feedback to the project owners. Show less

• Lotus Notes Administrator

  • Apr 2018 - Oct 2019

  Main responsibility involves the overall coordination of Incident handling with appropriate support groups till final resolution for Orange Business Services user’s communities.- Incidents and changes processes for the Lotus Notes service.- Incident handling and coordination for Equant and France Telecom.- Providing an interface between the IT Helpdesk and numerous 2nd Level teams.- Troubleshooting and managing complex incidents acting as 2nd level within the time frame agreed with the business.- Performing and managing technical/1st level escalations in line with ITSM Fault Management.- Weekend on call support for major incidents.- Assisting in the coordination of major outages and participating in crisis management.- Being part of pilot projects, major projects and changes as a main contributor providing testing, analysis and feedback to the project owners. Show less

• Technical Support Engineer

  • Dec 2016 - Apr 2018

  The Helpdesk agent will document, troubleshoot and resolve all IT/PC related customer incidents. Responsibilities will be the following:- Provide timely and professional technical support for all IT incidents.- Diagnose incidents utilizing administration tools or remote control utilities to troubleshoot PC, operating system or system incidents.- Perform technical escalations in line with our Fault Management policy.- Ensure incidents are routed to the proper next level/organization as part of the incident management process.- Document all troubleshooting and case management actions via our incident management system.- Telephone support and shift hours mandatory. Show less