SaaS operations lead

• Sep 2023 - Present

SaaS system Design, Implementation & PM Consultant

• Feb 2023 - Sep 2023

Head Production & Support

• Sep 2017 - Jan 2023

• Established a 24/7 global customer support and operation teams, ensuring round-the-clock service and response for customers. • Maintained a customer-centric approach across the company, fostering collaboration and mutual understanding of customer needs and expectations. • Collaborated with cross-functional teams to address & prioritize system and customer issues and provide satisfactory resolutions. • Managed cross-functional projects, providing clear project status, risk management and mitigation. • Effectively handled service crises, driving efficiency improvements, and incorporating lessons learned. • Responsible for the company Resiliency targets, downtime budget monitoring and KPIs definitions. • Resiliency reviews with all services team leaders with aim of mapping and reducing to the minimum the SW dependencies and have proper fallbacks and gradual service degradations in place, service health analysis. • Facilitated bi-weekly workshops on new services, procedures, and company features. • Monthly comprehensive reports on systems, clients, and projects to stake holders & management. • Demonstrated Agile methodologies and Scrum process, enhancing team delivery and efficiency. • Successfully addressed a customer's needs by providing detailed information, resolving issues efficiently, offering personalized recommendations, and acting as a trusted advisor. • Implemented effective communication strategies, including QBRs and bi-weekly operational meetings to improve customer interaction and relationships Show less

Production Manager

• Jul 2010 - Sep 2017

Lead a group of 10 Cs-core Specialists: Planning Network assignments and projects schedules, training, and implementing work procedures. • Enhanced customer satisfaction by effectively managing customer escalations, resolving issues promptly, and providing clear communication. • Conducted regular review meetings with the team to assess progress and identify areas of improvement. • Strategically delegated responsibilities and managed resources for maximum efficiency. • Fostered a collaborative and motivating work environment that enhanced team productivity. • Directed continuous service improvement strategies through data analysis and performance reviews. • Established and maintained strategic partnerships with service providers, vendors, and stakeholders. • Leveraged expertise in network technologies to resolve complex technical issues. • Oversaw the implementation and maintenance of network infrastructure, including regular system updates software upgrades. • Provided technical training and guidance to team members, supporting their professional development and competence in their roles. • Proactively mitigated potential service delivery issues through effective risk management and contingency planning. • Led the development and implementation of processes and guidelines to standardize operations and ensure adherence to industry standards and regulations. • Facilitated cross-functional collaboration to improve service delivery and resolve inter-departmental issues Show less

CS-Core Egineer

• 2004 - Apr 2010

• By working in the Core O&M Engineering Department Team I have been responsible of every daily activity in the 2G and 3G Switches. My manly tasks include: o Responsible of the Network Consistency checks and solution of the daily problems o Expert in GSM MSC AXE10 (APZ33,40) o Expert in WCDMA MSCS AXE 810 (APZ40 and APZ50), APG40 with NT & windows 2003 and Ericsson MGW CPP node R3 & R4. In the past months and still now I have been the main responsible for the integration and provisioning into the network of the new Ericsson Core Switches: Integration, Dimensioning, Provisioning and Reparenting to the new Network are weekly tasks I have been involved since January 2006. o Expert in Nortel UMTS DMS MSC – XAC. The Orange MSC before the SWAP to the Ericsson MSC-S has been the Nortel DMS MSC. During this time and for 1 year and the half I was involved in all the Network daily activities and I participated at the SWAP preparation and implementation to the Ericsson MSC-S. o Responsible of the Integration and daily Provisioning of the Orange ATM Backbone based on Nortel PP15K Aggregation Nodes. o Expert in VMS-insight 3.6 & 3.7.3 • Responsible of all software & hardware upgrades (last upgrade - R11 ) • Very good knowledge of SS7. • Core Network design. Show less

NMC Technician

• Jul 2001 - Jul 2004

• NMC project manager of 3G WCDMA network implantation. • Giving first level solutions for: access, Switching, DATA, WAP, and GPRS malfunctions. • Managing and supervising the network daily routines. • Monitoring and supervising the entire GSM & WCDMA network. Achievements: OTS for WCDMA implementation in the NMC. • NMC project manager of 3G WCDMA network implantation. • Giving first level solutions for: access, Switching, DATA, WAP, and GPRS malfunctions. • Managing and supervising the network daily routines. • Monitoring and supervising the entire GSM & WCDMA network. Achievements: OTS for WCDMA implementation in the NMC.