- Engage with customer /Development /product managers /solutions engineer team to translate requirement into a customer solution & integration with existing services (P2P and A2p Messaging / data processing /simulation software)- Quarterly/Yearly planning on SW/Reporting changes, prioritization planning.- Lead migration project of systems and reporting for tier1 customers.- Outage & Critical Situation management for production services - Team management: Management of European… Show more - Engage with customer /Development /product managers /solutions engineer team to translate requirement into a customer solution & integration with existing services (P2P and A2p Messaging / data processing /simulation software)- Quarterly/Yearly planning on SW/Reporting changes, prioritization planning.- Lead migration project of systems and reporting for tier1 customers.- Outage & Critical Situation management for production services - Team management: Management of European team of Service Managers (4 years) Show less

- Provide weekly, monthly, quarterly and annual review and planning on Sw releases.- Monitor SLAs, define and monitor KPI-Customer management, regular meetings to drive progress, evaluate bottle-necks and provide corrective action plans when necessary.• Manage projects/ service delivery to Premier customers by coordinating with Customer, Technical Resources, Support , Sales and Development team.

• Ensure service readiness and relevant Support Team Structure, personnel, systems , processes, are in place ( internal IBM support structure as well as external service providers) • Collect business requirements, Project Management of system integration / new processes across EMEA ( Internal IBM and external service providers)• New processes creation and SLA/ OLA negotiation with client , implementation in EMEA.

• Define and monitoring team KPI’s and drive actions when necessary.• Ensure SLAs are met.• Lead EMEA roll out of IT Systems changes projects.• Redefine internal processes. • Point of contact for critical customer escalations.• EMEA Level 2 engineer ( Worked on tech escalations where In country teams were unable to resolve)

- HW/SW Crossband Customer Support- Team Coach & Mentoring new team members.- Analyse performance reports & identify training needs for the South Region team .

- Network Administrator & Computer Technician.- IT Lecturer