• Development of the Expert Unit, managing a global team of 25 Senior Solution Architects and Integrators in 5 sites in Europe and execution of the service offering, for all NM portfolio (ENM, ENIQ, EO, EIC/EIAP), including 5G and CloudRan, used by NOCs worldwide, L1, and L2 support teams.• Advanced systems integration and developed high value services (L2) working close with R&D, customers, NOCs and Market Areas by realizing solutions beyond Ericsson standard product SW capabilities.• Driven competence and performance management for over 400 engineers within and across service delivery organizations, and for customers/NOCs, based on NM portfolio needs. • Accountability on critical projects and financial performance, tracking of live node activities, managing service delivery escalations, and services security and trade compliance adherence.• Fulfilled resource management strategy within the unit, incl. lab costs, recruiting, onboarding & coaching, resource dimensioning, planning, budgeting, and financial tracking.

• Line and operational management of Support Engineers for all technologies and customers in Iberia, including goals setting, performance management, financials, competence planning, control and service capacity fulfillment. Operational Management of Cloud Support Engineers in Europe and LATAM.• Full support delivery responsibility for the Iberia Customer Unit, including handover of customers from pre-sales and project to support, problems prioritization, assignment and emergency roster management.• Senior customer support escalation point, responsible for KPI trend management, control and improvement plans.• Led continuous improvement initiatives, e.g., reduction of long duration emergencies.

• Driven support readiness in Europe and LATAM customers for Cloud support: overall support team dimensioning, performance and competence development strategy.• Line and operational management of Cloud domain engineers in Europe, LATAM and India.• Senior Escalation point and secured support customer contract fulfillment (SLA) in Europe and LATAM regions.

• Trusted Quality advisor, responsible for the Market Services Quality assurance and prevention.• Supported and driven Root Cause Analysis and Quality customer escalations upon service issues.• Manage market CoPQ KPIs; Drive improvements across sales and project delivery areas.• Driven improvements derived from customer surveys at market level.

• E2E responsibility for emergency restoration activities (24/7) for over 200 Telecom Operators in Europe, covering full Nokia portfolio, ensuring operational management and Emergency service restoration within the pre-defined SLAs in the Care Contracts.• Leading and coordinating the Management Escalation process for Emergency cases, as well as triggering Code Red process where applicable.• Managing and improving related support processes including service improvement and KPI analysis. Leading ‘After Action Review’ sessions for complex cases aiming at process improvement, lessons learnt and best practices creation.• Managing and leading internal and customer communications during emergency restoration activities.

• Primary Escalation Point providing liaison and support among local offices, development teams and customers, to timely resolve SW/HW network issues (2G/3G/WiMAX/Connected Home).• Responsible for governance of issues resolution and Support Contracts (SLAs), with greater awareness of key issues with revenue or penalty implications, for the following EMEA Customers:GSM/3G: Telefónica Spain, Orange France, Mobinil (Orascom) Egypt, TMN Portugal, Sonaecom Portugal, IAM Maroc Telecom, SoM Andorra, Eritel Eritrea.WiMAX: TDF France, Axione France, Imagine Ireland.Connected Home (Digital TV, IPTV, Cable): Telefónica Spain, ONO, TeleCable, R, Euskaltel.• Managed problem reports and quality issues, provided and presented Technical Summary reports to customers, Quality TL9000 metrics, improved GoS performance, reduced number of Open Issues.• Managed SW Release planning: Load fixes list, release scheduling and Features delivery with PdM/PgM.• Customers’ advocate: Represented customer and local support teams at all levels within Motorola.• Appointed to these additional responsibilities, within the role of Customer Support Manager (CSM):-EMEA 3G SW Release Program Manager• Responsible for approval and Deployment PM of Commercial 3G SW deployments in EMEA.-EMEA Top Issues Coordinator• Managed customer critical issues where business reasons justify a resolution above SLA.-EMEA Escalation Manager• On-call Escalation Support during UK non-working hours in all EMEA area (2G/3G/WiMAX).-EMEA Tools Deployment Coordinator• PM for a proprietary GSM Diagnostics feature in EMEA, budgeted over €1M per year.• Responsible for implementation of 2G/3G network tools in EMEA.-EMEA Support Regional Representative• Provided approval of 2G/3G commercial SW releases on behalf of EMEA region

• Responsible for proactive detection, investigation and resolution of GSM network problems (SW/HW).

• Involved in complete SW Development lifecycle for Layer 2/3 UTRAN feature (SMAP-System Monitoring and Application Protocol): High-Low Level Design, coding, testing and commercial release.• Designed and executed Feature and System Integration testing for the first commercial 3G SW/HW releases.

• Responsible for verification, integration and testing of UTRAN and UE SW Releases.• Provided technical support to UMTS labs in EMEA, field trials and development teams.

• Responsible for design, implementation and testing of services related to the activation, provisioning and Real-Time rating of embedded billing system for Vodafone Spain.