◦ Led on-boarding, training, and assessments for new joiners and interns to ensure readiness and performance.◦ Managed weekly and monthly project reporting, staffs transfers, and ensured 100% compliance in resignation processes.◦ Enhanced GNOC platform quality metrics and ensured 24/7 operational availability across projects.◦ Conduct shift HO audits and organized technical and soft skill sessions, increasing team performance scores by 20%.◦ Addressed hardware issues, escalated key concerns to management, and maintained a productive office environment.◦ Monitored staff transitions from Front Office to Back Office and supervised resignation and exit processes.

◦ Led International Handover & Training: Traveled to Tunisia to manage the handover of incident managementoperations, providing comprehensive training to local incident managers to ensure smooth operational continuity.◦ Developed Standard Operating Procedures (SOP): Created SOPs that serve as a primary reference for newly on-boardedincident managers, reducing on-boarding time by an estimated 30%.◦ Established Escalation Matrix: Designed an escalation matrix to streamline communication and response times, cuttingaverage incident escalation times by 20%.◦ Supported Project Transition: Played a key role in the transition phase, collaborating with cross-functional teams tofacilitate a seamless project handover and continuity.◦ Delivered Tool Training: Conducted hands-on training for essential operational tools, enhancing team readiness andtechnical proficiency by 25%.

◦ Worked closely with product owners, business analysts, and stakeholders to understand project requirements, userstories, and acceptance criteria.◦ Lead comprehensive analyses of sites with extended downtime, proactively recovering and stabilizing them, and diligentlytracking progress until complete resolution.◦ Investigate and identify root causes of site instability, execute meticulous root cause analysis, and implement strategiesto maintain stability for flapping sites.◦ Participated in daily stand-up meetings, sprint planning, and retrospective sessions to ensure efficient projectmanagement and effective communication.

Optical Fiber, SDH, DWD, FTTH & VSAT