• Overseeing end-to-end service delivery processes to meet or exceed service levels and performance metrics.• Leading client relationship management activities.• Continuously improving service delivery processes for enhanced efficiency and customer satisfaction.• Ensuring understanding and adherence to service contracts and SLAs.• Managing financial aspects, identifying, and mitigating risks, and providing leadership to service delivery teams.• Cultivating a culture of… Show more • Overseeing end-to-end service delivery processes to meet or exceed service levels and performance metrics.• Leading client relationship management activities.• Continuously improving service delivery processes for enhanced efficiency and customer satisfaction.• Ensuring understanding and adherence to service contracts and SLAs.• Managing financial aspects, identifying, and mitigating risks, and providing leadership to service delivery teams.• Cultivating a culture of continuous improvement and ensuring compliance with regulations.• Supervision IT projects analysis and designing IT services modernization plans.• Developing short- and long-term IT services enhancement plans for government IT department.• Vendor, cross-functional teams, internal teams, and Stakeholder management Show less

IoT projects lead (For City of Fredericton), Pool Watch was the main project to design/build/operate a prototype, features required were mainly monitoring public swimming pools water quality, provide city pools management with all required pool water status remotely to allow them to immediately take the right decision. Worked with the City of Fredericton (Innovation Department) to collect the business requirements, then made the proper analysis to understand the business proposal, then to… Show more IoT projects lead (For City of Fredericton), Pool Watch was the main project to design/build/operate a prototype, features required were mainly monitoring public swimming pools water quality, provide city pools management with all required pool water status remotely to allow them to immediately take the right decision. Worked with the City of Fredericton (Innovation Department) to collect the business requirements, then made the proper analysis to understand the business proposal, then to create the technical design. The prototype was utilizing Lora WAN sensors to cloud solutions over AWS, GCP and IBM IoT cloud.Pool Watch was not the only project, as I worked for other projects such as:- Public transportation units (Buses) routing optimizations.- Crowd solutions in public transportation Show less

At the Applied Research & Innovation department, we work on applying the latest IT technologies in real projects to show the live application of of the technology on real life projects.

• Led onsite customer services support team for NSW (NOKIA Software - Provisioning) FlowOne (was known as Instant Link) provisioning application (capacity of +20 million customers).• Handled & supported L2/L3 technical issues, and sometimes L1 as well.• Designed & implemented technical systems reports (Oracle Database queries/SQL).• Designed & reviewed HLDs for system modules and supervised the implementations. • Designed & implemented onsite customer service process for STC… Show more • Led onsite customer services support team for NSW (NOKIA Software - Provisioning) FlowOne (was known as Instant Link) provisioning application (capacity of +20 million customers).• Handled & supported L2/L3 technical issues, and sometimes L1 as well.• Designed & implemented technical systems reports (Oracle Database queries/SQL).• Designed & reviewed HLDs for system modules and supervised the implementations. • Designed & implemented onsite customer service process for STC 24/7 Support/Operations teams.• Supervised Instant link/FlowOne product upgrades, warranty, and support models with NOKIA/STC• Worked with NOKIA business resources to enhance our business preposition with our customer. Show less

• Leaded customer service support team for FlowOne provisioning application (capacity of +20 million customers).• Designed & implemented systems reports (Database queries/SQL).• Analyzed & facilitated communications with different issue-related departments.• Assisted operations & development teams with debugging application issues.• Designed & implemented customer service process for STC 24/7 Support/Operations teams.• Managed MVP projects team.• Managed the technical… Show more • Leaded customer service support team for FlowOne provisioning application (capacity of +20 million customers).• Designed & implemented systems reports (Database queries/SQL).• Analyzed & facilitated communications with different issue-related departments.• Assisted operations & development teams with debugging application issues.• Designed & implemented customer service process for STC 24/7 Support/Operations teams.• Managed MVP projects team.• Managed the technical delivery for upgrading Instant Link application to FlowOne version.• Created technical documents for recurring issues related to latest technologies such as Cloud, Big Data projects and IoT. Show less

As the head of the onsite customer services team for the Data Charging Platform (DCP), I spearheaded the team's growth, training, and development to ensure top-tier customer support. My technical expertise allowed me to create comprehensive manuals for handling technical issues at STC and Zain operations centers, facilitating seamless operations. I have a knack for designing and implementing effective technical solutions that address complex challenges. Moreover, I excel in managing customer… Show more As the head of the onsite customer services team for the Data Charging Platform (DCP), I spearheaded the team's growth, training, and development to ensure top-tier customer support. My technical expertise allowed me to create comprehensive manuals for handling technical issues at STC and Zain operations centers, facilitating seamless operations. I have a knack for designing and implementing effective technical solutions that address complex challenges. Moreover, I excel in managing customer relations, actively introducing our latest fixes, updates, services, and products to enhance customer satisfaction and operational efficiency. Show less

Now I'm working for Volubill as Teleco Consultant in the Mobile Broadband service department, MDC (Mobile Data Charging).The position is located in Saudi Arabia STC.

-IT Mediation & Provisioning section .. -WiMAX Fixed line Mediation,Provisioning and Interconnection consultation services.

-STC Interconnect Implementation-STC Interconnect Support/Operations-Nawras Omar Mediation & Provisioning

IT section, implementing the International Interconnect system (ITU INTEK V7.1)ITU INTEK V7.1 Implementation & design.I've been there in STC twiceFirst:For Implementing ITU.Second:For Launching the settlement module (IBS/OBS/SSM) Gneral:Billing Interconnect System

Pre-Launch teamBilling Provisioning Support team.Billing System Analyst

IBS - Integrated Billing System CC - Cycle Control team