Saeed Hamid Email & Phone Number

1. Build a relationship with the Key Account customers and understand the customer’s position and need.2 Align services to Key Account customer's business and IT priorities.3. Manage engagements and reactive incidents to ensure that customer’s needs are met4. Provide timely resolution of customer support issues, escalating as needed.5. Build relationships and gain trust.6. Use customer feedback to continually improve.7. Own the overall support relationship with Key Account Customers 8. Effectively work with telecom Services and Sales to deliver a unified customer experience.9. Be responsible for the assigned solution and opportunity and be the point of contact towards the customer for such an opportunity.10. Ensuring that competitive technical offers are submitted with the latest techonologies and features.11. Identifying and supporting add-on sales opportunities during contract fulfillment.12. Make sure of a smooth delivery of opportunities communicating with Projects, and Network rollout.13. Keep the Head of Technology informed about progress and relevant matters related to the main tasks.

- Field Support ,Resource Trouble Analysis & Management.- Trouble tickets management .-Reviewing & update existing complaints handling procedure and make recommendations for its improvement.-Issuing notification for any service outage or degradation to the relevant groups including NNCC for any service affecting & critical faults. - Analyzing & localizing service & non-service affecting resource troubles.- Coordinating with field technician to fix resource faults and with TTAC for escalated issues.- Coordinating & troubleshooting with district technicians - Interface with Engineering for new project coordination & database collection.- Ensuring staff, NMS/EMS, RTTS data readiness and 24/7 Operations.- Analyzing Data Network Performance on the basis of data collected from Trouble Tickets, Network Faults through NMSs.- Preparing & issue daily outage, Core Link Statistics investigation report- Data Customer Care Support.- Analyzing, preparing and getting the approval of MDT/TCs.- Implementing MDT/TCs.- Coordinating to correct the installation deficiencies with relevant Groups.- Providing support for any new projects related to DATA network.- Troubleshooting Cisco CRS-1, GSR12816, 7613, 7609, ME3400, 7606, , router which are utilizing STC core Transmission Network.SDH Section: - SDH & DWDM Troubleshooting: LUCENT,ADMU,Lambda Unite,OLS 80g,OLS400),HUAWEIOSN 1500,2500 3500, 9500, BWS1600G,Siemens HiT 7070,7060,7030,SMA,SLD)- Use different types of test equipment for fault analyses, optical attenuator, optical power meter,VFL.OTDR for faults and fiber cut detections