• Implement processes to increase the KPIs and productivity of team members while optimizing tasks.• Oversee team members' daily tasks, including Alarm /KPI monitoring, Daily Packet Core Node Health checks, Escalation Management, KPI Reporting, and trouble ticket logging/follow up/closure.• Increase customers' satisfaction and overall service delivery by conducting preliminary checks on subscribers’ faults.• Streamline operations by ensuring that standards are followed to prevent KPI breeches.• Liaise with Back office team to ensure KPIs outside target are investigated and addressed accordingly using performance monitoring/Reporting tools like Eniq stats, Grafana, Nagios, PRTG, SKPI, RADII etc. • Improve communication with clients by responding to queries and providing updates on Critical/Major Incidents.• Provide incident management support, including incident report, analysis, remediation, and avoidance strategies.• Responsible for sharing Packet core KPI status twice daily and 24/7 in the incident WhatsApp group for PACO leadership/MTN Top managers. • Address and report Top 5 Packet core Issues and indicate actions required from customers during the weekly governance meetings to impact operations. • Provide bespoke solutions to customer-centric issues through investigations and automation processes.• Liaise with OSS team to effect automation of some packet core processes. E.g. Auto ticketing for Critical/Major Alarms (Closed) and Traffic based KPI (Ongoing.)• Coordinate approval process of expense claims for the entire Packet core team (Front office/Back office/OSS/Optimization) and follow up on pending claims with Ericsson Internal group and respective agencies of the resources.

• Attained optimal productivity by providing workforce support through shift /task scheduling, training, and performance management.• Reduced complaints by 30% and improved customer management operations by 20% by using Remedy to manage the Trouble Ticket raised by the front office team.• Facilitated best practices by developing training content to intimate the team on new applications.• Taught the team how to use Infovista in six steps and managed clients' expectations.• Ensured the required technical and operations staff join the incident calls and facilitated timely resolutions.

• Performed major incident debriefs, oversaw service management and initiated escalation procedures.• Successfully taught the team how to review OLM documents and conduct training needs analysis and evaluation.• Automated and standardized Packet Core Front office daily reports such as MTN Packet Core Throughput (BH/24Hrs) Trend and updated KPI Trackers.• Followed up on escalations to 3PP vendors through their escalation Matrix and implemented strategies to manage all escalations.• Assisted in gathering information for developing OLA/WLA used in the MTN-MS-Packet Core project.• Reviewed the continuous improvement incident management process and reduced/prevented recurring incidents.

• Coordinated and supervised the surveillance of 13 engineering team members per shift while maintaining standard operational standards.• Ensured all alarms on network elements were monitored, captured, correctly interpreted, logged, and resolved while faults that cannot be resolved within limited period are escalated/dispatched in line with the severity classifications NOC Procedures to resolving units, e.g. Field Engineers, Back Office Unit etc.• Coordinated a group of Integrated Site Monitoring (ISM) Vendors (10Nos) and their activities with 12 NOC Representatives within Zain-NOC premises.• Ensured sites allocated to vendors were monitored and adhered to meeting vendors' SLAs. • Coordinated the monitoring/Dispatching of all INALA Sites and ensured all approved NOC job orders were executed.• Managed and planned the schedules of over 50 staff and executed task strategies that supported productivity without disrupting workflow.• Ensured all logistics, costs reports, and events such as restricted movement/emergencies like Monthly Environmental sanitation day, labour union industrial actions were reported to the HR.

Supervised and oversaw the activities of 11 team members of the Network Controllers unit and provided customer support.

Monitored and managed active\functional network elements (Motorola BSC, XCDR, and BTS) and identified solutions while providing viable solutions.

Provided project engineering and service improvement support.

Developed and implemented database for power stations equipment while providing project support.