Alaa Ghoneim

• The Contact fulfillment Manager controls operational KPIs for selected customers and projects, according to agreed objectives, agreements, instructions and Ericsson’s company polices, ensuring that all vendors, ASPs and ARPs are fulfilling their KPIs and contractual agreements towards Ericsson and its customers.

Responsibilities:

The Contract fulfillment Manager is a key person in controlling contract execution, customer escalations and contract changes/ updates, which will result in best possible cost control. The Contract fulfillment Manager is responsible for the following parts:

• To manage development and implementation of monitoring systems for departmental performance indicators and standards, including ensuring data quality and compliance with customer contract
• Establishment, control and report of the KPI’s performance results on continuous basis to Ericsson management team based on contract and customer agreements.
• Identify performance deviations and drive improvement plans.
• Measure and analyze Key Performance Indicators and decides on corrective actions.
• Track, follow-up, and report on corrective action progress and results.
• Contract penalty calculations, and penalty scheme updates based on governance model.
• Identify improvement areas that need to be addressed to reach the desired performance reported in the corresponding KPI reports to next level manager in the Business Review meetings.
• Challenge the organizations performance and ways-of-working in the process. The result is a high performing organization.
• As needed, provide guidance on contract matters to operations managers, including training to new managers and other employees in contracting procedures.
• Establish clear communication channels within the customer organization.
• Serve as the point of contact for customers on contractual matters. Act as contractual “middleman” Ericsson and customer, ensuring timely review and approval / reconciliation of variations.

• Drive governance to make sure that all entities within the organization are following Ericsson’s standardized governance model.

• Making sure that all teams within the organization have set OLAs (Operational Level Agreements) and are following these agreements and updating any changes if available through regular governance meetings.

• Acts as MSTOP process champion, where regular follow up through meetings is done with all the MSTOP (Ericsson Standard based on ITIL and ETOM) process owners in the organization to make sure we are adhering to the MSTOP standards.

• Acts as Business Continuity driver, responsible for driving the Business continuity action plan with all concerned stakeholders in case of a crisis or major business affecting outage.

• The FO Shift Manager (Front Office Team Member) is the MSIP appointed responsible for leading a team consisting of (4 dispatchers, Access leader, Core, PS Core, IPBB, Transmission engineers) for monitoring and first level troubleshooting of all the network within Service Delivery Organization at Ericsson Managed Operation towards Etisalat Misr Egypt.

FO Shift Manager (Front Office Team Member) shall ensure that his team is monitoring all the RAN , Core and MPBN alarms and doing the first level troubleshooting within scope of the contract, set KPIs and secure that all the alarms are properly handled whilst ensuring customer satisfaction.

Responsibilities:

• Leading a team for Monitoring all (RAN, Core, PS Core, Transmission & MPBN) Network with in the Etisalat Managed Service contract.
• Ensure that his team is Classifying and accordingly escalating alarms to Back Office via HP Service Manager TT system
• Ensure that his team is Classifying and accordingly dispatching Field Maintenance team alarms to Back Office VIA HP Service Manager.

• Ensure that his team is following up on FM and Back Office teams on outages and down sites via TT system.
• Ensure that his team is sending out notification SMS’s for major outages and down sites.
• Ensure that his team is solving 80% of the faults received on the (Access & Core) Network with in Etisalat Managed Services.

• Responsible for preparing reports measuring outages and availability on the network for the customer.

• Performing regular audits on tools being used and reports and notifications being sent by his team.

• Working on a multi-vendor platform (Ericsson, ZTE, Huawei, etc.)

• Responsible for measuring the performance of his team members and increasing their competence.
• Responsible for preparing the yearly performance review for his team members.

• Technical support of IT services offered to all Zurich North America clients.
• Services include but not limited to desktop hardware and application support; troubleshooting Windows XP and MS Office Suite; Nortel VPN, Cisco VPN (virtual private network); Connectivity problems; Active Directory (Resetting password, adding software and packages to computers, Adding computers to domains); SAP; mainframe; Defragging, installing and uninstalling computer programs; Reimaging computers; computer set up (User account, administrator accounts); Lotus Notes email system; Internet Explorer; Blackberry Support; Wireless connections and more.
• Using Remedy ticketing system to log tickets for client's issues
• Following specified escalation process to ensure resolution of client's problems
• Ensure restoration of services within agreed SLA

• Technical support of IT services offered to all Glaxo Smithkline clients.
• Services include but not limited to desktop hardware and application support; troubleshooting Windows XP and MS Office Suite; Connectivity problems; Defragging, installing and uninstalling computer programs; Reimagingcomputers; Lotus Notes email system; MS Exchange; Internet Explorer; Blackberry Support; Wireless connections and more.
• Using Remedy ticketing system to log tickets for client's issues
• Following specified escalation process to ensure resolution of client's problems
• Supporting clients from North America to East Asia
• Ensure restoration of services within agreed SLA

• Network monitoring on Ericsson’s OSS tool
• Level 1 fault resolution on both BSS and NSS level
• Coordination with field engineers and drive test teams
• Coordination with optimization and integration teams for change requests.
• Monitor 2G and 3G networks and threshold alarms.
• Alarm classification and analysis.
• Maintenance routine result analysis.
• Daily audits and reporting to higher management.
• Leading Ericsson's front office on customer premises both technically and administratively.
• Customer interface and reporting.

• Handling customer's IP network faults and cooperating with over 120 clients (Phillip Morris, Coca-Cola, Marsh & Mercer, …etc) around the globe
• Handle and monitor various types of IP networks including: Frame Relay, ISDN, ATM (Asynchronous Transfer Mode), Nortel DPN, Nortel Passport Troubleshooting.
• Frame Relay.
• ISDN.
• ATM (Asynchronous Transfer Mode).
• Nortel DPN, Nortel Passport Troubleshooting.
• Restore the service within the SLA (Service Level Agreement)
• Act as a liaison between the vendor and the client.
• Coordinate with both clients’ CIO (chief information officers) and local network providers.
• Leading OBS' technical support team.