Mohammed AbuJubara - IT Operations Senior Manager at Atheeb Telecoms Consortium

IT Operations – OSS / BSS Senior Manager at Atheeb Telecoms Consortium

Nationality

Jordanian

Work category

IT and Technology

Education

Bachelor/Degree

Profile Activity

A results-oriented business professional with more than 12 years of experience Contributed in successful start-up operations, product development lifecycle, customer care, and IT OSS / BSS service management in telecommunication sector. Define complex product requirements, road map, business rules, and positioning, Manage ongoing New Feature Request and Product Release processes. Ability to quickly assess business operations and implement the proper balance of people, processes, and technologies to improve employee productivity and achieve high client service levels. Excellent leadership, communication, team building, strategic planning, and problem solving skills. Recognized for having the ability to develop client-focused organizational cultures resulting in significantly higher customer satisfaction, Extensive experience and proven track record of delivering business processes supporting customer experience management lifecycle, proficient throughout all stages of all project development from conception through to post implementation of rollup telecom companies startup.

Mohammed AbuJubara's Professional Experience

2009 - Present

Atheeb Telecoms Consortium - IT Operations – OSS / BSS Senior Manager

Jubara was responsible for Atheeb telecom IT operations department. The operations include 5 departments and total of 70 staff members reporting to him direct/indirect from OSS, BSS, Infrastructure, helpdesk and POD Support driven by technical arm partners Wipro, Jubara absorbed the operations support and service fulfillment including CRM, Service management, resource management, ordering process service configuration / activation and resource provisioning with the following roles and responsibilities:-.

- Ensure that key SLA’s regarding the operation and support of Operation Support Systems and Business Support Systems are met
- Direct daily operations of department, analyzing workflow, establishing priorities, developing standards and setting deadlines
- Track, analyze and respond to 2nd level support enquiries to ensure the terms of any SLA’s are met
- Maintain production, UAT, system test and training environments
- Review and apply configuration change requests into the application environments
- Deploy new versions of software and reports and maintain effective change management
- Ensure that key automated business processes execute as and when required
- Liaise with the test and development teams to help diagnose any bugs that are raised as support or operational issues
- Liaise with other technical teams and partners to help diagnose any data anomalies that are raised as support issues
- Liaise with the test and development team to understand the operational and support impact of new features developed
- Liaise with the business analysts to help identify any change requests that are raised as support issues
- Secure and maintain in depth, up to date working knowledge of the applications provided
- Secure detail understanding of any new functionality developed in the applications,
- Revise and update existing documentation in line with new functionality
- Maintain good understanding of business processes,

Key Skills
CRM data IT Operations Reports Resource Management SLA
2009 - Present

Atheeb Telecoms Consortium - IT Operations – OSS / BSS Senior Manager

Jubara was responsible for Atheeb telecom IT operations department. The operations include 5 departments and total of 70 staff members reporting to him direct/indirect from OSS, BSS, Infrastructure, helpdesk and POD Support driven by technical arm partners Wipro, Jubara absorbed the operations support and service fulfillment including CRM, Service management, resource management, ordering process service configuration / activation and resource provisioning with the following roles and responsibilities:-.

- Ensure that key SLA’s regarding the operation and support of Operation Support Systems and Business Support Systems are met
- Direct daily operations of department, analyzing workflow, establishing priorities, developing standards and setting deadlines
- Track, analyze and respond to 2nd level support enquiries to ensure the terms of any SLA’s are met
- Maintain production, UAT, system test and training environments
- Review and apply configuration change requests into the application environments
- Deploy new versions of software and reports and maintain effective change management
- Ensure that key automated business processes execute as and when required
- Liaise with the test and development teams to help diagnose any bugs that are raised as support or operational issues
- Liaise with other technical teams and partners to help diagnose any data anomalies that are raised as support issues
- Liaise with the test and development team to understand the operational and support impact of new features developed
- Liaise with the business analysts to help identify any change requests that are raised as support issues
- Secure and maintain in depth, up to date working knowledge of the applications provided
- Secure detail understanding of any new functionality developed in the applications,
- Revise and update existing documentation in line with new functionality
- Maintain good understanding of business processes,

Key Skills
CRM data IT Operations Reports Resource Management SLA
2008 - 2009

Atheeb Telecoms Consortium - Contact Center Senior Manager

Jubara Joined during startup phase, pre-launch, and lived up the whole launch experience with all its time restrictions and assets shortages with successful outcome delivery.

- Dynamically participated in making of the operation strategy on the commercial front in terms of target customer segments, customer experience, customer proposition and the offering along with sales and marketing team.
- Created and implemented the customer experience strategy aimed at delighting corporate customers across all fronts.
- Participate in Built up the whole customer care department.
- Recruited staff on all levels
- Built up the organizational capabilities.
- Designed the after-sale customer experience.
- Designed and implemented the detailed system capabilities requirements and agreed/implemented with technical departments the implementation plans.
- Created the business plans and budgets for the department.
- Managed –first hand- the operations directly during the launch phase before the key staff joining

Key Skills
customer care Marketing strategy
2008 - 2009

Atheeb Telecoms Consortium - Contact Center Senior Manager

Jubara Joined during startup phase, pre-launch, and lived up the whole launch experience with all its time restrictions and assets shortages with successful outcome delivery.

- Dynamically participated in making of the operation strategy on the commercial front in terms of target customer segments, customer experience, customer proposition and the offering along with sales and marketing team.
- Created and implemented the customer experience strategy aimed at delighting corporate customers across all fronts.
- Participate in Built up the whole customer care department.
- Recruited staff on all levels
- Built up the organizational capabilities.
- Designed the after-sale customer experience.
- Designed and implemented the detailed system capabilities requirements and agreed/implemented with technical departments the implementation plans.
- Created the business plans and budgets for the department.
- Managed –first hand- the operations directly during the launch phase before the key staff joining

Key Skills
customer care Marketing strategy
2007 - 2008

HP - Service Delivery Manager

Jubara was accountable for the operation of SADAD Electronic Bill Presentment & Payment solution. The operations include 3 departments and total of 63 staff members reporting to him from Business Operations Services, Application Operations Services and Infrastructure Operations Services, Jubara work closely with the Service Management, Service Integration and Software Development teams towards the fulfillment of responsibilities and he was directly reporting to COO (Chief Operating Officer)

- Takes overall responsibility for the delivery of all service functions delivered by the payment system, taking custody of the delivery medium and equipment on behalf of the undertaking.
- Ensures that the services managed are monitored and maintained to high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts.
- Uses negotiating skills and personal presence to represent the organization at a high level, both externally and internally, formally and informally, establishing confidence and respect both for the functions represented and as an individual.
- Provides advice to clients/users on the impact of requests for change and ensures that the appropriate impact analyses are carried out before changes are authorized.
- Provides management information and statistics on the progress of changes to senior management and clients/users, including performance against service level agreements.
- With minimum supervision carries out assignments of an investigative nature into the quality or security aspects of any type of development project or service delivery function.
- Provides general guidance on the interpretation of relevant national and international standards (ISO 9001), with respect to the quality system.
- Co-ordinates the corrective action required following an external quality audit.

Key Skills
Contracts negotiating Senior Management Software Development supervision
2007 - 2008

HP - Service Delivery Manager

Jubara was accountable for the operation of SADAD Electronic Bill Presentment & Payment solution. The operations include 3 departments and total of 63 staff members reporting to him from Business Operations Services, Application Operations Services and Infrastructure Operations Services, Jubara work closely with the Service Management, Service Integration and Software Development teams towards the fulfillment of responsibilities and he was directly reporting to COO (Chief Operating Officer)

- Takes overall responsibility for the delivery of all service functions delivered by the payment system, taking custody of the delivery medium and equipment on behalf of the undertaking.
- Ensures that the services managed are monitored and maintained to high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts.
- Uses negotiating skills and personal presence to represent the organization at a high level, both externally and internally, formally and informally, establishing confidence and respect both for the functions represented and as an individual.
- Provides advice to clients/users on the impact of requests for change and ensures that the appropriate impact analyses are carried out before changes are authorized.
- Provides management information and statistics on the progress of changes to senior management and clients/users, including performance against service level agreements.
- With minimum supervision carries out assignments of an investigative nature into the quality or security aspects of any type of development project or service delivery function.
- Provides general guidance on the interpretation of relevant national and international standards (ISO 9001), with respect to the quality system.
- Co-ordinates the corrective action required following an external quality audit.

Key Skills
Contracts negotiating Senior Management Software Development supervision
2006 - 2007

Integrated Telecom Company (ITC) - Contact Center Manager

Jubara Responsible for managing all aspects of a ITC contact centre of 28 seats, inbound and outbound departments with 2 team leaders and 20 agents, Jubara reported to VP operations.
Role includes Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff.
Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels.

Inbound
- Direct call center operations as a liaison between clients, supervisors, and call center employees.
- Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
- Review call center statistics to measure staff performance and the need for improvement.

Outbound
- Motivated and managed an outbound call center
- Developed a system and call scripts to facilitate the efficient management of call volume.
- Introduced an innovative coaching system that delivered increased performance, improved motivation and a reduction in attrition.

Key Skills
data Innovative
2006 - 2007

Integrated Telecom Company (ITC) - Order Fulfillment Manager

Jubara manage and coordinate the administrative operations of ITC product fulfillment for Saudi Arabia. The order fulfillment include 2 departments and total of 8 staff members reporting to him from project management and provisioning departments and reports to network operations director.

- Direct planning and implementation of projects. Contribute in the design and test phases.
- Insure the operation and network performance parameters are met with the highest quality and standards.
- Facilitate the definition of project missions, goals, tasks, and resources requirements; resolve or
- Assist in the solution of conflicts within and between projects or functional areas; develop methods To monitor projects or area progress; and provide corrective supervision if necessary.
- Responsibility for assembling the project staff; for their technical or functional developments, performance, and / or termination during the project or projects.
- Manage projects budget and resource allocations at time.
- Facilitate the definition of service levels and customer requirements. Interact regularly with Existing or potential clients to determine their needs and to develop plans for improving delivery.
- Advocate on behalf of clients’ needs as appropriate to senior management. Work cross-functionally to solve problems and implement changes.
- Put into effect a defined, agreed upon project management methodology.
- Wimax order processing - FTTH, IPvpn and bulk internet bandwidth circuits
- Present oral and written reports defining plans, problems, and resolutions to appropriate level of management

Key Skills
internet Project Management Reports Senior Management supervision
2006 - 2007

Integrated Telecom Company (ITC) - Contact Center Manager

Jubara Responsible for managing all aspects of a ITC contact centre of 28 seats, inbound and outbound departments with 2 team leaders and 20 agents, Jubara reported to VP operations.
Role includes Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff.
Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels.

Inbound
- Direct call center operations as a liaison between clients, supervisors, and call center employees.
- Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
- Review call center statistics to measure staff performance and the need for improvement.

Outbound
- Motivated and managed an outbound call center
- Developed a system and call scripts to facilitate the efficient management of call volume.
- Introduced an innovative coaching system that delivered increased performance, improved motivation and a reduction in attrition.

Key Skills
data Innovative
2006 - 2007

Integrated Telecom Company (ITC) - Order Fulfillment Manager

Jubara manage and coordinate the administrative operations of ITC product fulfillment for Saudi Arabia. The order fulfillment include 2 departments and total of 8 staff members reporting to him from project management and provisioning departments and reports to network operations director.

- Direct planning and implementation of projects. Contribute in the design and test phases.
- Insure the operation and network performance parameters are met with the highest quality and standards.
- Facilitate the definition of project missions, goals, tasks, and resources requirements; resolve or
- Assist in the solution of conflicts within and between projects or functional areas; develop methods To monitor projects or area progress; and provide corrective supervision if necessary.
- Responsibility for assembling the project staff; for their technical or functional developments, performance, and / or termination during the project or projects.
- Manage projects budget and resource allocations at time.
- Facilitate the definition of service levels and customer requirements. Interact regularly with Existing or potential clients to determine their needs and to develop plans for improving delivery.
- Advocate on behalf of clients’ needs as appropriate to senior management. Work cross-functionally to solve problems and implement changes.
- Put into effect a defined, agreed upon project management methodology.
- Wimax order processing - FTTH, IPvpn and bulk internet bandwidth circuits
- Present oral and written reports defining plans, problems, and resolutions to appropriate level of management

Key Skills
internet Project Management Reports Senior Management supervision
2003 - 2006

NESMA - Support Manager

Reporting to the General Manager, primarily responsible for all Nesma Internet & Shomoos customers and managing 3 departments, Nesma technical support, Nesma help desk and Shomoos application support team with a total of 58 staff member.

- Analysis Web based Trouble Ticketing software to log in the customer complaints and track them to closure. Screen pop-ups will be shown on agent’s computer screen along with customer information with the integration between CTI application and the Symposium server.
- Recruiting a team and provide line management.
- Implemented Change/Configuration processes
- Provided service management support for allocated services/applications..
- Managed high severity and on-going problems through to resolution.

Key Skills
General Manager internet Line Management Technical Support
2003 - 2006

NESMA - Support Manager

Reporting to the General Manager, primarily responsible for all Nesma Internet & Shomoos customers and managing 3 departments, Nesma technical support, Nesma help desk and Shomoos application support team with a total of 58 staff member.

- Analysis Web based Trouble Ticketing software to log in the customer complaints and track them to closure. Screen pop-ups will be shown on agent’s computer screen along with customer information with the integration between CTI application and the Symposium server.
- Recruiting a team and provide line management.
- Implemented Change/Configuration processes
- Provided service management support for allocated services/applications..
- Managed high severity and on-going problems through to resolution.

Key Skills
General Manager internet Line Management Technical Support
2000 - 2002

BP - IT Specialist

- Project facilitator by prioritizing all IT related tasks in achieving BP Corporate standards
- Coordinating IT procurements office needs with Local and International vendors, complying all with central Digital Business procurement team.
- Participated in the TBOP (Transform the BackOffice Project) & COE (Common Operating Environment) deployment projects at the Saudi office.
- Assists in the project of commissioning the BP Saudi office Network by connecting it to Dubai BP Hob.
- Supporting proactively MENB (Middle East New Business) team ensuring secure and reliable DB Supply.

2000 - 2002

BP - IT Specialist

- Project facilitator by prioritizing all IT related tasks in achieving BP Corporate standards
- Coordinating IT procurements office needs with Local and International vendors, complying all with central Digital Business procurement team.
- Participated in the TBOP (Transform the BackOffice Project) & COE (Common Operating Environment) deployment projects at the Saudi office.
- Assists in the project of commissioning the BP Saudi office Network by connecting it to Dubai BP Hob.
- Supporting proactively MENB (Middle East New Business) team ensuring secure and reliable DB Supply.

1998 - 2000

compuBase - Technical Instructor

- Technical Instructor for Win NT Admin & core courses.
- VUE computer-based testing service administrator ensuring the integrity of the candidates who took the exams, scheduling the tests, and coordinating with VUE team in the US.
- Focal point of contact between Microsoft Saudi Arabia CTEC’s and Compubase in synchronizing all training schedules according to the latest MOC's, in issuing all granted certificates to all passed students and in evaluating new releases of Microsoft products.
- Conducted professional trainings on all Microsoft applications Access, MS Project, Front Page, MS outlook, Office 2000 for major accounts like i.e. ARAMCO, Ministry of Interior, King Fahad Military Hospital and King Fahad Library.
- Strong contributor in sales and marketing activities in the region presenting Compubase training courses to the public.

Key Skills
Administrator Marketing Microsoft Applications MS Project Outlook
1998 - 2000

compuBase - Technical Instructor

- Technical Instructor for Win NT Admin & core courses.
- VUE computer-based testing service administrator ensuring the integrity of the candidates who took the exams, scheduling the tests, and coordinating with VUE team in the US.
- Focal point of contact between Microsoft Saudi Arabia CTEC’s and Compubase in synchronizing all training schedules according to the latest MOC's, in issuing all granted certificates to all passed students and in evaluating new releases of Microsoft products.
- Conducted professional trainings on all Microsoft applications Access, MS Project, Front Page, MS outlook, Office 2000 for major accounts like i.e. ARAMCO, Ministry of Interior, King Fahad Military Hospital and King Fahad Library.
- Strong contributor in sales and marketing activities in the region presenting Compubase training courses to the public.

Key Skills
Administrator Marketing Microsoft Applications MS Project Outlook