Telecom Support and Maintenance Service

As Service Delivery Manager for a major Telcom account, I played a key role in transforming the maintenance and support services. Leading a team of 50 engineers from 7 differente product lines, I was at the forefront of ensuring smooth operations and quick restoration of services. One of my proudest achievements was creating a comprehensive Disaster Recovery Plan for a telecom provider serving 10 million users. Additionally, I led the design and implementation of a Network Operations Center (NOC), enhancing network monitoring from core to access layers. These efforts were recognized with awards for excellence in network assurance and project management.

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• Managed the full portfolio of maintenance services, ensuring seamless client communication and high-level presentations.

• Led support services for the client, monitoring:

  • Response times

  • Service restoration

  • Implementation of proactive support strategies.

• Developed mitigation and contingency plans for service continuity.

• Established permissible thresholds, alerts, and defined action protocols for service management.

• Monitored and reported on key network performance indicators (KPIs

• Recognized with:

  • Excellent Network Assurance Award (2014)

  • Excellent Maintenance Project Team (2015).