FAISAL MOHAMMED JANBusaiteen-Al Sayh 228, Villa 4957, Road 2865, Kingdom of Bahrain

+973 33011007 • Jan.Faisal@gmail.com

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INFORMATION TECHNOLOGY PROFESSIONALIT & SOLUTION DESIGN MANAGER / IMPLEMENTATION MANAGER

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Certified and progressive IT professional with 17 fruitful years of success in shaping IT solutions and high-quality environment and crafting strategies that support the companies in achieving reduced costs and increased customer satisfaction. Extensively experienced IT manager working with multi-scope systems, managing teams of engineers and technical resources, and establishing relationships with outsourced vendors to best suit business requirements and goals. Performance-driven project manager, leading and motivating culturally diverse teams, scoping project charters and requirements, managing multi-million dollar budgets and conducting state-of-the-art risk and opportunity analysis that result in effective use of resources, achieve targets and drive companies to the next level.

Complex Project Management • Operations Management • IT Requirement Analysis and ImplementationChange Management • Demand Management • Process Re-engineering • Vendor Management

System & Application Design and Development • Benchmarking and Strategic Planning • Data Mining and ReportingIT Infrastructure Management • Team Management and Leadership • Customer Relationship Management

PERSONAL DATADate of Birth: 11/03/1975Place of Birth: Muharraq, Kingdom of BahrainCRP Number: 750308427Nationality: BahrainiMarital Status: Married

PROFESSIONAL EXPERIENCEVIVA BAHRAIN Manama, BahrainIT Project Delivery and QA Manager 04/2012 – present Undertake full-scope project management with advanced IT delivery support, covering project scheduling, responsibility matrix preparation, project objective and plan agreement and adjustment throughout life cycle, test strategy and test plan definition, and project-governance process establishment, backed with preparation and presentation of progress reports to stakeholders and steering committee. Set, track and review Service Level Agreements (SLA) and quality standards; maintain and monitor project risks; resolve suppliers’ performance issues and negotiate SLAs and costs to meet project goals. Manage, finalize and gather requirements for Requests for Proposals RFP; evaluate feasibility and negotiate contracts for equipment, systems and project delivery timelines. Perform Business Process Reengineering, introducing and redesigning core business processes to achieve improvements in time-to-market and quality. Contribute to solution design architecture, proofing concepts and manage the introduction of new features and functional specifications. Liaise with all parties and customers on gathering requirements; managing release-to-production, dry run and cutover strategy plans; ensuring timely delivery, team building and trainings on new systems and solutions for involved stakeholders. Manage capacity planning, performance testing and application tuning programmes on Oracle solutions.

Project, Budget and Cost

Management

♦ Led a 4-million VIVA BSS Transformation project in 2015-2016, upgrading the core BSS IT system of the company to the following Oracle AIA 11.5, Oracle OSM 7.2.2, Siebel CRM 8.1.1.8, Oracle ASAP 7.2.0 and Huawei CBS C21. Cutover on 14th March 2016

♦ Managed the biggest, multi-million dollar Huawei market-entry project in 2014, driving and _

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achieving smooth upgrade of pre-paid billing system to the latest Huawei CBS 5.5 system.

♦ Was widely recognized for superior leaderships skills as shown by leading VIVA project teams and international vendor teams of Huawei, Oracle, NTS, LogMeIn, Cisco, TechM, and Mavric, comprised of project management, business analysis, software development and risk mitigation to ensure timely and on-budget delivery of all projects.♦ Initiated, exclusively managed and embedded testing automation processes provided by IBM Rational Functional Tester with development and cooperation with a team of five outsourced testing specialists, greatly reducing projects’ time-to-market by 50% and cost of resources by 40%.

Operational Development

♦ Developed operationally crucial processes and policies such as IT Security Policy, Documentation Policy, Handover Process, and Demand Management Process and Tools. ♦ Enhanced demand management processes, managing the requirements in one database, guiding the requirement through a multistage governance process, supporting management in decision-making process by providing budgetary details, calculating and planning the effort required, and enabling management to prioritize project phases and to track project progress until finalization. ♦ Introduced a Release Management and Handover Process between development and operational teams, artfully defining guidelines and templates to run smooth business, establishing lessons-learned database, and shaping a solid business requirements’ change process.  ♦ Instituted testing tools that allowed monitoring of project progress and provision of properly updated reports to management.

IT Service Quality

Enhancement

♦ Single-handedly customized and introduced test management tools ― Application Lifecycle Manager (ALM) and Jira, allowing traceability and coverage between test assets, supporting test execution and test suite creation, and easing reporting on test execution. As a result, developers were alerted on bugs on timely manner, which led to dramatic reduction in time-to-market and number of technical errors.♦ Increased quality of delivered products by 37% via introduction of penalty mechanism for partners and developers, institution of tight testing framework and quality gate checklists before launch of any service and product.♦ Agreed with all stakeholders on processes and working templates for each demand management option within product, service or change service delivery, introducing an all-around demand management system in the department that advanced quality and procedures of work.♦ Imposed and implemented post-delivery satisfaction survey tools and processes, establishing quality-centric mind-set and approach towards operational processes in the department.

VIVA BAHRAIN Manama, BahrainIT Design and Implementation Manager 04/2010 – 03/2012Brought on board drive IT development as a start-up project in the company, specifically to integrate, customize and enhance CRM and other systems. Developed company’s IT infrastructure and platforms to accommodate VAS, IN and other product and service enhancements. Analyzed gaps, researched and introduced new functionalities, delivering CR's based on business requirements. Ran complex programs and projects, assuming full accountability from demand management until production, and leading teams, budgets and workflows. Developed detailed plans to drive IT infrastructural change programmes and oversee their implementation (including BSS, ERP, Middleware, Self-care, Post of Sale, DWH). Built long-lasting relationships with project teams, cross-functional personnel and external stakeholders and delivered timely and accurate services backed with ongoing reporting on KPIs, developing and delivering on strategies for contingency planning and risk mitigation, and solving conflicts of interest.

Promise Delivery ♦ Combined, integrated and simplified Point of Sale (NTS Wincash) and Oracle Siebel CRM systems, allowing usage of one unified system for sales, record entry and customer service, which resulted in quicker sales time and decreased time waste on manual administrative

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activities by the retail team.♦ Successfully managed the launch of MNP integration with TRA system in accordance with agreed timeline and budget, developing a fully automated system that provides necessary alerts to the customer care team and produces reports to meet SLAs for number portability. ♦ Contributed to achievement of a quicker response rate to customer queries in call centers and shops via customization of Siebel system and database that allowed access of all possible customer data within one system; integrated the latter system with Huawei IN platform and Oracle BRM. ♦ Developed IT Design & Implementation objectives, service-connected policies, procedures, systems and frameworks, achieving high level of efficiency and streamlined operations across whole IT department.♦ Provided ground-breaking level of stability and high performance of IT services to all end users by driving planning, design and implementation of VIVA Bahrain’s IT platform and application suites, and delivering on change and ongoing expansion based on global and industrial best practices and trends. ♦ Initiated, architected and managed launch of cloud solution for management of Call Center operations, replacing the CISCO solution and saving around $6000 annually, in addition achievement of zero downtime and increased customer satisfaction with call center services.

Personnel Management

♦ Led and managed project engineering team, scheduling goals and deliverables, reviewing status reports and undertaking performance appraisals, training, disciplining and career development.♦ Trained the staff of IT divisions on design and implementation skills, as well as general IT service delivery, without compromising on end-user expectations and high level of service delivery.♦ Supported the IT department and HR with learning and development needs assessment; proactively identified required vendors and provided technical and professional guidance to teams as needed.

ZAIN KSA Riyadh, Saudi ArabiaSolution Design Manager 06/2009 – 03/2010Hired to ensure high-quality technology infrastructure that enables Zain KSA to deliver market-leading telecommunications products and services. Foresaw and ensured accommodation of all marketing requirements in the IT/VAS/IN (Technology) platform for achievement of high customer satisfaction. Managed program team consisting of project management, business analysis, and software development staff, as well as system and technical contractors; monitored overall progress, performance and quality, resolving issues and initiating corrective action as needed. Regularly liaised with top management and all users of information services and systems in establishment and maintenance of a leading IT infrastructure. Provided status reports, quality management reports, as well as ran trainings and change awareness raising sessions to respective stakeholders.

IT Product Management

♦ Consistently delivered all new products and services within agreed levels of quality, time and budget.♦ Implemented a state-of-the-art Credit Control and Collection modules in the billing system based on customer care requirements, increasing efficiency of collection operations by 25%, reducing bad debts and improving cash flow.

Project Management

♦ Developed and instituted an automated system for supplier commissioning process, saving time and effort of retail team on manual calculations, ensuring accurate calculations and real-time data, as well as saving costs for the company through in-house development.♦ Contracted development and introduced a new mobile application that allowed registration and activation of Zain SIM cards by non-branded sales teams, and hence ensured legality of all sold cards by the company in accordance with The Communications and Information Technology Commission policies via back-end data registration and quality monitoring.♦ Conducted full-around programme management cycle, managing project plans and risk mitigation proposals, assuring quality and overall integrity of programmes, managing third-party contributions via on-going communication and collaboration with business, network and financing stakeholders, as well as reporting on programme progress to CTO and top

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management on regular basis.

ZAIN KSA Riyadh, Saudi ArabiaSenior Business Analyst & Technical Team Leader 12/2007 – 05/2009 Acted as key member in establishment of Zain KSA’s IT infrastructure in frames of the Greenfield startup project. Oversaw provision of IT and application support to all employees, managing the operations team of ten. Coordinated operations of all systems and programs, establishing SLAs and high standards of IT quality control, and monitoring adherence to the latter and company policies. Led technical and project teams, developing and monitoring annual budgets, project and capacity plans. Provided technical consultancy and support to the Business, Finance and Marketing teams to launch new services, improve or automate processes and leverage on IT opportunities, aligning the best possible solutions with organizational objectives and strategies. Managed sourcing, selection and cooperation with IT vendors, system providers and outsourced stakeholders, both for development and operations, preparing and negotiating contracts, maintaining long-term partnership, and tracking service delivery.

Sustainable Growth

Management

♦ Successfully managed integration of TABS billing system of Zain with Zonik retail system allowing full capturing of customers into the network and activation of Zain SIM cards within Zonik’s system. The latter contributed to organic growth of Zain, opening 290 fully branded outlet centers through a 3rd party retailer.♦ Fully established inventory and logistics system as a module in TABS, servicing operations of two warehouses, 290 branded outlets and 35 flagship stores. ♦ Performed analysis to identify opportunities for performance improvements; developed and implemented projects enhancing workflow efficiency with sophisticated IT systems and international practices in the field.

Operational Management

♦ Instituted and implemented all policies, procedures, and service provisions of the IT billing department, defining, liaising and signing services level agreement with business users. ♦ Established full front-end applications for the company, among them processes, tools and applications for retail, back office and mobile sales.

Change Management

♦ Developed IT environment and drove change management processes, resulting in smoother IT operations and high service performance.♦ Pioneered and developed a new Retail Management System, replacing old Oracle-based service form with simpler input fields, which resulted in less than 5 minutes of service time per customer by the sales team in shops.♦ Artfully integrated billing system and network element, establishing, establishing provisioning module with network element “Nokia Siemens” with utilization of Nokia Profile Manager for the orchestration purposes and involvement and coordination of the majority of Zain staff in testing before official launch.

Cost Management ♦ Proficiently designed and setup IT infrastructure and processes for the entire company within the set timeframes and budgets.♦ Initiated and customized existing TABS system to capture leads and prospects and then to transfer data to IVR campaign management system for sales conversion, allowing full integration of lead generation processes within the same database and saving tremendous costs for the company by in-house implementation.

INTERNATIONAL TURNKEY SYSTEM (ITS) Manama, BahrainSenior System Analyst & Billing Team Leader 08/2005 – 11/2007Performed system analysis responsibilities, acting as Credit Control and Collections Team Leader in billing system upgrade project affecting over 600,000k customers. Analyzed and turned new business requirements into system solutions, singlehandedly designing, testing and implementing changes, setting up reports and guidelines, and training team leaders and personnel on the latter. Managed and monitored billing support team of 6 members, resolved incidents and escalations and ensured flawless operations for Zain Bahrain within set SLAs. Dynamically contributed to the company’s business decision-making by developing and presenting reconciled reports between billing system and CDR files to Zain Bahrain’s management team, both verbally and in writing.

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Customer Service and Relationship

Management

♦ Leveraged on outstanding customer relationship-management skills, backed with sound technical and troubleshooting techniques, in directing and personally handling complaints and queries from Zain Bahrain stakeholders and cross-functional customers.♦ Dramatically increased customer satisfaction within the customer collection process, developing special scripts to cluster customers and finalize dunning process by end-of-business hours, and avoiding customer disturbance at late hours.

Service Delivery Improvement

♦ Decreased billing cycle duration in half, avoiding full-night processing, via implementing and configuring second billing cycle run for staff and low-end customer groups.♦ Proficiently resolved manual billing reconciliation and increased process and data accuracy by 40% by integrating TABS and ERP systems with automatic data transfer process implementation.

Technical Enhancement of

Business Operations

♦ Designed and implemented new checkpoints, configured new rules, and instituted workflows and conditions for Customer Care, Credit Control, Collections, and Fraud and Revenue Assurance departments, providing end-to-end technical support and meeting changing business needs.♦ Proactively developed and conducted test scenarios ensuring proper implementation of patches on production environment with adherence to ITIL standards of change request procedure, increasing the collection and reducing the debts.

BAHRAIN TELECOMMUNICATIONS COMPANY (BATELCO) Manama, BahrainSenior Analyst Programmer 12/2001 – 07/2005Monitored and undertook technical solutions to ensure effective communication and workflows between business in Credit Control and Retail departments. Handled day-to-day technical operation in Credit Control and CRM system, performing GAP analysis for system implementation and aimed at accommodation of business requirements. Developed customization screens for the GSM Billing system upgrade, “billing-components.de”, creating test scenarios for troubleshooting new system delivery, and acting on findings and providing solutions. Supported Collection and Credit Control departments, analyzing their requirement and implementing necessary customization in the Billing System in accordance with company policies, service guidelines and project budgets. Manage and overcome multi-level suspensions in credit control workflows.

Technical Improvement &

Project Management

♦ Saved the effort of redoing form and report customization to latest Oracle form and report versions, and led the team to meet project deadline via advanced research and collaboration with Oracle team in development of specific objects and reformatted documents.♦ Customized the billing system and implemented an in-house customer record generation module, automating manual effort of the credit control team in customer score calculation and rewarding, and achieving company-wide recognition for efficient solution creation without additional costs and compromise to service quality.♦ Skillfully designed and developed scoring system to automatically feed the loyalty program data and software in timely and accurate manner.

♦ Acted as the ambassador of the GSM Billing System update project, spearheading system documentation, analyzing business functions’ requirements, compiling and presenting status reports, as well as presenting initiatives for further system customizations.

FORMER EXPERIENCEAnalyst Programmer

Bahrain Airport Services • Manama, Bahrain • 00/1999 – 11/2001

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EDUCATION AND CERTIFICATIONS Bachelor in Computer Science • University of Bahrain • Manama, Bahrain • 1999

Mini MBA • Telecommunication Academy • Manama, Bahrain • 2010

ITIL V3 Foundation Certificate in IT Service Management • 2015TOGAF 9 Enterprise Architecture Certificate • 2014

Visual Basic 6.0 Certificate • NIIT • Manama, Bahrain • 1999

TRAININGS AND PROFESSIONAL DEVELOPMENTMANAGEMENT AND SOFT SKILLS

Leadership Skills for Managers •Dale Carnegie Training Center • 2014Leadership Training for Managers •Dale Carnegie Training Center • 2014

Integrative Business Negotiations: The Path to Smart Bargaining • Dale Carnegie Training Center • 2014 Creating Synergy and Alignment •Stepping Stone Global •2013

Neuro-linguistic Programming (NLP) •Berlitz • 2013How to Win Friends and Influence People in Business •Dale Carnegie Training Center •2011

Revenue Assurance •Tones • 2009Fraud Management •Praesidium • 2009

Finance for Non-finance Employees •Gulf talent• 2008Leadership Skills •BIBF •2007

Team Building Skills •Bahrain Chamber of Commerce & Industry • 2006Advanced Project Management •2006

Creative Problem Solving and Decision Making •2006

TECHNICALIntroduction to Banking Systems for Mobile Telecommunications •Telecoms Academy •2015

MS Project Professional 2013 & EPM Server 2013 •BIBF •2015Data Communications for Telecommunications Professionals •Telecoms Academy •2014

Voice OverLTE (VoLTE) •Telecoms Academy •2014Datacoms for Telecoms Professionals •Telecoms Academy •2014

Huawei CBS Base Training •Huawei •2013Huawei Convergent Billing System •Huawei •2013

Mobile Applications & Ecosystems •Telecoms Academy •2012GSM and Billing Fundamentals •ITS •2005

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Inventory Management and Customer Profiles, G/L, •Batelco •2003Network Basics, Provisioning & Rating •Batelco•2003

Advanced Oracle DBA •Oracle Dubai •2002Oracle Designer r.6i •Oracle Dubai •2002

UNIX: Fundamentals, Shell Programming and Administration •NIIT •2000

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