DERYA SARITEPE
Support Contracts & Vendor Management
DUBAI
Summary
Results-driven professional with a proven track record of managing multiple priorities efficiently while maintaining a positive, solution-oriented approach. Highly committed team player who consistently goes the extra mile to support goals and deliver outstanding results. Adaptable, proactive, and dedicated to driving organizational success through collaboration and accountability.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
10
10
Certifications
4
4
Languages
Work History
Support Contracts Team Lead
DU TELECOM/EITC
08.2018 - Current
- Leads timely delivery of support contracts, aligning with business goals and minimizing financial attrition
- Manages full contract lifecycle, ensuring compliance, SLA tracking and minimizing exposure to contractual risks
- Directs contract negotiations with vendors and stakeholders, maximizing value and partnership performance
- Manages RFx lifecycle, from requirements to submission, and acts as key contact for service operations
- Monitors vendor performance against SLAs, fostering continuous improvement and compliance
- Acted as primary liaison between vendors and internal teams, ensuring clear communication and collaboration
- Directs cross-functional teams to optimize procurement and vendor operations
Service Delivery Manager
3W NETWORKS
02.2018 - 07.2018
- Managed ADNOC maintenance service projects, overseeing operational and financial performance to ensure excellence
- Owned end-to-end service delivery, acting as primary customer contact and resolving issues within SLA targets
- Led vendor and customer contract management, establishing regular service review meetings to align expectations
- Implemented sales and support strategies, driving continuous improvement and exceeding customer satisfaction goals
- Monitored service availability and performance KPIs, leading cross-functional corrective actions to resolve issues
- Collaborated closely with clients to understand business priorities and optimize service delivery accordingly
Business Development Manager
3W NETWORKS
02.2018 - 07.2018
- Drove revenue growth by identifying and securing new business opportunities
- Led end-to-end sales cycle: engaging prospects, preparing tailored proposals, and managing client relationships
- Spearheaded tender preparation and RFx responses, ensuring competitive and winning submissions
- Expanded and nurtured existing accounts through strategic solution selling and upselling
- Collaborated cross-functionally with technical teams to deliver client-focused solutions
Senior Team Lead - IT Infrastructure
OASIS INVESTMENT COMPANY (AL SHIRAWI GROUP)
03.2017 - 12.2017
- Supported 1,000+ users across Kuwait, Qatar, Oman, and UAE, ensuring timely issue resolution
- Managed IT Infrastructure Team, meeting KPIs consistently
- Maintained IT inventory and configured network & end-user devices
- Created user guides and technical procedures for smooth operations
- Recommended new technologies to improve business efficiency
- Collaborated with management to align IT with business goals
Network Operations Manager
NOKIA
02.2015 - 02.2017
- Led DU Telecom GPON FTTx migration, deploying 50K+ ONTs in Dubai
- Managed Customer Care and Technical Teams (35+ members) in multicultural environment
- Planned and executed migration, ensuring schedule, quality, and performance targets
- Built and directed service delivery teams, managing resources and KPIs for continuous improvement
- Maintained customer satisfaction throughout project lifecycle
- Monitored quality and project performance; delivered detailed status and improvement reports
- Ensured SLA compliance and coordinated cross-department communication
Senior NPI Engineer
ALCATEL-LUCENT
07.2014 - 02.2015
- Led installation and delivery of Management & Provisioning Systems for DU Telecom GPON FTTx project
- Expert in 7302 & 7335 MSAN, 7360 GPON, and ONT product configurations
- Provided technical support: network element deployment, software updates, and maintenance releases
- Supported GPON services provisioning and Home Device Manager operations
- Developed and implemented Methods of Procedures (MOPs) to ensure smooth project delivery
Senior Customer Maintenance Technical Support Engineer
ALCATEL-LUCENT
01.2012 - 07.2014
- Delivered IP/MPLS L2 support to 200+ EMEA customers including France Telecom, BT, and Deutsche Telekom
- Expert in troubleshooting and maintaining 7750 SR, 7710 SR, 7450 ESS, 7250 SAS/ESS, 7705 SAR, and 7210 SAS devices
- Diagnosed issues and implemented corrective/preventive actions to ensure SLA compliance
- Managed risk communication and provided timely recovery to minimize downtime
Customer Technical Advocate (CTA) - Sandvine (O2 Ireland)
ALCATEL-LUCENT
11.2011 - 07.2014
- Served as primary contact between O2 Ireland and Alcatel-Lucent L2 support teams
- Maintained high customer satisfaction through strict SLA compliance and proactive follow-ups
- Managed escalations and facilitated critical issue resolution and recovery planning
- Produced dashboard and performance reports to monitor SLAs and track ongoing issues
Multi-Vendor L2 Senior Support Engineer
ALCATEL-LUCENT
08.2008 - 07.2014
- Delivered L2 support for non-Alcatel products (Sandvine/Procera & Ericsson Redback) to key NAR & EMEA customers (BT, AT&T, O2, etc.)
- Led team efforts in tracking and resolving all internal and external issues, ensuring SLA compliance
- Managed lab equipment and maintained seamless customer-vendor communication
- Provided direct, timely support to customers, enhancing satisfaction and issue resolution speed
Project Lead - Sandvine / Procera (Turkcell)
ALCATEL-LUCENT
01.2011 - 09.2012
- Led Turkcell DPI & Secure Internet Project, ensuring on-time, high-quality service delivery
- Managed on-site installation, commissioning, and acceptance testing of Sandvine equipment across multiple cities
- Implemented traffic management, user profiling, and URL filtering per TRA requirements
- Monitored project progress and SLAs through dashboard and performance analysis reports
Customer Prime - Ericsson Redback (AT&T, Embarq/Centurytel)
ALCATEL-LUCENT
09.2009 - 09.2012
- Single point of contact between customers and Alcatel L2 support, ensuring SLA compliance
- Built strong customer relationships, managed escalations, and negotiated conflict resolutions
- Coordinated follow-ups and identified critical recovery actions to maintain service continuity
- Monitored SLAs and issue status via dashboard and performance analysis reports
Knowledge Management Responsible
ALCATEL-LUCENT
10.2008 - 07.2011
- Lead Knowledge Management tool operations, providing global support
- Collaborate with Ask-AL test group to evaluate and enhance KM productivity
Education
MSc - Engineering Management
GALATASARAY UNIVERSITY
01.2007 - 01.2008
BD - Computer and Science Engineering
ISIK UNIVERSITY
01.2002 - 01.2007
Skills
Positive interpersonal skills
Teamwork and collaboration
Results-driven
Strong execution skills
Vendor Relationship & Performance Management
Customer focus
Stakeholder management
Project management
Contract Negotiation & Risk Mitigation
Support Contracts Management & Delivery
Certification
PMP – Project Management Professional / 2020 (PMP # 2749300)
Training
- PMI – Agile Practitioner Workshop (PMI-ACP) – Dubai / July 2020
- PMP Certification Preparation Workshop – Dubai / Nov 2019
- 7360 FX & ALU NMS & GPON Tech Training - Alcatel University
- DU Telecom Migration Training - DU Telecom
- GPON and ONT Configuration Training - Alcatel University
- Sandvine – Newport / UK
- Redback SE800 – Ericsson – Silicon Valley San Jose / USA
- Omni Switch – Alcatel University
- ISAM & AWS – Alcatel University
- JDSU test and measurement equipments – Alcatel University
Timeline
Support Contracts Team Lead
DU TELECOM/EITC
08.2018 - Current
Service Delivery Manager
3W NETWORKS
02.2018 - 07.2018
Business Development Manager
3W NETWORKS
02.2018 - 07.2018
Senior Team Lead - IT Infrastructure
OASIS INVESTMENT COMPANY (AL SHIRAWI GROUP)
03.2017 - 12.2017
Network Operations Manager
NOKIA
02.2015 - 02.2017
Senior NPI Engineer
ALCATEL-LUCENT
07.2014 - 02.2015
Senior Customer Maintenance Technical Support Engineer
ALCATEL-LUCENT
01.2012 - 07.2014
Customer Technical Advocate (CTA) - Sandvine (O2 Ireland)
ALCATEL-LUCENT
11.2011 - 07.2014
Project Lead - Sandvine / Procera (Turkcell)
ALCATEL-LUCENT
01.2011 - 09.2012
Customer Prime - Ericsson Redback (AT&T, Embarq/Centurytel)
ALCATEL-LUCENT
09.2009 - 09.2012
Knowledge Management Responsible
ALCATEL-LUCENT
10.2008 - 07.2011
Multi-Vendor L2 Senior Support Engineer
ALCATEL-LUCENT
08.2008 - 07.2014
MSc - Engineering Management
GALATASARAY UNIVERSITY
01.2007 - 01.2008
BD - Computer and Science Engineering
ISIK UNIVERSITY
01.2002 - 01.2007
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