Hani Shahin
Dubai,United Arab Emirates
Summary
Customer-oriented IT/Telecom NOC/SOC/L1 lead for NOC Operation and Incident Management for Managed Service with more than 15 years of cross-functional experience in (3G/4G/5G/IOT/MW/DWDM/SDH/NE40 /Routers/IP/ Core-CS and PS /VAS /IPTV / IGW). Leading high-performance teams to meet or exceed objectives. Dedicated and hardworking with all stakeholders and partners to deliver excellence and achieve customer satisfaction
Overview
16
16
years of professional experience
4025
4025
years of post-secondary education
Work History
Shift Lead & Incident Management
du
Dubai, United Arab Emirates
01.2022 - 04.2025
- Lead, managing and coordinating du Operations team., managed team of at least 10 members / duty
- Huawei, Nokia, Ericsson (RAN (3G/4G/5G), MW, FIXED, and core)
- Managing the end-to-end incident lifecycle (detection, logging, classification, prioritization, investigation, resolution, and closure of incidents)
- Expertise in incident management processes, proactive monitoring, collaboration across all network teams (Core/IP/RAN/DWDM/IPTV/CS/PS/VAS/STP)
- Ensuring compliance with Service Operation processes
- Disaster recovery and business continuity planning, including involvement in incident simulations or drills
- Initiate and manage bridge calls for major and some Minor incidents for fast restoration by coordinating across multiple stakeholders (network, infrastructure, applications)
- Communicate incident status, business impact, and resolution progress to stakeholders through well-structured and real-time updates
- Solid understanding of ITIL framework
- Responsible for smooth operations / activities for technology sector
(Mobile / Fixed)
MW Senior Engineer
Huawei Technologies
Dubai, UAE
06.2020 - 12.2021
- Responsible, Managing all Northern Emirates Microwave
integration, Dismantle, Operation, Implementation, Rollout,
Cutover, Swap, Capacity Upgrade, SW Upgrade, Installation
and Acceptance .Microwave Link (RTN 620,
RTN 950,980) - Prepare PIP for each MW activity to include all activities
SOP/MOP and include all affected nodes
NOC / SOC /L1 Lead and Incident Manager
Huawei Technologies
Dubai, United Arab Emirates
06.2017 - 05.2020
- Full NOC lunch up (Hiring Staff, Coaching Staff , Customer Meeting,Escalation Matrix, Reporting Process, PC's, arrange Location, Customer satisfaction, Agreed Reports monthly and weekly, Agreed SLA, Scope of work, Survey
- Preparing Problem management reports to prevent repeated network failures by applying proactive measures and preventive actions
- Disaster Recovery plan and incident management
- Prepare SLA matrix that depending on network elements with critical majority such as level1, 2 and 3 and each level has different type of SLA like call out response, restoration time and, ……..etc.)
- Prepare SMS outage/Clearance to all teams in order to inform them for any alarm
- Providing incident detailed through incident reports to customer after any outage within agreed SLA and prevent repeated network failures by applying proactive measures and preventive actions
- Prepare NOC structure and build up processes with customer regarding alarm monitoring, escalation matrix, and workflow and organization structure
- Operation stabilization by (Meeting with stakeholders, Reporting, Process, Staff dashboard, Daily Operation Monitoring)
- Audit and continuous improvement by (Process enhancement, task efficiency and accuracy, Automation and staff KPI audit)
- Applying/following customer and company rules/procedures for network safety and be sure that all suppliers/stakeholders/field and remote service engineers are following
- Worked flexible hours; night, weekend, and holiday shifts
- Weekly/Monthly customer meeting
NOC L1 Engineer
Huawei Technologies
Dubai, United Arab Emirates
06.2014 - 05.2017
- SRAN script preparation for (GO, UO, LO, GU, GL, GUL) sites with their parameters.
•Having good knowledge on CME and making troubleshoot on errors that appeared,then provide MML and XML in order to execute.
•1st line troubleshooting belong Etisalat-UAE VIP sites and giving End-to-End support to the customer.
•Guide/support the customer in order to solve all SRAN issues.
•Solving all alarms belong Etisalat-UAE VIP sites such as, RTWP high value alarm – VSWR-Radio link failure-IP CLK link failure, down sites…etc,.
•Monitoring & surveillance of Etisalat VVIP NOC on RAN /BSS nodes GSM (Huawei’s BTS), UMTS (Huawei’s Node-B) & LTE (Huawei’s eNode-B) through Huawei M2000 &LMT (Local Maintenance Terminal) on the 24x7 basis.
•Fault monitoring, management and tracking of fault history to identify the root cause and resolve all possible faults.
•Working on HP Service Manager for creating, notifying and updating of TT (Trouble Ticket), Also Work closely with field engineers and telecom carrier to resolve service issue and close the TT.
•Escalation procedure to Etisalat top management in case of alarm exceeded one hour.
•Alarm reporting to concerned section and coordination with all stakeholders till the clearance of alarm.
•Perform initial analysis to identify issues and follow the restoration.
•Analysis of alarms trends and quantity to improve the maintenance practice & provide recommended solution to correct network trouble issues and fault.
•Evaluate the equipments fault rate and advice the customer for any high appearing fault.
Implementation Rollout Supervisor
Orange
Egypt
11.2010 - 05.2014
- Manage the integration and roll-out activities for the Nokia / Huawei IP router
- Manage the project delivery , survey , acceptance layout drawing and snag clearance
- Coordinate between different project stakeholders and cross functional teams
- Customer progress reporting
Field Services Operation / Rollout
Huawei
Egypt
09.2009 - 09.2010
- Performed Corrective, Preventive Maintenance and Installation of Huawei equipment, Huawei 2G BTS (3012 & 3900, 3002E.3002C), 3G (Node B) (3812, BBU 3806&3900) & Micro Wave Link (RTN 620, RTN 950,980) + NEC (V4, Paso link)
Education
PMP -
PMP
01.2025 - 03.2025
ITIL V4 Service Management - undefined
Axelos
Six Sigma Yellow Belt - undefined
CCNA - Routing & Switching
CCNP - Routing
Bachelor of Engineering - Electronics And Communications Engineering
Arab Academy For Science, Technology And Maritime
Skills
- Implementing of ITIL-aligned incident management processes
- Oversee incident lifecycle
- Track incident metrics
- Incident management MOP, SOPs, and knowledge bases for use by internal teams
- Governance Incidents with incident management processes and SLA
- Post-incident reviews (PIR) and root cause analysis (RCA) to identify opportunities for future prevention and process improvement
- Initiate and manage bridge calls for Critical / major incidents
- Incident management processes, proactive monitoring, collaboration across IT and network teams
Timeline
PMP -
PMP
01.2025 - 03.2025
Shift Lead & Incident Management
du
01.2022 - 04.2025
MW Senior Engineer
Huawei Technologies
06.2020 - 12.2021
NOC / SOC /L1 Lead and Incident Manager
Huawei Technologies
06.2017 - 05.2020
NOC L1 Engineer
Huawei Technologies
06.2014 - 05.2017
Implementation Rollout Supervisor
Orange
11.2010 - 05.2014
Field Services Operation / Rollout
Huawei
09.2009 - 09.2010
ITIL V4 Service Management - undefined
Axelos
Six Sigma Yellow Belt - undefined
CCNP - Routing
CCNA - Routing & Switching
Bachelor of Engineering - Electronics And Communications Engineering
Arab Academy For Science, Technology And Maritime
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