Gym, Cricket, Fishing
Mehfooz Mir
Enterprise Service Manager
Dubai
Summary
Enterprise Service Manager with demonstrated knowledge of Telecom best practices and operations. Proven skills in enhancing productivity, efficiency, strong decision making, problem solving capability and expert team leadership. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Skilled in working under pressure and adapting to new situations and challenges.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
7
7
Certificates
Work History
Enterprise Service Manager
Emirates Integrated Telecommunication Company
Dubai
06.2018 - Current
- Managing key enterprise accounts for global customer base by acting as single point of contact having total annual revenue of 40+ Million AED.
- Post-sales support to make sure that customer project goals and objectives remain on track which include - Service Portfolio Management, Business Relationship Management, Fulfillment Management, Service Level Management, Billing Management, Technical Management.
- Handling escalations and major business affecting cases.
- Problem Management, Incident Management, develop effective working relationship and ensuring agreed SLA are met in terms of service rectification and delivery.
- Acting as customer advocate responsible for ensuring, maintaining and enhancing performance of global customer networks in order to deliver customer satisfaction and generate potential additional revenue.
- Interface with Partners and Vendors as required to identify service faults and deliver solutions.
- Supervise local change management processes including review and approval of all Method of Procedures (MOPs) for maintenance and one-time/emergency repair events in coordination with onsite personnel, contractors and customers.
- Increased customer satisfaction by resolving issues within agreed SLA's and securing between 90% - 100% in NPS survey for 3 consecutive years.
- Customize reports, presentations, business reviews and customer service improvement plan to ensure smooth service functioning.
Manager - Hassantuk
Emirates integrated Telecommunication Company, Dubai
Dubai
01.2018 - 06.2018
- Worked on a National level project Hassantuk costing 720 Million AED, sponsored by government of UAE which aims to connect every building in UAE to a unified Alarm receiving center for real time monitoring of building fire and life safety systems using Smart technology & IOT to monitor and respond efficiently.
- Responsible to carryout end to end Service Fulfillment, Assurance, Vendor management and various other roll-out strategies including negotiations, establishing and maintaining KPI’s.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Team Management by strengthening and assigning tasks based upon experience and training.
Team Lead – MS Assurance and Fulfillment
Emirates Integrated Telecommunication Company, Dubai
Dubai
07.2017 - 06.2018
- Lead a team of 15 members and interacting well with individuals from diverse cultures and all professional levels.
- Teach, Train, Mentor, Motivate and Evaluate personal to achieve the highest quality standards.
- Review team performance metrics and prepare team evaluation report and sets benchmarks and targets for team members to achieve.
- Conducts team improvement meetings every week and to offer courses of action for unresolved issues and one-on-one sessions to address possible factors and improve performance.
- Handled and researched escalated issues requiring supervisory intervention to the customer satisfaction in a timely manner.
Specialist – MS Assurance and Fulfilment
Emirates Integrated Telecommunication Company, Dubai
Dubai
01.2015 - 06.2017
- The role required to managing various Service Assurance & Fulfillment scopes for large enterprise customers and ensuring all the requests are completed with the defined SLA's.
- Conducting POC for Mobile Device Management (MDM).
- Manage escalations and resolve complex client issues, set priorities and provide feedback and recommendations.
- Conducted new hire training and also providing on-going support following the training period to ensure departmental guidelines were continuously met.
- Discussing improvement plans with higher management for delivering and improvement of service.
- Managing exchange of business communication between international carrier, internal stakeholders and customers.
- Conducted research, gathered information from multiple sources and presented results.
- Office 365 provisioning, administering and support to resolving technical issues.
Business Development Executive
Advanced Concept Information Technology, Dubai
Dubai
04.2014 - 11.2014
- Developing and maintaining commercially productive relationships with both new and old clients.
- Identifying every sales lead and making most out of every opportunity to increase revenue and profitability and meeting needs of both existing and prospective customers in target industry sectors.
- Product presentation in front of clients and solving their all queries related to product and company.
- Coordinating with existing corporate clients, dealers, and vendors for sales, queries, and any requirements.
Jr. Network Admin
Horizon IT Solutions Pvt Ltd, Srinagar
Srinagar
01.2011 - 05.2013
- Role required to work under close supervision of Sr. Engineers and visit various sites to monitor transmission systems.
- Conducted EMF survey and preparation of reports.
- Prepared repots for Sr. Engineers about site upgrades such as down tilling and re-orientation of antennae for increasing performance.
- Providing support, including procedural documentation and relevant reports.
Education
Post-Graduation Program - Cloud Technology
PG Program in Cloud Computing- Belhaven University
USA 10.2022 - Current
Bachelor of Engineering - Computer Science - Computer Engineering
Bachelor of Engineering - Computer Science
SSM College Of Engineering - Kashmir University 10.2006 - 12.2010
Certification
CCNA (R&S)
Interests
Timeline
Post-Graduation Program - Cloud Technology
PG Program in Cloud Computing- Belhaven University
10.2022 - Current
CDCP
07-2018
Enterprise Service Manager
Emirates Integrated Telecommunication Company
06.2018 - Current
Manager - Hassantuk
Emirates integrated Telecommunication Company, Dubai
01.2018 - 06.2018
Team Lead – MS Assurance and Fulfillment
Emirates Integrated Telecommunication Company, Dubai
07.2017 - 06.2018
ISO 20000
08-2016
ITIL V3
04-2016
Specialist – MS Assurance and Fulfilment
Emirates Integrated Telecommunication Company, Dubai
01.2015 - 06.2017
Business Development Executive
Advanced Concept Information Technology, Dubai
04.2014 - 11.2014
MCTS
03-2014
CCNP (R&S)
01-2014
CCNA (R&S)
12-2013
ADWT
04-2011
Jr. Network Admin
Horizon IT Solutions Pvt Ltd, Srinagar
01.2011 - 05.2013
Bachelor of Engineering - Computer Science - Computer Engineering
Bachelor of Engineering - Computer Science
10.2006 - 12.2010
Skills
Service Management
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