Lekan Alli
IT Operations Management
Summary
Experienced IT professional with over 17 combined years in IT and Communication Technology providing support across Telecommunications, food & beverage, Medical, Insurance and Banking industries. Strong technical background in prepaid, post-paid and VAS services with excellent reputation for resolving problems, improving customer satisfaction and achieving operational excellence.
Overview
2
2
Certifications
10
10
years of post-secondary education
14
14
years of professional experience
Work History
Deputy IT Operations Director
Huawei Technologies Ltd
Victoria Island, Lagos
02.2017 - Current
- Manage operational risks, vulnerability and access management.
- Shared responsibility for ITO KPIs with 50+ SLAs attainment Including core telco services i.e. Product management, Voice, Data etcetera. Maintained SLAs at 99.94% on an average
- Ensure customer satisfaction metrics are maintained at 84%.
- Established and maintain governance model with corresponding customer relationship activities and coordinate Service management, Infrastructure, BSS & ESS teams towards meeting customer expectations.
IT Operations Manager
Huawei Technologies Ltd
Victoria Island, Lagos
09.2012 - 01.2017
- Responsible for IN Managed Services (O&M) performance, SLA and KPIs of Etisalat Nigeria project.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to product development across IN & VAS platforms for improved TTM
- Ensure 99.99% uptime of IN & VAS systems and services
- Interface with BPO/IMS/AMS teams for managing customer expectations
- Responsible for release management for IN & VAS components including upgrades and rollouts.
- Drive Improvement projects/ activities to maintain IN & VAS performance targets
Customer Support Manager
Huawei Technologies Ltd.
Victoria , Lagos
06.2012 - 09.2012
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks, regular process Audits and compliance evaluation.
- Ensure availability of maintenance SOPs across HW Nigeria Business Units
- Ensure client service requests and initiatives are accurately prioritized and aligned with strategy and direction of client's organization.
- Ensure successful resolution of client requests, issues, and change requests.
- Managed overall desk activities. Take overall responsibility for incident and Service Request handling on Service Desk. This could also be expanded to any other activity taken on by Front Office executives– e.g. Monitoring certain classes of event. Ensuring operations of Services in accordance with contracted scope and Service Levels
Senior IN/Software Engineer
Huawei Technologies Ltd
Victoria Island, Lagos
12.2007 - 03.2011
- Setup, manage and maintain IN components Service Control Point (SCP), SDP Webservers, Signalling Units etcetera for Visafone and starcomms's 2.5 million and 1 Million subscriber expansion projects respectively.
- Successfully Provided maintenance support services across 5 MNOs including MTN and Etisalat and achieved customer satisfaction.
Engineering Manager
Tritech Computers Ltd
Ikeja, Lagos
04.2006 - 12.2007
- Executed Server Administration and Support for Active Directory, MS ISA and network security, Help Desk and general IT solutions and services at agreed service levels
- Plan, coordinate, and supervise all activities related to design, development and implementation of organizational information systems and applications.
- Oversaw all network management functions in support of IT services related to operation, performance or availability of data and voice communications network.
Education
MBA - Business Administration
Warwick Business School
Coventry, United Kingdom 01.2015 - 06.2019
Bachelor of Science - Electronics And Computer Engineering
Lagos State University
Ojo, Lagos 01.1998 - 06.2003
Skills
Product Development
Service management
Project Management
Infrastructure Management
Application Management
Security Operations experience
Transition management
Capacity Planning
Developing Improvement Plans
Accomplishments
- Supervised team of 150+ staff members to deliver on 50+ SLAs at 99.93% and 99.96 in the last 2 years.
- Led operations team in attainment of 84% customer satisfaction survey outcome assessing IT services.
Certification
Scotwork Advanced Negotiation Skills
Seminar/Conferences Attended
- Strategic Advantage Conference, Boston. April 2016
- CISCO Business Solutions Workshop,Lagos July 2007
- INFOSECURITY Europe,Olympia London. April 2007
- WAN Technologies, zoom Tech Hyderabad 0ct. 2005
- VOIP, IBA FORUM. London Sept.2005
Timeline
Scotwork Advanced Negotiation Skills
04-2018
Deputy IT Operations Director
Huawei Technologies Ltd
02.2017 - Current
MBA - Business Administration
Warwick Business School
01.2015 - 06.2019
IT Operations Manager
Huawei Technologies Ltd
09.2012 - 01.2017
Customer Support Manager
Huawei Technologies Ltd.
06.2012 - 09.2012
ITIL V3
01-2011
Senior IN/Software Engineer
Huawei Technologies Ltd
12.2007 - 03.2011
Engineering Manager
Tritech Computers Ltd
04.2006 - 12.2007
Bachelor of Science - Electronics And Computer Engineering
Lagos State University
01.1998 - 06.2003