STANLEY NWACHUKWU

• Workload management among team members, including implementation of innovative ticket/case techniques
• Provides management guidance to all levels of example employees on accomplishing goals
• Mentors other managers in management and NOC operations, processes and KPL delivery
• Work is reviewed and measured based on attainment of objectives and overall success of department
• Leadership role in MS or cross-functional teams to drive service delivery and/or product improvements .
• Manages Customer support escalations for all levels, generally responsible for a team of to 74+ people
• Coordinate and ensure change management and problem management is carried out as per processes within approved window period.
• Ensure all incidence are logged via trouble ticketing tool
• Coordinates implementation of best practice and driving continuous improvement in terms of operations environment i.e. skills, processes, systems in alignment with MSD clusters strategies

MAIN ACCOMPLISHMENTS

• Ensure meeting contractual commitments in terms of SLA and KPI (99.02%, average KPI score).
• Ensure team moved from penalty zone of 2.5K€ to bonus zone
• Controlled operational efficiency using measurable goals and benchmarking data. Achieved a 63% lead time reduction of networking faults by introducing LeanSix Sigma Methodology

• Manage the transformation process of the local in Alcatel-Lucent Managed services
• Consulted the standardization of processes and tools to transform operations into the satellite NOC
• Restructured the key NOC functions to control Incident, Change, and Problem management according to ITILv3
• Initiated continuous service improvement workforce to measure the performance on real time, leading to-
a. Wireless Network availability increase from 89% to 99%
b. NOC operational efficiency reported through enhanced reporting and tool automation
c. Ticket flow change to minimize MTTR

• Leadership role in MS or cross-functional teams to drive service delivery and/or product improvements
• Coordinates the implementation of best practice and driving continuous improvement in terms of the operations environment i.e. skills, processes, systems in alignment with MSD clusters strategies

Main Accomplishment

a. Wireless Network availability increase from 89% to 99%

b. NOC operational efficiency reported through enhanced reporting and tool automation

c. Ticket flow change to minimize MTTR

• Client Relationship Management
• Improved Network availability from 85% to 98%
• Designed the local NOC identification process
• Analyse support activity and case/alarms tends for the assigned account ensuring SLAs are met, KPIs are achieved and/or provide recommendations to close gaps-Facilitate Meetings
• First point pf escalation for designated accounts for support process issues not resolved by the standard process
• Facilitate problem resolution across MS internal teams, driving actions, communication and RCA/Best Practices.
• Establish relationships and effectively communicate with key members of Customer's technical team including management personnel.
• Develop, implement and maintain standard practices for designated accounts aligned with operating model.
• Manage day to day operations including: ticketing, incident management, scheduling and time management

• Manage and coordinate team of 1 asst Regional manager, 6 Regional supervisors, 63 Field Engrs..
• Regional Wireless availability increased from 87% to 98%.
• Providing overall operational leadership and management for network operations for manage service field activities within region.
• Improved MTTR by implementing regional operations model attached with MTTR/SLAs
• Responsible for implementing best practice and driving continuous improvement in terms of operations environment i.e. skills, processes, systems in alignment with MSD regional strategies
• Ensure execution of periodic PM tracks on time and according to agreed procedures as well corrective actions within agreed SLA through continues field auditing.
• Subcontractor management to ensure their compliance with Alcatel standards of: quality, performance

• Manage and coordinate implementation and delivery of NOC Solution
• Implemented TeMIP solution for fault management (Unified umbrella designed for monitoring of ZTE/Ericsson nodes).
• Delivery of ENIQ development for performance management (Integrating ENIQ to HP TeMIP).
• Deployment of remedy solution for Trouble Ticketing/Manage integrating of BMC remedy to HP Temip
• Setting up structure and resources for NOC management.
• Manage and coordinate OSS SW upgrade from R10.2 to R10.3
• Manage and coordinate ENIQ SW upgrade from 2,4 to 2.5.1
• Manage from ENIQ HW swap out implementation
• Manage integrating of ZTE nodes to ENIQ for performance management
• Managing integrating of ZTE nodes to ENIQ for performance management.
• Managing Integrating of ZTE nodes of HP TeMIP solution for fault management.
• Manage implementation of OSS Navigator project.

• Client Relationship Management
• Manage and coordinate team of 46 - NOC Engrs, 5-teamlead, 1- asst NOC manager
• Ensure KPIs /SLA deliverables . Network availability improved from 88% to 95%
• Analyse support activity and case// alarms trends for assigned account ensuring SLAs are met, KPIs are achieved and/or provide recommendations to close gaps-Facilitate Meetings
• First point of escalation for designated accounts for support process issues not resolved by standard process

• Managing and coordinating team of 36 NMC Engineers.
• Producing and sending shift Reports to Management for planning purpose and network availability calculation.
• Analysis of impact of network failure for proper notification to customers and to interconnect partners both national and international
• Mentored and guided employees to foster proper completion of assigned duties.