Ottman ZAIR

Orange Business Unit Director inside Volubill Organization
Supervising project (PS) and support activities over 17 Orange Affiliates
Close collaboration with Orange Group (France)
Providing assistance to the Sales Team (quotation, bid responses, Change Requests management...)
Reporting to the VP EMEA
P&L Management for Orange Cluster

In charge of delivering globally a first class support organization to large carriers accounts worldwide
Cost Reduction
Rationalization of Support Structure, Processes and KPIs
P&L Management
Reporting to the VP Product

Account Manager in charge of support and operations at eServGlobal’s largest account (Mobinil – 25M Prepaid subscribers running on eSG Prepaid, SMSE, Top Up and Messaging solutions) and Wataniya group (Algeria and Kuwait).

Main Achievements:
• Dedicated management interface for the customer management
• First Level of Customer Management escalations (available 24x7)
• Crisis Management
• Responsible of the contractual SLA respect
• Internal coordination of the different support layers (L1, L2 and L3), partners and suppliers
• Coordination between the project teams and the final customer on deployment phases
• Contract management
• Support P&L control
• Third Party suppliers management (contract, business follow up)
• Support to Sales and Pre-Sales Teams
• Responsible of the sales aspects on maintenances renewal
• Costs control on maintenance aspects
• Projects/Proposals margin review
• Monthly face to face meetings with Customer’s Management (Review of the KPI, performance and major management issues)
• Internal and external reporting on site activity
• Indirect management on 20+ resources and 4 managers dispatched around the world

General Manager of eServGlobal’s Egyptian branch for 4 years as expatriate.
Mission and responsibilities held on top of the Local support Manager role.
Acting for a year as a Program Manager under a Program Director.

Main Achievements:
• Solid line manager of 1 executive assistant and 15 support and project engineers
• Full authority on the daily Management of the branch: legal, financial and operational activities
• Responsible of the branch budget
• Branch P&L control
• Internal reporting to eSG top management
• HR and recruitments (more than 10 resources recruited)
• Business initiatives (local partnership, public relation…)
• Acting as a Program Manager for Mobinil (Orange Egypt) account in charge of:
• Co-animation of a weekly steering committee with eSG top management (CEO/COO/CTO)
• Internal task force organization and follow up
• Internal cost control
• Road map review/control

Manager of the Local Support team as expatriate in Cairo for Mobinil Egypt carrier (largest account at eSG and 1st Mobile Operator in Africa)

Missions:
• Solid line manager of 5 support engineers
• Responsible of the L1 support for Prepaid, Top Up and Messaging solutions deployed at Mobinil (25M subscribers)
• Responsible of the contractual SLA respect
• Customer interface with weekly face to face meetings

Technical Expert on eSG VAS Systems:
• Prepaid: SDP, IVR, SMSC/SMSE, SCP-GW, USSD GW, Java Web Customer Care
• Top UP: Recharge Database, XMLGW
• Messaging: IVR, SMSC/SMSE and IN Based Messaging database
• Admin Tools: SNMP management, logs and traces management

Tasks :
• Advanced level of support for different customers across Africa and Europe
• On duty on weekly basis to ensure a 24x7 support (rotations shifts)

Support engineer on Microsoft products (Office family and 2000/XP Operating Systems) for HP and Microsoft outsourced large accounts (banks, factories…)