Hasnain Feroze

Experience

• 

  BRAC University

  May 2005 - May 2006

  Assistant System Administrator, IT Department

  Major Job Responsibilities:- Administering and troubleshooting Linux and Windows PC and servers - Ensuring network availability and smooth operations of overall IT infrastructure- Managing LAN, Switches and Routers- System and Database (MySql, Oracle) administration of existing setup- Providing technical support for end user

• 

  Telebarta Limited (Jubok Phone)

  Jun 2006 - Nov 2007

  Executive Engineer, IN Billing Department

  Major Job Responsibilities:- Installation, Configuration, O&M and Troubleshooting of IN Billing System.- Subscriber provisioning into the IN system and maintaining trouble tickets- Maintaining Interconnect Billing System- Preparing Change Request (CR) for the vendor- Subscriber credit handling, making itemized bills and coordinating with other departments- Software / hardware correction updates and upgrades

• 

  Ericsson

  Dec 2007 - now

  Department: MOAI NEO Support & RepairMajor Job Responsibilities:- Manage warranty and Service Level Agreements (SLA) by ensuring that all services (both Software & Hardware) are delivered by Ericsson (5G Radio, Transmission, 5G Core, BSS, OSS, IP, Security products) according to contractual commitments and are within contractual scope- Ensure agreed processes and work instructions are implemented and used by the customer and in Ericsson’s support organization- Main interface for any support escalation from Customer and Ericsson Global Delivery Organization- Manage installed base system, individual Customer Support contracts, 3PP local and global contracts with respective vendors- Present maintenance and life cycle releases to customer and ensure implementation (deployment) of software updates in the System from the receipt of the maintenance release- Manage warranty and service contracts from financial point of view (responsible for cost forecasting, follow up on actual costs versus forecasted costs) to ensure that agreed margin is achieved- Manage the customer’s expectations and perception of Ericsson’s delivery of the SLA in order to ensure expected Customer Satisfaction- Ensure proper criteria, directives and business sense is applied when projects are handed over to customer support- Ensure that the new business opportunities/sales leads are used by Key Account Organization to increase customer support business- Participate in the RFQ process in local and group level to prepare and validate the support offerings, scoping and costing- Generate and share statistical reports based on important KPI parameters to measure performance of services in customer network- Act as a Functional Manager for the onsite and remote CNS team (support engineers), i.e. perform activity planning and when so required priorities CSRs according to importance Show less Department: MOAI NEO Support & RepairMajor Job Responsibilities:- Manage warranty and Service Level Agreements (SLA) by ensuring that all services (both Software & Hardware) are delivered by Ericsson (Radio products, Billing, Charging System, EMM, EMA, OSS etc) according to contractual commitments and are within contractual scope- Ensure agreed processes and work instructions are implemented and used by the customer and in Ericsson’s support organization- Main interface for any support escalation from Customer and Ericsson Global Delivery Organization- Manage installed base system, individual Customer Support contracts, 3PP local and global contracts with respective vendors- Present maintenance and life cycle releases to customer and ensure implementation (deployment) of software updates in the System from the receipt of the maintenance release- Manage warranty and service contracts from financial point of view (responsible for cost forecasting, follow up on actual costs versus forecasted costs) to ensure that agreed margin is achieved- Manage the customer’s expectations and perception of Ericsson’s delivery of the SLA in order to ensure expected Customer Satisfaction- Ensure proper criteria, directives and business sense is applied when projects are handed over to customer support- Ensure that the new business opportunities/sales leads are used by Key Account Organization to increase customer support business- Participate in the RFQ process in local and group level to prepare and validate the support offerings, scoping and costing- Generate and share statistical reports based on important KPI parameters to measure performance of services in customer network- Act as a Functional Manager for the onsite and remote CNS team (support engineers), i.e. perform activity planning and when so required priorities CSRs according to importance Show less Major Job Responsibilities:- Manage the Customer service request (CSR) flow from registration to closure to ensure quality and timely handling in accordance with the customer SLA- Manage and plan the assigned CNS engineers’ activities, which include CSR handling, emergency handling, onsite support, SW update activities etc.- Ensure network IBASE, SW/HW Life cycle information and work closely with Service Delivery Manager- Knowledge sharing session towards team for better troubleshooting techniques, adopt best practices (global / local), and alignment with the global processes and ways of working- Participate in emergency cases and act as technical coordinator to ensure that system recovery is proceeding in a timely and efficient manner- Manage customer operation team for any technical related problem and query Show less Major Job Responsibilities:- Providing Technical Support of Ericsson Charging System (CS), EMA and EMM nodes for Grameenphone and Airtel- Customer Service Request (Emergency, Hot, High, Medium & Low) handling for Charging System nodes using SMS Web and KCS/PRIMUS/SCS tools- Implementation, installation, Upgrade and integration of the Charging System nodes for Grameen Phone and Airtel- Operation of Airtel Charging System for the Managed Services of Ericsson- Managing and monitoring file systems, volume group, regularly check system and database backups- Setting up hardware (HP, Oracle, IBM servers, EMC Disk storage etc) and install operating System (Solaris, Redhat Linux, Suse Linux, Unix etc) and make ready the platform for application installation- Working with Solaris, Linux/Unix and Oracle10g with Data Guard, Sybase15, and TSP to troubleshoot the system problems- Working with Ericsson Global support team and 3PP vendors- Participating as Emergency 24x7 Call-out rota engineer Show less Major Job Responsibilities:- Analysis and troubleshoots Customer Service Requests (CSR) for Ericsson Chargingsystem for Grameen Phone and Airtel- Customer Service Request (Emergency, Hot, High, Medium & Low) handling for Charging System nodes using SMS Web and KCS/PRIMUS/SCS tools- Perform the First Node Integration (FNI) and Rollout of CS nodes with Upgrade/EC/ICP/CP/EP- Working with Ericsson Global support team and 3PP vendors to solve a CSR- Participating as Emergency 24x7 Call-out rota engineer- Installation, Upgradation and Integration of Charging System nodes as part of Project Show less

  • Service Delivery Manager - Digital Nasional Berhad (DNB) Account, Malaysia

    Dec 2021 - now

  • Service Delivery Manager - Grameenphone (Telenor) Account, Bangladesh

    Oct 2012 - Nov 2021

  • Customer Network Support Team Lead

    Jul 2010 - Sept 2012

  • Services Engineer, BSS domain

    Feb 2009 - Jun 2010

  • Support Engineer, Intelligent Network

    Dec 2007 - Jan 2009