Baha Suliman

Experience

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  Ali Bin Ali Technology Solutions - ABATS

  Dec 2007 - Mar 2009

  System Analyst

  Consultant to support Qatar Telecom - Qtel CRM Project implementation. In this role, I verify vendor deliverables and validate it against users’ requirement and project’s objectives. Leading User Accepting Testing and reviewing use cases/ test cases. Accomplishments:• Significant reduction in the number of Change Requests – CR raised to the vendor• Inhouse agents onboarding instead of vendor, Satyam Computer Services• Billing System Upgrades• Charging system upgrades

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  Ooredoo Qatar

  May 2009 - Feb 2022

  In the scope of this job, assessment of current IT infrastructure, build Next Generation strategy, coordinate sourcing activities and negotiating best terms with suppliers, through managing projects and stakeholders’ interest and communication, and driving overall solution architecture across IT landscape. Initiated and leading the E2E solution delivery of the CRM transformation program (20+ Projects) to create a business environment with digital, automation, and operation excellence capabilities that enable innovation strategies, productivity improvements, and cost efficiencies. Accomplishments:• Customer 360⁰ degree view which delivered a significant improvement to call center and retail operations as it combines 20+ applications into a single interface, and ultimately outsources call center.• Marketing automation solution which executes various real-time campaigns such as cross-sell, up-sell, retention, and churn management on diverse channels.• Problem handling tool with a single customer SLA monitored across organization’s teams, 100+ groups, with the real-time progress reports and management dashboard. Show less Working with a talented team who deliver innovative solutions for the demanding digital world, designing and implementing, and day to day management of all IT aspects including but not limited to, Domain Infrastructure, Security, Automation, Database services, Disaster Recovery, and project and supply chain management.Management of matrix flexible teams of senior consultants and FTEs for addressing key IT issues in telecom and media industry while pioneering the adoption of Next Generation customer experience management delivering increases service, efficient systems while driving IT budget down. Also, closely with business process office and process owners to improve and add value to your business processes and systems across organization landscape. Show less Managing a hybrid team of 27, FTEs and consultants, to support the ongoing demand and development of CRM systems and modules. To manage product lifecycle and introduction to the market, and implement user commercial and technical requirements for following but not limited to, domains, portals, BSS, OSS, and network inventories. Planning necessary tasks while maintaining demand pipeline of prioritized changed to respond to market competition or provide overall service excellence covering all systems and department across full value-chain management. Accomplishments: • Delivered in-house solution that supports different input methods and hence achieved exceptional KPI’s driving time of order capture to activation down from 15 minutes to 1 minutes for wireless services.• Implementation of strategic and mega-projects such as National Number Change, 4G network upgrade, and Fiber Optics rollout in Qatar• Timely implementation of Number Portability and Loyalty system which given us a competitive advantage. Show less Project manager for IT technology projects in coordination with other business units. Transforming ideas into business requirement documents, writing detailed scope, and floating and evaluation of tenders. Working with domain experts, architects, analysts, and developers to identify impacted stakeholders, processes, and systems and provide effective solutions and communication between internal and external teams.Accomplishments:• B2B Outsourcing solutions such as Hosted IP Contact Center• Policy control • B2B cloud solutions such as Infrastructure as a service and platforms as a service, and Managed datacenters Show less In customer application platforms department. The prime role was to drive and challenge business requirement via but not limited to interviews, surveys, and marketing papers. Analyze and synergize with overall requirements and target architecture. Design and re-engineer business processes. Develop product and training documentations. Finally, prepare product rollout plans such as data migration and enterprise change management.Accomplishments:• Number Management System • Customer Self-service portals• Prepaid CRM • Retail Management Solution (POS)• Payment Gateway for electronic payments IVR, Portal, SMS, and B2B Show less

  • Senior Program Manager, Digital Transfromation

    Feb 2018 - Feb 2022

  • Sr. Specialist, NextGen CX

    Feb 2014 - Feb 2018

  • Sr. Specialist, Business Transformation

    Jan 2017 - Jan 2018

  • Manager, CRM & Order Management

    Feb 2012 - Feb 2014

  • IT Project Manager

    Jan 2011 - Jan 2012

  • Analyst/ Programmer

    May 2009 - Dec 2011
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  Ooredoo Group

  Jan 2022 - now

  • Group Associate Director - EPMO

    Apr 2024 - now

  • Senior Manager - Performance Office

    Mar 2023 - Apr 2024

  • Senior Manager - Transformation

    Jan 2022 - Mar 2023