Muhummad Javed Bundhoo, MBA, PMP®

Experience

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  INCONEK

  Jul 2007 - Jul 2011

  Technical Sales & Network Project Engineer

   Collect/analyse requirements from customer meetings/RFQ/tenders and propose technical solutions to adapt to customer needs/expectations Foster a pipeline management and opportunity identification attitude and intervene at presales, solution design, financial proposal, sourcing/procurement, configurations, installation, and commissioning of the solution including aftersales service/maintenance Manage on-site field operations, represent INCONEK in on-site meeting with different entities, including main contractor and ensure work variations (scope, delay changes) are addressed with new approved quotations*Achievements:* i. Rewarded by Cisco as best PSE (Partner System Engineer) in the region of Emerging South Africa of Cisco's Q2 (Dec 08 - Feb 09) for an outstanding sales performance in a very short time;ii. Manage several small, medium and big projects (>$5M) in Mauritius and Seychelles Show less

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  Orange Business Indian Ocean

  Aug 2011 - Jul 2019

   Accompany and support clients in their complex digital transformation during merger, acquisitions, or new venture Responsible for the service management proposal - validate the right operational model (team size, location strategy, process review) for tailor-made/non-standard managed services during pre-sales phase for B2B customers Analyse operational risks and make ‘GO/NO-GO’ decisions on non-standard presales offers Validate the operational commitments (Interlock, OLA, SLO, SLA) for non-standard deals Responsible for customer success and ensuring a smooth and positive transition experience into operations. This involves providing proper support (coordination, management, follow-up of actions, workshop facilitation) to the Project team, Service Transition team, and Operational team during the onboarding process.*Achievements:* Proud to be part of the teams that secured major deals worth several thousand € in various domains (Voice network, Video solutions, IM communication services) while ensuring a smooth transition to operations Show less  Responsible for the Video Service Transition department regarding video projects in build phase (staffing, budget, KPI etc.) Manages several key accounts including maintaining the overall client relationship to ensure high operational excellence Responsible for MBR, QBR and the overall customer satisfaction program for the video NOC to ensure that the customer Scorecard and the CSAT results are always high Responsible for the quality of the services provided and lead multidisciplinary teams to drive continuous improvement*Achievements:*i. Nominated for Orange CS&O awards for excellent customer satisfaction on critical accounts;ii. Implemented a change management program in the team for talent retention – Result: ↘ in attrition rate by 75% over 6 months Show less  Act as escalation point of contact and responsible for the overall Incident Management for B2B customers Team management and responsible for continuous process improvement (including RCA, SIP) Vendor/contractor management and responsible for the governance between L1, L2, L3 teams Act as SPOC for handover to operations (including acceptance tests) for new customers Coach and train the team on new customer infrastructure, new processes/methodologies Maintain a governance between L1 and L2 teams (based in Egypt and France) to promote collaboration*Achievements:* i. As a transverse project manager in the program ‘Enhancing Customer Experience’ – Result: Each call duration per agent was ↘ by 3 minutes which ↘ call waiting time and ↗ agent availability;ii. Managed in closing 4 SIPs (Service Improvement Plan) within a period of 5 months, for key accounts customers. Succeeded in having them renewed their contract with Orange Business Show less

  • Senior Operations Engagement Manager

    Nov 2017 - Jul 2019

  • Business Operations Manager

    Feb 2015 - Oct 2017

  • Incident Manager (for a video NOC Operation)

    Aug 2011 - Jan 2015
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  Orange Business Maroc

  Jul 2019 - now

   Lead and manage different development teams in close collaboration with functional managers based in France Ensure the organisation, monitoring, and validation of deliverables to respective stakeholders while meeting operational excellence (KPI) and commitments taken in PI Planning (SAFe) via Agile, DevOps practices and continuous improvement As a people manager in a portfolio, I support the team's development with proper career path and mentoring Manage the team's service schedule to ensure business continuity, especially during critical periods of production releases Undertake several cross-functional missions within the company and among them are communication with schools and universities to attract talent, talent retention programme, well-being at Orange Business Morocco*Achievements:*i. Reduction in the support chain for operations - Result: ↘ Manpower -5, ↘ processing time x6;ii. Significant reduction in OPEX (>€300k/year) by targeting optimisation and automation strategies Show less  Manage the product and project vision: planning, backlog management, sprint management, workload, velocity, and deliverables in a Minimum Viable Product (MVP) approach Work closely with Product Management and Marketing team to effectively integrate business strategy  Also act as a Business Analyst to identify end users’ pain areas and collect business requirements through customer workshop, follow up meetings with key users (a community which I have set up to interact with end users) Ensure that agile processes are followed and contribute for continuous improvement of methods, procedures, expertise, knowledge capitalisation, and technological assessment. Interact with internal and external project stakeholders, address conflicts of interest, blocking points and push forward agreed roadmap within defined time frame and budget Manage all the different project phase: initiation, planning, execution, monitoring and controlling, and closure*Achievements:*i. Successfully drive the complete redesign from scratch of an application using agile requirement gathering/value creation approach;ii. Improved application productivity rate by +20% over 2 years;iii. Implemented CI-CD and migration to Orange Cloud Solution (ongoing) Show less

  • IT Manager

    Dec 2021 - now

  • Product Owner

    Jul 2019 - Apr 2023