Hi, I'm Rabih El khoury

Managing and leading a team of Service Managers that handles Incident, Change, and Problem Management while respecting the ITIL standards.

Responsible for making sure that Services are being seamlessly delivered to the clients.

Prime Escalation contact for Bell’s IT Shared Infrastructure & Google Cloud Platform, VPN and Citrix services.

Active participation in major incidents through their lifecycle to meet the expected SLA up to resolution and following up on Problem Management.

Provide Executive communications throughout the problem record life cycle.

Analyzing KPIs to enhance the quarterly and year-over-year performance results and service metrics.

Responsible for Process creation and optimization that results in a cost-effective, solid and efficient operation.

Enforcing automation and monitoring that results in reducing manual efforts and proactive intervention to minimize downtime and business impacts.

Identify service improvement opportunities, analyze Risk Assessments, and apply Security Audits to action the vulnerability gaps.

Developing Change Management plans for high visibility projects, evaluating the impacts, identifying risks and developing risk mitigation tactics with the help of the NOC, the L3 Ops and the Senior Network Architects.

Supporting Business Development and the Sales/Marketing team by identifying business opportunities and market potential in the industry and driving sales forward by promoting new company products and solutions.

Planning and managing the execution of projects, deliveries and upgrades across several IT, Telco and Platform technology areas.

Ensuring internal KPIs’ are met based on the Customer SLA.

Leading weekly customer meetings, following up major technical issues and providing recommendations.

Managing and prioritizing the day-to-day workload with the teams for case handling and activities to meet the deadlines, project objectives and ensure customer satisfaction.

Enabling and coaching Engineers.

Monitoring, planning audit and reporting customer’s live network performance to ensure best quality of service.

Supporting local Program Managers for many Telecom Operators around the world to ensure quick service restoration in accordance to contracted agreements during Outages & Emergency situations.

Following up management escalations, engaging technical support and R&D.

Delivering Root Cause Analysis and Emergency Reports.

Implementing and adapting the emergency handling processes which resulted in a defined cost-effective service.

Focusing on outage reduction in coordination with the global Quality Management based on preventive maintenance and assessment to ensure customers’ highest satisfaction by minimizing the number and duration of outages.

Primary Customer interface for Intelligent Network project.

Leading and follow-up weekly Customer meetings.

24/7 on-call Emergency support and live troubleshooting.

Handling platform & service Technical Query and Trouble Resolution cases for investigation, troubleshooting, escalation, tracing and providing solutions.

Integration, installation, configuration, acceptance tests with logic and services activation.

Live system administration of new features.

Updating and upgrading live and offline Intelligent Network Cluster platforms for worldwide Telecom operators through UNIX / LINUX specific procedures along with service activation.

Writing and adapting installation procedures.

Working and Troubleshooting on Sun Solaris and Fujitsu Siemens UNIX based systems.