Hi, I'm Rabih El Khoury

• Lead and manage a team of Service Managers responsible for IT Governance, Incident Management, Change Management, and Problem Management, ensuring adherence to ITIL standards while analyzing key performance indicators (KPIs) to enhance service quality and operational efficiency.
• Act as the primary escalation point for Bell's IT Shared Infrastructure, Google Cloud Platform (GCP), VPN, and Citrix services, delivering executive-level communications throughout the problem record lifecycle.
• Oversee the creation and optimization of processes, driving cost-effective, robust, and efficient operations that align with organizational goals.
• Develop and implement Change Management plans for high-visibility projects, including impact evaluations, risk identification, and mitigation strategies, in collaboration with the Network Operations Center (NOC), L3 Operations, and Senior Network Architects.
• Collaborate with cross-functional teams to establish and monitor service-level agreements (SLAs), ensuring timely resolution of incidents and consistent alignment with business objectives.
• Proactively identify service improvement opportunities, streamline workflows, and ensure consistent service delivery to meet or exceed stakeholder expectations.

• Planned and executed projects, deliveries, and system upgrades across multiple IT, telecommunications, and platform technology domains, ensuring timely completion and alignment with business objectives.
• Conducted and facilitated weekly customer meetings, tracked major technical issues, and provided actionable recommendations to improve system performance and client satisfaction.
• Managed and prioritized daily workloads for technical teams, ensuring efficient case handling and on-time delivery of project milestones.
• Supported business development initiatives by identifying new opportunities in the telecommunications industry, collaborating with sales teams to drive revenue growth, and promoting innovative company products and solutions.
• Monitored and optimized operational processes to enhance team productivity, reduce turnaround times, and maintain high service quality standards.

• Collaborated with Telecom Operators’ Program Managers worldwide to ensure rapid service restoration during outages and service degradations, adhering to stringent service level agreements (SLAs).
• Addressed management escalations by coordinating with Technical Support and Research & Development (R&D) teams to resolve complex technical issues effectively.
• Prioritized outage reduction by implementing preventive maintenance strategies and conducting thorough service assessments in collaboration with Global Quality Management teams.
• Minimized the frequency and duration of outages, enhancing overall customer satisfaction and ensuring consistent service reliability by conducting Post Incident Review (PIR).
• Maintained detailed documentation of incidents and resolution actions to improve operational processes and inform future service delivery improvements.

• Primary Customer interface for Intelligent Network project.
• Led and followed-up weekly Customer meetings.
• Assured 24/7 on-call Emergency support and live troubleshooting.
• Handled platform & service Technical Query and Trouble Resolution cases for investigation, troubleshooting, escalation, tracing and providing solutions.
• Integration, installation, configuration and acceptance tests with logic and services activation.
• Live system administration of new features.

• Updated and upgraded live and offline Intelligent Network Cluster platforms for worldwide Telecom operators through UNIX / LINUX specific procedures along with service activation.
• Wrote and adapted installation procedures.
• Worked on and Troubleshot Sun Solaris and Fujitsu Siemens UNIX based systems.