Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Professional Courses
Key Projects
Languages
Timeline
Generic
Rizwan Abdul Rahman

Rizwan Abdul Rahman

Muscat

Summary

Professionally certified in industry recognized credentials, I have a track record in managing large-scale initiatives. My experience lies primarily in the Telecommunications and IT sectors. I have successfully managed Enterprise and SME accounts across diverse industries, including Hospitality, Banking & Finance, and Construction. I have delivered transformation projects, ICT services and managed services solutions and excel in overseeing a broad spectrum of responsibilities, fostering operational efficiency while nurturing strong stakeholder and client relationships.

As a dynamic and results-oriented professional, I have a proven track of managing C-level initiatives that align with overall business strategies and company's vision. I possess a diverse skill set in Service Delivery Management, ICT and Digital Transformation Program/Project Management, Strategic Execution, Service Management, and Client Relationship Management. My thorough understanding of methodologies and frameworks, combined with proficiency in various tools and applications, positions me to drive impactful results.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Digital Transformation Project Manager

Omantel
12.2022 - Current
  • Managing high-impact digital transformation initiatives at CxO level, seamlessly aligning innovative solutions with company's strategic vision.
  • Leading cross-functional team of 30+ IT professionals.
  • Aligned IT management with transformative roadmap to ensure on-time project deliverables.
  • Report Steering and Executive Committee, ensuring transparency and strategic alignment.

Service Delivery Project Manager

Etisalat
08.2014 - 11.2022
  • Managed end-to-end delivery process, encompassing ordering, processing, design, implementation, testing, and go-live phases, for enterprise-wide ICT service offerings, ensuring optimal client satisfaction through effective service delivery management.
  • Recognized as Subject Matter Expert for backlog clearance, transforming booked revenue into recognized revenue.
  • Facilitated business process through gap analysis and knowledge sharing with channel partners.
  • Led customer reviews, nurturing long-term client relationships and enhancing service quality.
  • Ensured consistent departmental OKR by actively participating in war-room, during closure of year.
  • Managed engineering and field activities, proactively identifying and mitigating process improvement opportunities.

Network Support Associate

Reliance - Global Cloud Xchange
07.2013 - 03.2014
  • Acted as key representative for Managed Services, leading with example in global network service desk operations using BSS/OSS tools aligned with ITSM standards.
  • Monitored proactive alarms and trouble tickets to swiftly address network outages, enhancing workflow efficiency.
  • Performed Level 1 network diagnostics, coordinating with Local and Global telecoms for prompt troubleshooting and site visits, ensuring resolution within SLAs.
  • Diligently tracked Level 2/3 escalations and recurring incidents to achieve permanent resolutions.
  • Achieved 95% corporate client satisfaction rate by delivering outstanding customer service.

Customer Service Representative

Dalvi Bros
01.2012 - 06.2013
  • Delivered exceptional customer service through effective communication via calls and emails, addressing product inquiries and promoting loyalty programs.
  • Decreased customer complaints, while maintaining 75% customer satisfaction rating.
  • Analyzed local market trends to develop plans that drive growth and coordinated with vendors to ensure seamless inventory supply and execute “Just in Time” specific orders.
  • Maximized customer retention by proactively addressing customer needs and resolving concerns.
  • Recommended innovative service framework changes based on actionable customer feedback.

Service Delivery Specialist

Blueroad Technologies
03.2007 - 03.2010
  • Streamlined IT project processes, significantly enhancing team efficiency.
  • Delivered robust support, ensuring seamless Business as Usual operations.
  • Successfully managed requests, leading to improved operational performance.
  • Coordinated IT projects, ensuring timely delivery and alignment with goals.
  • Facilitated communication between teams, enhancing collaboration and productivity.

Education

Masters in Business Administration -

Dr C. V. Raman University
Bilaspur, India
01.2014

Bachelors in Computer Applications - undefined

Dr C. V. Raman University
Bilaspur, India
01.2012

Skills

  • Service Delivery Management
  • Service Management
  • Managed services
  • Incident & Problem Management
  • Professional Services
  • Field management
  • Innovation & Technology Integration
  • IT infrastructure/ Data center
  • Product development
  • Program/ Project Management
  • Process Automation & Improvement
  • Digital Transformation
  • Billing Management
  • Business Analysis & Development
  • Team leadership
  • BI & Analytics
  • Cloud & ICT solutions
  • Service Assurance
  • Order Management
  • Vendor & Supplier Management
  • Enterprise account management
  • Agile/ Scrum Principles
  • KPI Management
  • Telecom OSS/ BSS
  • Customer service
  • Risk Management
  • Document Management
  • Strategic Execution
  • Conflict Management
  • Cross-Functional Collaboration

Accomplishments

    1. “Big Bonus Award” presented by Etisalat Group CBO for outstanding achievement in Dark matter E2E deal at Etisalat

    2. “Outstanding Project Contribution Award (OPCA)” presented by Etisalat CBO for significant contribution in winning DEWA Smart Grid Project at Etisalat.

    3. “Certificate of Appreciation” for exceptional performance during Year 2020 at Etisalat.

    4. “Certificate of Appreciation” for extraordinary & remarkable efforts in UCaaS service provisioning at Etisalat.

    5. Awarded Monthly Excellence Award SEVEN times for “Exemplary performance” at Etisalat.

    6. “Certificate of Appreciation” for Thomson Reuters Project at Etisalat.

    7. “Certificate of Appreciation” for Best Achievement in Corporate KPI at Etisalat.

    8. “Certificate of Appreciation” for excellent performance in the Year 2018 at Etisalat.

    9. “Certificate of Appreciation” to achieve management's target in the Year 2018 at Etisalat.

    10. Awarded for “Contribution to achieve Year 2017 target” at Etisalat.

    11. “Certificate of Appreciation” for excellent contribution in Business Colocation 2016 at Etisalat.

Certification

  • Project Management Professional (PMP)
  • SCRUM study Agile Master Certified
  • TOGAF 9.1 (OG0-093) Level 1 and 2
  • Certified Strategy Professional
  • Corporate Governance
  • Prince2 (Foundation & Practitioner)
  • Lean Six Sigma Green Belt
  • CCC Cloud Technology Associate
  • AWS Solution Architect Associate
  • AWS Certified Cloud Practitioner
  • Microsoft Certified Azure Fundamentals (AZ-900)
  • Microsoft Certified Dynamics 365 Fundamentals (MB-910)
  • Microsoft Certified Power Platform Fundamentals (PL-900)
  • ITIL in IT Service Management
  • DevOps Fundamentals
  • SCRUM Fundamentals Certified
  • Certified Entry level Python programmer (PCEP-30-1)
  • Six Sigma Yellow Belt
  • CCNA (Routing & Switching)

Professional Courses

  • Data Landscape of Gen AI for Project Managers - PMI
  • Generative AI Overview for Project Managers - PMI
  • Basic to Advanced SQL - SkillNation
  • Digital Transformation - Simplilearn
  • Introduction to Data Analytics - Simplilearn
  • Data Visualization using Tableau - Great Learning
  • Python for Data Science - Great Learning
  • Business Analytics with Excel - Simplilearn
  • Finance and Accounting - IBMI
  • Financial Modelling: Build forward looking integrated model - Udemy

Key Projects

Enterprise Datawarehouse Program

Leading the program to deploy a Greenfield Enterprise Data Warehouse using the Telco PI model, serving as a single source of truth, enhancing data accessibility for self service, improving data governance, and leveraging business reporting and analytics to achieve corporate objectives.

Data Science and Advanced AI Analytics

Overseeing the implementation of AI/ML data science models for business use-cases, leveraging cloud platforms to achieve improvement in predictive accuracy and operational efficiency.

Abu Dhabi Health Data services (Malaffi) Program

Onboarded 1500+ medical facilities across Abu Dhabi, Al Ain, and Dubai onto a centralized platform, utilizing Managed SDWAN and Cloud solutions.

Dubai Electricity and Water Authority (DEWA) Smart Grid

In Accordance to Dubai Smart City initiative launched by HH Sheikh Mohammad, Ruler of Dubai, onboarding 1600+ substations across Dubai through Managed MPLS network over GPON/ FLTE for smart metering.

Thomson Reuters

Connectivity to sites across 13 countries through Telco partners.

FTTX (GPON) Connectivity Mega Project

Implemented FTTX projects for new infrastructures, construction portacabins (site offices) and events for multiple Enterprises, over a 5-year period.

Languages

English
Advanced
C1
Hindi
Advanced
C1
Urdu
Advanced
C1
Marathi
Upper intermediate
B2
Arabic
Beginner
A1

Timeline

Digital Transformation Project Manager

Omantel
12.2022 - Current

Service Delivery Project Manager

Etisalat
08.2014 - 11.2022

Network Support Associate

Reliance - Global Cloud Xchange
07.2013 - 03.2014

Customer Service Representative

Dalvi Bros
01.2012 - 06.2013

Service Delivery Specialist

Blueroad Technologies
03.2007 - 03.2010

Masters in Business Administration -

Dr C. V. Raman University

Bachelors in Computer Applications - undefined

Dr C. V. Raman University
  • Project Management Professional (PMP)
  • SCRUM study Agile Master Certified
  • TOGAF 9.1 (OG0-093) Level 1 and 2
  • Certified Strategy Professional
  • Corporate Governance
  • Prince2 (Foundation & Practitioner)
  • Lean Six Sigma Green Belt
  • CCC Cloud Technology Associate
  • AWS Solution Architect Associate
  • AWS Certified Cloud Practitioner
  • Microsoft Certified Azure Fundamentals (AZ-900)
  • Microsoft Certified Dynamics 365 Fundamentals (MB-910)
  • Microsoft Certified Power Platform Fundamentals (PL-900)
  • ITIL in IT Service Management
  • DevOps Fundamentals
  • SCRUM Fundamentals Certified
  • Certified Entry level Python programmer (PCEP-30-1)
  • Six Sigma Yellow Belt
  • CCNA (Routing & Switching)
Rizwan Abdul Rahman