Mohammed Alofi

1. Performance Monitoring: •Continuously monitor service performance against SLA targets using dashboards and analytics tools. •Track KPIs such as response times, resolution times, uptime, and other service metrics. •Identify trends and patterns in performance data to detect potential issues. 2. Incident Management: •Oversee the management of incidents that impact SLA compliance. •Ensure timely resolution of incidents to minimize SLA breaches. •Coordinate with support and technical teams to address and resolve service disruptions. 3. Reporting and Analytics: •Generate regular SLA performance reports for internal stakeholders and clients. •Provide detailed analysis of service performance, including any deviations from SLA terms. •Present findings and recommendations to senior management and clients. 4. Communication: •Serve as the primary point of contact for all SLA-related inquiries from clients and internal teams. •Communicate potential or actual SLA breaches to clients promptly and transparently. •Explain the causes of breaches and outline corrective actions being taken. 5. Root Cause Analysis and Improvement: •Conduct root cause analysis for SLA breaches to identify underlying issues. •Develop and implement corrective action plans to prevent future breaches. 6. Proactive Management: •Anticipate potential SLA issues and take proactive steps to address them. •Implement preventive measures and best practices to ensure consistent SLA compliance. 7. Customer Feedback and Reviews: •Gather feedback from clients regarding SLA performance and overall service satisfaction. •Conduct regular reviews with clients to discuss SLA compliance and address any concerns. •Use feedback to drive continuous improvement in service delivery. 8. Collaboration with Internal Teams: •Work closely with operations, customer support, and other relevant teams to ensure seamless service delivery. •Collaborate on strategies to enhance service performance and meet SLA targets.

• Managed a major project to upgrade network infrastructure devices in Saudi Airlines offices, branches and airports in the kingdom resulting in improved and secure performance. • Planned and managed a project to upgrade IP Telephony infrastructure and system in 10 cities in the kingdom. • Lead a team to migrate very critical analog land lines in King Abdulaziz airport in Jeddah from old terminal to another building with very minimal impact. • Managed a project with the business to launch a call center for all Saudi airlines staff and it was a success and currently being used by all staff. • Managed and planned a project to upgrade the phone billing application. • Prepared and evaluated RFP's for many IT projects.

• Handled end user network incidents in Saudi Airlines offices out of the kingdom. • Monitored network bandwidth utilization to optimize network performance. • Planned the upgrade or downgrade of network links for Saudi Airlines offices in and out of kingdom to save cost without compromising performance. • Worked in shifts and supported IT operations for out of kingdom offices and branches to ensure high availability. • Communicated with service providers to resolve issues and improve the service.

Computer Science