Talal Shaheen

Managed fulfillment operations, partner governance, and SLA compliance while driving service quality and operational excellence. Led two RFP initiatives covering technical requirements, vendor evaluation, and contract negotiations. Oversaw end-to-end service delivery, KPI reporting, and process improvement, collaborating with stakeholders and vendors to enhance customer satisfaction, reduce order rejections, and optimize operational performance using HPSM, CRM, Jira, Oracle ERP, and Netcracker.

Managed service assurance, vendor performance, and SLA compliance across telecom and ICT services. Led incident management, technical escalations, root-cause analysis, and service restoration to ensure network availability and operational reliability. Collaborated with engineering and vendor teams, developed performance reports and dashboards, improved MTTR through best practices, and optimized processes through automation using Huawei, Nokia, Cisco, PRTG, Grafana, and IP/MPLS technologies.

Managed shift operations within a Telecom NOC, ensuring stable network performance and timely incident response. Supervised real-time monitoring, critical alarm management, & major incident escalation while tracking service restoration. Developed an HPSM dashboard for ticket flow, SLA, and performance metrics. Trained over 100 operations staff on KPIs & customer service standards, coordinated shift handovers & change activities, improved response times through effective field & resolver team collaboration.

Installed, configured, and maintained fixed-line telecom services for residential and enterprise customers, supporting fiber, broadband, voice, and data networks. Performed troubleshooting, fault resolution, service activation, commissioning, and quality assurance while coordinating with NOC and provisioning teams. Installed and supported LAN infrastructure, routers, patch panels, and network equipment to ensure reliable service delivery.

Canada University Equivalency: WES ECA 4872303 Germany University Equivalency: ZAB LN2025/16716-1