David Calleja

Directed day-to-day operations and management of 5 Technical Support Managers, ensuring prompt and efficient resolution of customer issues whilst nurturing strong relationship with customers

• Provided coaching, evaluated performance of team members, provided regular feedback and conducted performance appraisals
• This engrained continuous improvement mindset within team which saw several members being promoted to more senior role within organization
• Designed effective training material and conducted regular training sessions for Global Technical Support staff of both Tier 1 and Tier 2
• This also included Support processes and procedures (SOPs) that resulted in successful SLA timing in 90% of all service requests
• Lead and managed multiple technical projects simultaneously, ensuring alignment with business goals and objectives
• Working in AGILE environment, projects included upgrades, patch releases, bug fixes, OTA campaigns and remote SIM provisioning
• Collaborated with cross-functional teams, including developers, QA, product managers, and external clients to ensure successful project or service delivery
• Built and maintained strong relationships with key customers by understanding their needs, provided tailored solutions, and ensured their satisfaction with technical services
• Dealt with escalated software or hardware related problems and incidents
• Supervised all aspects of incident management process from evaluation to resolution
• Formed part of post-mortem team, analyzing and reporting on all critical incidents
• Prepared and presented monthly performance reports to senior management, highlighting key achievements and areas for development
• Interacting with requestors and customers or vendors
• Sought solutions and workarounds through troubleshooting and remediation activities
• Represented organization in various meetings and workshops abroad
• Was responsible to lead major project overseas at customer premises (2 Degrees, New Zealand), to oversee launching of project into production.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives

• Whilst some of duties at NOC were retained, provided technical management services to number of MVNO/MVNE and IOT consumers.
• Along with vast technical experience, this role also provided me with substantial experience and various other skills related to project handling and management, coordination between different teams, time-management, teamwork and collective effort skills.

• With the introduction of a new European core network, built 24x7 Network Operations Center (NOC) whilst overseeing its day-to-day management
• Defined and developed standard operating procedures through hands-on management
• The main responsibilities of the NOC included the monitoring and upkeep of critical servers which aided in providing mobile services to more than a million subscribers worldwide.

• Started as part of the network startup team providing tier 2/3 support on MVNO telecommunication issues
• This experimental stage provided the initial exposure to the telecoms world through hands-on work on network main elements including HLR, SMSC and IN platform amongst others.