CASE STUDY

I lead the technology organisation in Ooredoo Group . We are responsible for defining the network and IT strategies and architectures to support the efficient delivery of the company ’ s business objectives and meet our customers ’ expectations across the different markets in which we operate .

What are some of the IT initiatives , projects , and implementations you have overseen since taking on your role as CTIO at Ooredoo Group ?

In Ooredoo Group we focus on the strategic programmes that help our operating companies achieve their business goals .

One initiative that we announced just recently was a partnership with Ericsson as our next-generation Digital Transformation partner for Business Support System ( BSS ) solutions . This five-year partnership will witness the deployment of the latest Ericsson BSS solutions across several Ooredoo operating companies . This will give us a new set of capabilities across the customer , product , revenue and service management domains of our business operations .

Also , we are transforming our Enterprise Support Systems ( ESS ), such as Financials , Procurement , and HR and moving them from a legacy technology to a modernised platform on the cloud . This is for all Ooredoo Group and all our operating companies . This will help us to standardise our internal processes and systems .

Technology innovation is also being applied to improve our business and network operations . Artificial Intelligence ( AI ), Machine Learning and automation are being applied across our organisation where it fits . For example , we recently started “ Smart Network Planning ” to enhance the efficiency of network investment decisions through use of Machine Learning algorithms .

Also , we are increasingly using digital technologies to engage with our customers and improve their customer journey and experiences . By introducing digital technologies , we are making it quicker and easier for customers to find , buy and use our services online which also reflects positively on our business .

Finally , for our employees , we have migrated them to Microsoft 365 , which is enabling a flexible “ Digital Workplace ” culture empowered by Microsoft ’ s collaboration tools . Ooredoo Group is one of the first in the region to implement this type of agile digital working culture and we hope that it will ultimately be a significant competitive advantage .

The role of a CTIO has evolved over the years with more C-level and business line executives getting involved in making IT decisions and formulating the overall technology strategy . How hard or easy is it for you to get the correct support and buy-in from your C-Suite peers at Ooredoo Group ?

Ooredoo Group ’ s C-suite fully recognises the power of digital technology to transform our business , drive customer acquisition and ensure that we deliver outstanding services and customer experiences .

We have embarked on a Digital Transformation strategy that has only been accelerated by the COVID-19 pandemic , and which is leading to sustained improvements in the financial performance of our business .

One area where our operating companies have been particularly keen to adopt the latest technologies is in business services . Among business customers , we have seen a significant increase in demand for cloud services as more people work remotely . Based on this , several of our operating companies have strengthened their partnerships with global cloud service providers such as Microsoft .

Microsoft Azure Cloud has been hosted in Ooredoo Qatar data centres since 2020 , but we have expanded this partnership to cover Kuwait from April 2021 and we believe these types of technology partnerships offer huge potential for us in the future .

Which telecoms equipment vendors is Ooredoo Group working with to roll-out its 5G network and where is the company at on its Digital Transformation journey ?

5G is an amazing breakthrough that will drive Ooredoo ’ s business for years to come . Ooredoo Group was one of the first companies to launch a 5G network in Qatar in 2018 and we continue to roll-out 5G across our global footprint . Today , we offer commercial 5G services in Qatar , Kuwait , Oman , the Maldives and Indonesia , where we recently launched 5G in the cities of Jakarta , Solo and Surabaya .

5G offers drastically improving speeds and lower latency , but it is the amazing and varied use cases for the technology across sectors and industries that I believe makes it so revolutionary .

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