Senior Product Support Manager
oracle egypt
Total years of experience :22 years, 10 Months
Managing a number of engineers in 3 competencies (Information Integration, High Availability and Content Management) in different EMEA Countries (France, Netherlands, Spain, UK, Germany and Egypt).
Same as pervious responsibility but within EMEA Region and different competencies.
To ensure global execution of product support work at the cluster level. To manage a number of engineers belonging to one or more clusters
Manage a Remote team of individual contributors in EMEA.
Same as pervious responsibility but within EMEA Region.
Operational and Employee management
Manage a team of individual contributors.
Ensure proper resource utilization including recruiting, hiring and training; ensure work environment, including equipment and facilities, is sufficient to meet work plan objectives; maintain team scheduling and global coverage if appropriate; gain familiarity with budgeting and exhibit sound fiscal awareness and responsibility.
Execute Global Customer Support management operating model and consistent business practices including team readiness to support new product releases or functionality, continue to build and evolve knowledgebase; provide input into Product Management/Strategy and Development teams to improve customer product satisfaction and ensure business continuity.
Lead regular team and direct report meetings, communicate company goals, team goals and define individual objectives. Continual monitoring and evaluation of metrics to ensure that team follows the right course of action to meet desired goals.
Strategic management
Assist next level manager in setting strategic departmental goals based on company objectives.
Work with next level manager while learning to do gap analysis and resource planning.
Customer management
Committed to the delivery of outstanding service to customers. Address customer complaints, respond to critical customer situations decisively, redirect resources as appropriate; maintain ownership of customer escalations until final resolution of customer issue.
Work with customers proactively through user group meetings or other outreach programs.
Center Management Group
This is a Rotation Role that rotates between all the local Management team, which I participate in it from Apr2008 to Apr2009 as ST Representative to facilitate local activities and to act as single point of contact for all the remote managers with the different LOB’s.
A way to share best practices between centers.
• Manage enterprise customers in Egypt and Africa, and work towards objectives, as directed by OSS line manager.
• Work closely with virtual team (s) within the account
• Manage the overall service delivery from OSS into the account and, in some situations, from other lines of business and/or partners.
• Work with partner organizations and other third parties as required.
• Service management, close follow up of the projects Running in the accounts, assist with any critical or potential situation not only for the project running but also with the existing system to ensuing that the best achievable levels of availability and service are maintained. Being proactive by monitoring closely the customer queue, interfere and update the SR, with customer situation and Inform the owners when necessarily with customer current Projects and milestones, to help the PL to serve the customer in a timely
based, in order to increase the customer satisfaction.
• Leading the customer, and give them an Induction and Awareness sessions on how to work effectively with Global Support, keep them updated about the news in Oracle.
• Use my communication and soft skills to actively chase my customers and any third party contacts (SCI, Duty Hub, Duty Manager, BDE, DEV etc.)
• Assist and Follow up in renewal of Support contracts
• Collaborate with Oracle teams across lines of business such as License Sales, Consulting and Education to identify additional sales, consulting or ACS opportunities.
• Establish and maintain a relationship with the account (s) under my responsibilities.
• Managing Customers escalation by acting as a situation manager.
• Proactively monitor the account and report on any potential risks
• Manage any account escalation that may arise
• Provide regular progress reviews and share information, methodologies and good practice to the account (s) and the relevant Oracle lines of business
• Operate in line with Oracle's business processes and procedures.
• Participate in the Advance Resolution Team (AR) for the sysadmin competency specially in the Area of (Print,
Reports, Pasta and Concurrent Manager)
• Create and Deliver a successfully pasta courses for the Sysadmin Team in EMEA, Describe the Pasta
technology strength in multilingual support in Oracle E-business Suite in particular areas that include printing,
viewing a report on-line and generating bitmap reports and a Brief description about the Oracle Applications
Architecture.
• Contribute in the Oracle Support Days for the customer and the Partner
• Contribute in the knowledge management as Concurrent Manager Content Team member, in order to provide
quality content available through the Metalink.
• Coaching the Egyptian Team in contribution to the knowledge management, 2 out of 3 members in the team
has reached level 3 in KM of the Primus tool.
• Close follow up of the issues that are under my responsibility. A customers' issue is a challenge for me.
• Use my communication and soft skills to actively chase our customers and the third party contacts (BDE,
DEV.)
• Work in a customer focused way as the customers make our business work.
• Share knowledge with my colleagues and try to become a lead engineer in some of the areas within the
Competency like (Print, Reports, Pasta and Concurrent Manager)
• Develop an Oracle division training center
• Deliver Oracle DBA and Developer Tracks
• Solving technical database problems or Oracle Financial application problems.
• Supervise and train MIS staff.
• Install, design and create the Oracle database.
• Manage and tune the database storage.
• Backup and recover the database.
• Participating in the installation and implementation phase of the Oracle Financial application.
• Configure Oracle Applications for end users.
• Define application users and assign privileges to them.
• Update application privileges.
• Configure new printers, terminals, or custom applications to work with Oracle applications.
• Prioritize programs and reports to run at optimal times.
• Manage Concurrent Programs, Concurrent Processing and Reports.
• Providing consultation for ORACLE tools (Developer 2000 and Designer 2000)
• Prepare and track the courses required for the MIS staff.
http://www.ritsec.org.eg/
Participating in solving technical database problems. Conducting Oracle Training Courses for Oracle Egypt, including ORACLE database administration and
ORACLE development tools (SQL, PD7, RP2, RP2.5, Forms 4.5) in Egypt.
Participating in the preparation of ORACLE technical solution for Oman Royal Army bid.
Participating in the preparation of an Arabic demo application using ORACLE CDE2 (Developer 2000 now) to be distributed within ORACLE CDs.
Participating in the preparation of “Arabising ORACLE Applications” course material that was conducted by ORACLE Middle East.
Participating in the preparation and implementation of RITSEC-ORACLE Unit WEB page on the Internet. Providing consultation for ORACLE Reports development and solving database problem for AFESD (Arab
Fund for Economic and Social Development) from 15-Feb.-1996 to July -1997 in Egypt and Kuwait.
Developing all the reports for a Library information System with Oracle Reports and solving database problem for the AFESD (Arab Fund for Economic and Social Development) and IDSC (Information Decision Support Center) library.
Participating in the implementation phase of the new LIS for the IDSC (Information Decision Support Center) library (data conversion). Loading the old data to Oracle database using the Loader utility of Oracle.
Instructing Oracle courses in RITI (Regional Informational Technology Institute) as part the Master of Science degree in Computer Science to cover the latest concepts, theories, functions, tools and techniques in cutting- edge issues related to Information Technology. This program delivered by the Regional Information Technology Institute in Cairo, Egypt and The University of Louisville in Kentucky, USA.
Participating in the analysis, design and implementation of the department activity subsystem within a comprehensive administrative system for RITSEC. The system was exhibited by Oracle Middle East in its booth, in the International Information Technology Fair GITEX 1994 as the first Oracle Based Information System in the Middle East to be constructed using the new Oracle Graphics User Interface Tools- Forms, Reports, and Graphics. It is also important to mention that the system was a totally Arabized System.
Full trainee in the Software Skills Development Program (SSDP).
Company: Information Technology Institute (ITI)/ Information and Decision Support Center (IDSC), Cabinet of Egypt.
http://www.idsc.gov.eg; http://www.iti.gov.eg
.
Certified Support Managers worldwide on the SCP Career Certification website http://servicestrategies.com/training/career-certification.
• ITIL (Information Technology Infrastructure Library) Expert. • ITIL (Information Technology Infrastructure Library) Manager's Certificate in IT Service Management (May 2010)
Jul 2009 • Level 4 Introductory Diploma in Management - Chartered Management Institute (CMI) - UK.
Jul 1999 • Professional Certificate in management with concentration in Financial Management. Administered by the Institute of Banking and Finance, American University in Cairo With an Excellent 88% Grade.
1987-1992 Cairo University Cairo, Egypt • Bachelor of Electronic and Communication Engineering. From: the Faculty of Engineering. Grade: Very Good. Graduation Project: System Identification. Grade: (Distinction) Project Language: " C " Language.
1973-1987 Collège De La Mère De Dieu Cairo, Egypt Thanawia Amma Certificate, with 87.9%.