IT program manager
Seed group
Total years of experience :17 years, 2 Months
Managing multiple projects in all aspects including monitor technical deployment, liaison commercials with Telecom operators in various geographies in Middle-East and Africa.
IT project manager/ scrum master for Etisalat Mobile Apps development team.
Managed multiple major projects related to Remote Access services; one of which is the Orange transformation program from hard tokens (RSA solution) to soft tokens (MobilePass solution) which included migrating the infrastructure, the tools and the end users.
Service manager for one of the most critical business services provided by Orange to its employees and customers which is the Remote Access service.
Provided 16, 000 global employees (seven sites) and 2, 000 business partners (four sites) with secure remote access to the Orange network by managing remote access IT infrastructure and service operations.
Established, reviewed, and updated operating- level agreements (OLA), service-level agreements (SLA), and underpinning contracts.
Managed problems related to remote access and escalate to appropriate support teams as needed. Analyzed service disturbance trends and root cause analysis and implemented improvements.
Dec 2008 - present Orange Business Services, France Telecom
Third Party Technical Expert, Core Infrastructure services, IT Security management.
Job Description - In order to continue the day to day business activities, Orange is granting secure network access solutions to its business partners.
• Acting as a project manager for many projects: Remote access migration for business partners, SCWEB decommissioning project, Outlook migration project, FT carto alignment project.
• Participating in many other projects within the network, security and remote access domains.
• Managing daily requests, incidents coming from 1700+ business partner end users.
• Acting as the main escalation point for any Business partner related access issues.
• Acting as the process owner for the Remote Access requests.
Key Accomplishments -
Process creation and control; when joined the team back in 2008 was able in less than 6 months' time to achieve one of the most challenging goals, which is creating a new process and gaining consensus from 6 different entities who never wanted to participate in the same process, this included documentation, OLAs, communications with all stakeholders.
Outlook migration; Was a very challenging project with many technical constraints, including also huge number of communications to all business partners who needed to participate in pre and post checks.
April 2006 - Dec 2008 Orange Business Services, France Telecom
Position -
Small Office solutions Market Analyst, Teleco Offering team, DSL Connectivity management.
Job Description -
• Responsible for providing VNO customers with best feasible Small Office Solutions mainly DSL, Leased line, satellites and fiber optics.
• Virtually leading a team of four people located in Vietnam.
• Was responsible for preparing and conducting the training materials for the new team members.
• Applying different project management tools and techniques throughout the phases of each project.
• Coordinating and dealing with many involved internal and external stakeholders such as Customer account managers, local sourcing, Field operations, CNS VNO team, Internet service providers and teleco companies all over the globe.
• Successful closure of many projects by providing VNO SOS for key customers, such as Dutch MoFA, Airliquide, UPS, Pierre Fabre, Total, JE, Kraft, Wall mart, Sun Chemicals and many more.
• Meeting customer deadlines by providing consistent technical, pricing and ordering details for each offer.
Key Accomplishments -
• Maintaining the Orange SOS catalogue with the best offers from all teleco companies all over the world.
• Conducting virtual training sessions for the team in Vietnam based on a tight schedule to meet the deadline of other team members release dates.
• Handling more than one projects simultaneously and successfully closing them.
August 2005 - April 2006 Orange Business Services, France Telecom
Position -
Technical Specialist DSL CoE, Customer Implementation Management.
Job Description -
• Responsible for Orange DSL installations and support in United Kingdom and Belgium.
• Supported the team during the initial phases by working on providing end-to-end ownership for all DSL service orders delivered within country of responsibility within committed timeframes to include order entry, order validation, order tracking, scheduling, overall order management and accurate progress reports.
Key Accomplishments -
• Selected to travel on a mission for 3 weeks to Niece, France in order to get a proper handover from the DSL COE team in Niece and transfer the knowledge back to Cairo team.
• Established a strong knowledge base for other team members to benefit from and provided on hand support and coaching for other team members when required.
August 2004 - August 2005, Orange Business Services, France Telecom
Position -
Circuit & Access Optimization Project Manager
Job Description -
Handling projects aiming to reduce costs within Orange providing End to End ownership for all Internal Migration orders delivered with committed timeframes to include order entry, order validation, order tracking, scheduling, Installation Support & overall order management.
Responsibilities -
- Responsible for taking the handover from the team in USA.
- Increasing the knowledge curve inside the team on the shortest time possible till the team was fully operational and the off shore model had been implemented successfully.
- Responsible for training the new comers inside the team in Cairo with all OTB tools.
- Accountable for order management of all internal projects that stakeholders order from the receipt of valid service requests, to the handover as per predefined milestones.
- Coordinating with 5 main entities and coordinating between them within Equant and out side it (Different Teleco Companies)
* 2000, High School, El Nasr Schools (Ex. The English Schools)