Total Years of Experience: 16 Years, 10 Months
August 2019
To Present
ITSM Consultant
at Orange Business Services - Egypt
Location :
Egypt - Cairo
November 2015
To July 2019
Head of IT Helpdesk & Service Management Office, Al Ahli Bank of Kuwait – Egypt(Former Piraeus Bank-
at Al Ahli Bank of Kuwait – Egypt
Location :
Egypt - Cairo
Drafting IT processes and associated procedures for IT activities according to the CBE regulations, ISO 20000 and ITIL standards.
• Ensuring the compliance of IT Policies & Procedures with the CBE regulations, ISO 20000 and ITIL standards.
• Amending the IT processes and associated procedures to ensure a full mitigation to the gaps and risks.
• Handling IT projects related to End-users including project planning, Control & Closure activities.
• Evaluate, Monitor and measure the performance of several IT Teams (IT Helpdesk and Hardware
Support, IT operations).
• Heading the IT Frontline of Support team and Business Helpdesk.
• Reporting the incident Management/Problem management and SLM activities to the IT Division
top management.
• Maintaining the Service Catalogue of the IT Division & conducting service reviews.
• Ensuring the compliance of IT Policies & Procedures with the CBE regulations, ISO 20000 and ITIL standards.
• Amending the IT processes and associated procedures to ensure a full mitigation to the gaps and risks.
• Handling IT projects related to End-users including project planning, Control & Closure activities.
• Evaluate, Monitor and measure the performance of several IT Teams (IT Helpdesk and Hardware
Support, IT operations).
• Heading the IT Frontline of Support team and Business Helpdesk.
• Reporting the incident Management/Problem management and SLM activities to the IT Division
top management.
• Maintaining the Service Catalogue of the IT Division & conducting service reviews.
May 2015
To November 2015
Global Applications Service Quality Manager,
at Vodafone Group Services GmbH
Location :
Germany
• Evaluate, Monitor and measure the performance of several Global Applications support team across Vodafone Operating Companies.
• Generate Performance reports and perform trends analysis.
• Conduct Service review meetings with domains single points of contact and cover the gaps.
• Enhance the overall performance, process and service availability for all Global Applications services across Vodafone operating companies.
• Generate Performance reports and perform trends analysis.
• Conduct Service review meetings with domains single points of contact and cover the gaps.
• Enhance the overall performance, process and service availability for all Global Applications services across Vodafone operating companies.
June 2013
To September 2014
ITIL Problem management Specialist
at Vodafone Group Services GmbH
Location :
Germany
ITIL Problem management Specialist | Vodafone Group Services GmbH-Germany| http://www.vodafone.de | June 2013-Present
• Executes the Problem Management process tasks in adherence with global and local requirements, and includes the following sub processes: Proactive Problem Identification, Problem Categorization and Prioritization, Problem Diagnosis & resolution, Problem & Error-Control, Problem Closure & Evaluation, Major Problem Review and problem reporting.
• Coordinates and manages the Problem Management process activities across the global factory and with external
• Suppliers to agreed global and local SLAs.
• Escalates risks and issues to the Problem Management Regional Process Owner.
• Supports Problem Management reporting (KPIs and customer SLAs).
• Assists the Problem Management Global and Regional Process Owners in driving Service management best practice
• And ITIL process standardization.
• Assists the Problem Management Global and Regional Process Owners in ensuring consistent end-to-end
application of the Problem Management process across their account(s).
• Assists the Problem Management Global and Regional Process Owner in identifying and planning for Problem management process improvement projects.
• Drives implementation of standard execution of the Problem Management process.
• Executes the Problem Management process tasks in adherence with global and local requirements, and includes the following sub processes: Proactive Problem Identification, Problem Categorization and Prioritization, Problem Diagnosis & resolution, Problem & Error-Control, Problem Closure & Evaluation, Major Problem Review and problem reporting.
• Coordinates and manages the Problem Management process activities across the global factory and with external
• Suppliers to agreed global and local SLAs.
• Escalates risks and issues to the Problem Management Regional Process Owner.
• Supports Problem Management reporting (KPIs and customer SLAs).
• Assists the Problem Management Global and Regional Process Owners in driving Service management best practice
• And ITIL process standardization.
• Assists the Problem Management Global and Regional Process Owners in ensuring consistent end-to-end
application of the Problem Management process across their account(s).
• Assists the Problem Management Global and Regional Process Owner in identifying and planning for Problem management process improvement projects.
• Drives implementation of standard execution of the Problem Management process.
June 2010
To May 2013
Incident management & Service Assurance Engineer
at Vodafone Technology-Information
Location :
Egypt - Cairo
Incident management & Service Assurance Engineer| Vodafone Technology & Information Services | JUNE 2010 - MAY 2013
• Driving the efficiency and effectiveness of the incident management process.
• Handling Escalations from internal teams and local markets.
• Producing management information, including KPIs and reports.
• Monitoring the effectiveness of incident management and making recommendations for improvement.
• Developing and maintaining the incident management system.
• Driving, developing, managing and maintaining the major incident process and associated procedures.
• Reviewing and auditing the process.
• Ensuring that all IT teams follow the incident management process for every incident.
• Driving the efficiency and effectiveness of the incident management process.
• Handling Escalations from internal teams and local markets.
• Producing management information, including KPIs and reports.
• Monitoring the effectiveness of incident management and making recommendations for improvement.
• Developing and maintaining the incident management system.
• Driving, developing, managing and maintaining the major incident process and associated procedures.
• Reviewing and auditing the process.
• Ensuring that all IT teams follow the incident management process for every incident.
April 2009
To June 2010
International Account Customer Interfacing Advisor
at Vodafone United Kingdom
Location :
Egypt - Cairo
International Account Customer Interfacing Advisor| Vodafone United Kingdom -http://www.vodafone.co.uk | APRIL 2009 - JUNE 2010
• Act as a frontline interface with customers of Vodafone UK Customers. Role involves responding to customers over the phone and resolving their inquiries. The main purpose is to facilitate and provide a Vodafone global customer service standard.
• Handling several offline tasks within the off-shore call center based in Giza-Egypt, such as quality assurance, team coaching and training, utilization reporting.
• Act as a frontline interface with customers of Vodafone UK Customers. Role involves responding to customers over the phone and resolving their inquiries. The main purpose is to facilitate and provide a Vodafone global customer service standard.
• Handling several offline tasks within the off-shore call center based in Giza-Egypt, such as quality assurance, team coaching and training, utilization reporting.
March 2008
To August 2008
Project Coordinator
at NextWave-UK
Location :
United Kingdom - Glasgow
NextWave-UK August 2008 - March 2008
Project Coordinator
Supporting the planning of the TD-CDMA pilot test in Egypt with TE-Data and Telecom Egypt (Landline Service Provider)
Project Coordinator
Supporting the planning of the TD-CDMA pilot test in Egypt with TE-Data and Telecom Egypt (Landline Service Provider)
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