حامد M. Ibrahim

• Lead the design and implementation of comprehensive technical solutions, ensuring alignment
with business goals and international standards such as TMForum and STC protocols.
• Spearhead the creation of High-Level Designs (HLD) and associated technical artifacts,
delivering scalable, efficient, and compliant designs for complex system changes, including
migrations and upgrades.
• Drive in-depth analysis of legacy systems, utilizing reverse engineering to document existing
code, databases, and integrations, resulting in detailed technical specifications and improvement
strategies.
• Serve as the principal liaison for clients, effectively managing expectations, facilitating
approval processes, and ensuring seamless communication between client teams and internal
stakeholders.
• Collaborate closely with project leadership to prioritize tasks, optimize project timelines, and ensure successful execution using Agile frameworks, managed via Jira/Confluence, with rapid prototyping in Balsamiq.
• Oversee the verification and quality control of technical solutions, ensuring all deliverables
meet rigorous standards and client requirements. Participate in User Acceptance Testing (UAT) to
validate final product alignment.
• Drive team collaboration by coordinating activities across multiple internal and external teams,
promoting efficient workflows, and ensuring all project aspects are aligned with business and
technical goals.
• Identify opportunities to enhance system performance and project workflows, implementing
innovative solutions to improve operational efficiency and technical execution.
• Manage critical project escalations and resolve high-impact issues by leveraging effective
communication channels, ensuring stakeholder alignment, and timely issue resolution to mitigate
project risks.

• Led high-impact initiatives in Governance, Risk, and Compliance (GRC) across multiple
financial institutions, transforming risk management practices and enhancing compliance
standards.
• Drove the adoption and integration of the COSO Risk Management Framework, improving
strategic risk oversight and ensuring seamless regulatory alignment across diverse banking
clients.
• Designed and deployed a custom GRC platform, fully optimized to COBIT standards, tailoring
its configuration to meet the specific needs of each client and enhancing overall risk management
efficiency.
• Conducted comprehensive IT risk assessments, identifying critical vulnerabilities and
implementing targeted risk mitigation strategies that significantly strengthened security and
business continuity.
• Collaborated with senior leadership to design strategic GRC roadmaps that aligned technology
solutions with business objectives, driving measurable improvements in operational workflows
and risk mitigation efforts.
• Managed the successful deployment of the GRC platform, overseeing its configuration,
integration, and execution to ensure seamless operational functionality with minimal disruptions.
• Developed and implemented advanced compliance strategies that not only met regulatory
requirements but also positioned clients to proactively manage risk and maintain operational
excellence.
• Built and maintained strong relationships with stakeholders, providing expert guidance on
governance and risk management while ensuring alignment with business goals and strategic
priorities.
• Delivered substantial reductions in operational risks through the enhancement of risk
frameworks, enabling clients to exceed compliance expectations and ensure ongoing regulatory
success.

• Led the launch and scaling of BSafes face mask production facility, ensuring operational
efficiency, regulatory compliance, and product quality during a period of rapid growth.
• Developed risk mitigation strategies and innovative solutions that improved manufacturing
processes, increased brand awareness, and drove significant sales growth.

• Led the IT governance and risk management division, implementing proactive strategies to
enhance risk identification, mitigate potential threats, and ensure alignment with the banks
strategic goals.
• Pioneered the transformation of the IT Service Desk into a proactive Service Operations
Center, improving response times, operational efficiency, and significantly lowering operational
costs by optimizing resources.
• Developed and rolled out a strategic IT roadmap that aligned with business objectives,
ensuring long-term IT sustainability, performance enhancement, and measurable outcomes across
the organization.
• Instituted and monitored key performance metrics and reporting frameworks, driving
performance optimization, ensuring compliance with regulations, and aligning with internal
policies and industry standards.
• Strengthened vendor management processes by creating and implementing Service Level
Agreements (SLAs), ensuring effective governance, and optimizing third-party service quality and
performance.
• Directed and oversaw comprehensive internal and external audits, addressing compliance
gaps, and driving process improvements that enhanced audit results and ensured regulatory
compliance.
• Delivered significant cost savings by leading the upgrade of the service management solution,
achieving 90% cost reduction compared to initial budget estimates, while improving operational
capabilities.

• Spearheaded the alignment of IT initiatives with broader business strategies, driving
innovation and maximizing the impact of technology investments on overall company
performance.
• Developed and operationalized comprehensive governance protocols that ensured IT
processes adhered to corporate and industry standards, while proactively mitigating potential
risks to the business.
• Introduced advanced performance tracking systems, enabling real-time evaluation of IT
projects and ensuring continuous alignment with both immediate objectives and long-term
business goals.
• Cultivated key relationships with senior stakeholders, integrating market intelligence and
technological foresight into the decision-making process, enhancing the overall strategic direction
of IT services.

• Orchestrated the design and architecture of advanced billing, invoicing, wholesale
billing, and payment solutions, ensuring seamless integration and the highest quality service
delivery across platforms such as BSCS, EMM, and Stream Serve.
• Managed the full procurement process for billing and payment technologies, leading
RFPs, RFIs, and RFOs, and successfully negotiating with vendors to select the most innovative and
cost-effective solutions for the organization.
• Directed the implementation of tailored billing solutions for new products and promotions,
optimizing the billing process to meet and exceed Etisalats financial and operational objectives.
• Stayed ahead of technological advancements in the market, conducting in-depth analyses and
facilitating targeted training for the team to enhance their technical expertise and keep pace with
evolving industry trends.

• Directed a team of over 250 professionals across multiple functions, including Billing
(Convergys), Customer Care, Data Warehousing (Teradata), Mediation (Intec), Fraud & Revenue
(SubexAzure), and SharePoint. Successfully led five General Managers to enhance operational
performance.
• Contributed to the strategic direction by defining goals, allocating budgets, and liaising with
vendors. Restructured development cycles to improve time-to-market and IT product quality,
achieving cost reductions by shifting from outsourced consultants to an in-house team model.
• Led the successful implementation of several high-impact projects, including the Covergys
Infsys Rating and Billing System, One Stop Shop Order Management, Ascade Least Cost Routing,
Teradata Communication Data Model, and Mobile Number Extensions.
• Spearheaded the launch of the new IRB Billing system, identifying and addressing
implementation gaps while integrating with other systems. Built and mentored teams to ensure
operational readiness, ensuring effective training and knowledge transfer for the new system.