حسنين نعيم

ITSM Lead في Afiniti

• تركيا - اسطنبول
• مارس 2017 إلى أكتوبر 2022

Lead ITSM - Afiniti (Turkey) 06/2021 to 10/2022
 Lead a team of 6 engineers.
 Oversaw deployment of centralized monitoring tool on over 30 clients.
 Oversaw development of sensors for production monitoring
including predictive sensors using Postgres for data wrangling and
Python for machine learning which reduced incident detection time
to under 5 mins.

 Ensured monitoring readiness of operations for new products by
coordinating with engineering and AI teams.
 Continual process improvement initiatives across departments such as
improved incident management and change management.

Senior Software Engineer - Afiniti 02/2020 to 06/2021
 Developed a centralized monitoring solution for operations team to
monitor production stats and detect revenue impacting incidents using
SNMP protocol, Postgres and Grafana.
 Used R Shiny to create KPI analysis dashboards. This improved KPI
achievement from 85% to 95% and automated the employee review
process for over 100 employees. In addition, it saved 2 daily work hours of
regional managers.
 Set up data pipeline using Talend and created dashboards using Power BI

to perform revenue-incident correlation analysis.
Software Engineer - Afiniti 02/2019 to 02/2020
 Performed root cause analysis on downtime causing incidents and
complied reports for functional and client services team. Reduced
recurrence of incidents to up 40%.

Analyst Software Engineer - Afiniti 03/2017 to 02/2019
 Performed level 1 investigation on production incidents using SQL
for high value clients such as AT&T, Verizon, Sky and resolved
approximately 60% of the incidents at level 1.