Support Center Engineer-Global Help Desk division
Vodafone Egypt
Total years of experience :24 years, 0 Months
•Support for the Vodafone global intranet project (VISTA) serving 23 Vodafone's network operating companies all over the world.
•Handling employees inquiries and problems received by phone, e-mail or via the Remedy trouble ticketing system.
Acting Team Leader for a team of six members responsible for the three functions SOX User Access Management and Remedy Configurations Management and CISCO Secure ID Operations outsourced for VGS-IT ( Vodafone Group Services IT- GERMANY)
Responsibilities:
-Acting as shift leader by distributing the workload among the team members and prioritize the requests received according to the urgency of each case.
-Acting as interface with the Service Integration, Concept and Service Enablers teams within VGS to speed up, enhance and implement the new product requirements on the Remedy application.
-Ensuring that all GSD User Access Management request tickets are handled within 24 hours.
-Performing quality auditing for the tickets handled by the User Management team members.
-First escalation point in case of delays, complaints, service level breach and top urgent requests.
-24x7 on call support for emergency access requests.
-Acting as SPOC with the User Access Management principle manager in Ratingen - Germany to enhance and develop the working instructions process.
-Acting as SPOC with GSD Remedy Configurations 2nd Line Support teams in order to co-ordinate the handover of new tasks and responsibilities.
-Acting as SPOC with the Remedy steering committee.
-Participant in the weekly Remedy Configurations committee VC meeting.
-Regularly coaching the team members to obtain the quality standards provided by the Global Service Desk teams.
-Communicating the updates, changes and enhancement in the work instructions to the team members to implement in their daily job.
-Participating in creating, modifying and deleting users/groups/categories on the Remedy 7.0 application for Vodafone OpCos users as well as Vodafone group employees.
-Providing feedback on the team members to the Global Service Desk team leader in order to finalize the mid and final year appraisal.
• Team Leader for the Enterprise Service Desk team with headcount of 14 IT Engineers
• Acting as “0” and level “1” Support for Vodafone Group Enterprise web applications and services, examples are Intranet, Remedy, Vodafone Tube..etc. They are used by Vodafone internal and external employees.
• Making sure that the team performs in alignment with ITIL Service Operations standards.
1. In Vodafone People Survey (team members assess their managers): I managed to achieve Manager Index of 81% (4% higher than Vodafone score) and the first among my fellow team leaders.
2. The headcount of the team has increased positively by almost 40%. I managed to increase the pace of the hiring process so that no negative affect on the operations or the moral of the team members due to working with understaffed manpower.
3. I managed to reduce the re-opened tickets (tickets gets re-opened after being resolved for first time) from 162 tickets in June to only 57 in Jan 2014 with decrease rate of more than 65%
4. Average team quality since my assignment has improved significantly which was a very high concern by our customer since last fiscal year. We achieved an average P1 handling quality of 95.4% which is 5.4% higher than the KPI set by our customer.
5. I managed to reduce the Ping-Pong (bouncing) tickets rate by 10%.
•Customer support for Vodafone Online projects and websites.
•Escalating customer technical troubles to Help Desk.
•Asisst internal and external customers to set up WAP and GPRS access settings for the various handsets.
•Attend preparation meetings for new Online projects .
•Perform User Acceptance Test (UAT) for online projects.
•Conduct and prepare training sessions for Customer Operations staff on technical issues and online projects.
•Representing Vodafone Egypt in technological events and exhibitions.
•Taking calls on 888 queue.
•Handling customers’ complaints.
Projects Include:
•Remedy Project (Project aims at reduce the number of the rejected remedies and fasten the process of solving customers’ technical troubles)
•Floor leader for “Data Call Project” June 2001 (aims at initiating apology calls for customers facing Data service calls delay from previous months to assure customers’ loyalty and maintain company image).