Hebatallah Mansour

Analyzing and troubleshooting the malfunction of running applications - Instapay as a second level
support.
Investigating and handling customers reported issues, requests and inquiries.
Reporting any production related issue to internal stakeholders.
Maintaining the availability of 24/7 production environments, keeping the application running
smoothly (Instapay).
Installation and deployments of new releases/fixes of payment systems application.
Handling the out of work hours calls and notifications related to production issues in addition to
planned maintenance activities on production environments based on the predefined On Call Matrix

Acknowledge assigned cases and ask proper probing questions.
Provide accurate, timely responses and resolutions to client according to the SLA.
Research knowledge base, old cases, and test different scenarios on his own.
Troubleshoot Venues Databases'
.
Help clients solving configuration/setup issues remotely.
Actively create and update internal and client-facing support knowledge base articles .
Document cases well to reflect investigation done.
Work on special projects as needed by the team lead.
Engage with clients via different communication channels to investigate reported issues and help
them fixing it. Communicate with other supporting departments ( Training, Field Ops, Product
team…. etc) to solve related issues.
Troubleshooting Network, Databases & Printers issues.

Provide a professional first technical point of contact for the customer.
Provide updates as needed to the customer in order to meet performance objectives.
Support offshore customers remotely through AT&T applications.
Performed different setups for SIM Cards, Apple and Android products as much as possible.

Performed checks to verify systems are stable.
Monitored systems status - Zabbix
Maintained and documented problem descriptions
Collaborated with senior developers to test the system and create new features.
Performed different procedures on SmartVista- EBC system
Created guides to document the processes and maintain business continuity