Hisham Ismail

Technical Senior Manager Software Support / Training Lead / Eng Development Program EDP at Oracle

• Egypt - Cairo
• September 2006 to November 2015

• Perform HR activities associated with direct reports*:
o Hire direct reports.
 Perform appraisals for direct reports:
 Solicit employee self-appraisal.
 Solicit 3rd party input (from functional manager and others as needed).
 Accomplish performance review.
o Set work hours for direct reports.
 Promote direct reports:
 Determine candidates for promotion.
 Solicit 3rd party input (from functional manager and others as needed).
 Submit paperwork for promotion.
 Accomplish performance review.
o Perform disciplinary actions of direct reports:
 Identify performance issue (may include input from functional manager).
 Prepare Performance Improvement Plan.
 Counsel employee to achieve corrective action or termination.
o Review compensation package.
o Follow Up on Employee satisfaction reports.
o Manage approval process for self-service actions.

• Manage functional team activities related to daily job duties.
o Check & Balance Workload of Functional Team:
 Review Summary Data for team.
 Check Schedule Availability of Engineers to Reassign SR.
 Reassign SR as needed.
o Check & Balance Workload of Functional Team.
 Review Workload for an Engineer:
 Review Engineer’s Queue.
 Review any SRs that are out of guidelines.
 Coach the engineer in managing the backlog.
o Assign Work Manually:
 Check Team’s Schedule.
 Check Skills for Engineers.
 Assign SR to Engineer with Appropriate Skill (in Groups that do not use automated assignment)
o Manage rotational team members in functional team:
 Monitor SR work.
 Review Customer Surveys for the Engineer.
 Contribute 3rd Party input to Engineer Appraisal.
 Schedule work hours/vacation.
 Maintain Engineer Skills (Skill level, Desire to Use, skill region, skill effective days/dates).
o Perform global workload balancing:
 Work across the product set with peers.
o Maintain team information for Manager Out Sick/On Vacation:
 Update Skills for other manager’s team as needed.
 Maintain Schedule information for other