Technical Support and Infrastructure Teams Lead
Shell Egypt NV
Total years of experience :13 years, 1 Months
- Team management including availability and development and service owners.
- Third party's management.
- Ensuring working on processes and process modification if frequent issues occurred.
- Perform incident investigation and diagnosis to resolve within the SLA.
- Document actions and keep open ISRs updated in IT Service Management tool (ITSM).
- Governance including asset management and safe disposal for consumables.
- Focal Point for any IT related Projects.
- Monitoring all network services proactively.
- Track escalated calls and pending calls and its status inside and outside Egypt.
- Focal point for the support team to escalate any technical failures.
- Focal point for Data Center and SER’s (Secondary Equipment Room) changes and maintenance.
- Focal point for any related Network changes.
- Focal point for servers and storage changes and incidents.
- Focal point for any network requests related to the security team (access control and CCTV).
- Responsible for infrastructure equipment inventory.
- Raising P1 tickets and S@R (service at risk) on behalf of the IT department.
- Quarterly check Data Center access.
- Project management for projects hosted in Cairo asset.
- Team management including availability and development and service owners.
- Third party's management.
- Ensuring working on processes and process modification if frequent issues occurred.
- Perform incident investigation and diagnosis to resolve within the SLA.
- Document actions and keep open ISRs updated in IT Service Management tool (ITSM).
- Governance including asset management and safe disposal for consumables.
- Focal Point for any IT related Projects.
- Monitoring all network services proactively.
- Track escalated calls and pending calls and its status inside and outside Egypt.
- Focal point for the support team to escalate any technical failures.
- Focal point for Data Center and SER’s (Secondary Equipment Room) changes and maintenance.
- Focal point for any related Network changes.
- Focal point for servers and storage changes and incidents.
- Focal point for any network requests related to the security team (access control and CCTV).
- Responsible for infrastructure equipment inventory.
- Raising P1 tickets and S@R (service at risk) on behalf of the IT department.
- Quarterly check Data Center access.
- Project management for projects hosted in Cairo asset.
- Team management including availability and development and service owners.
- Available 24/7 for the management team support.
- Third parties management.
- Ensuring working on processes and process modification if frequent issues occurred.
- Governance including asset management and safe disposal for consumables.
- Helpdesk daily operations support.
- Hardware release management and maintaining the stock.
- Focal Point for any IT related Projects.
- Track escalated calls outside Egypt.
- Tracking team pending calls and its status.
- Focal point for the support team to escalate any technical failures.
- Focal point for Data Center and SER’s changes and maintenance.
- Focal point for any related Network changes.
- Focal point for servers and storage changes and incidents.
- Creating accounts and directories on CUCM and CUCA.
- Focal point for any network requests related to the security team (access control and security
cameras)
- Responsible for infrastructure equipment inventory.
- Raising P1 tickets and S@R (service at risk ) on behalf of the IT department.
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