Head of Operations
Avon
Total years of experience :20 years, 2 Months
Head of Supply Chain Operations and head of Administrations
Managing the company supply chain including:
Inventory Control
Warehouse Management
Pick and Pack assembly
Distribution and order delivery
Health and Safety
Quality Management
BCP
Sourcing and suppliers management
managing team of managers and supervisors and running Avon facility in Saudi Arabia
assisting company GM in building company strategy
- Managing IT department at Avon SA (cosmetics) (people management, budgeting, performance review, ....),
- IT Project Manager role in Avon projects related to KSA,
- IT Business Partner for Avon SA business,
- Budgeting and Cost/Benefit analysis for new IT projects,
- Managing IT portfolio,
- Participating in the creation of IT vision and strategy related to Avon SA,
- Managing regional projects in NAME
- Creating, modifying and re-engineering IT processes and IT definitions to match Avon Global standards,
- Holding tenders and managing vendors and IT suppliers,
- Interview Key users and process owners in order to understand the business problem or opportunity,
- Assist the line of business manager (i.e., the Country Manager or Dept Heads trying to launch an initiative) in prioritizing the components of IT support, in identifying and mitigating risks, and in determining how to measure outcomes
- Coordinate with IT colleagues globally to integrate activities to meet client needs
- Assist in creation/negotiation of interaction agreements between the business and IT (outlining responsibilities and expectations of each party
roles
1.Major Incident Mgt
-Managing crisis bridges and Major Incidents which has high impact or loss services of major applications and managing IT teams till finding the solution or work around to restore service
-Change Management role in the Major Incident times to approve changes
2.Problem Management
-Leading the IT teams to find root causes for the problems using techniques like Ishikawa (cause & Effect), 5 WHYs and 80/20
-Follow up the implementation of difinitive solutions and the improvements plans for problems and the update/implementation of the processes
-Create & publish Root Cause Analysis reports to services stackholders
-Designing, Implementing & follow up on processes and interlocks between IT teams, solving problems generated from the processes and ensure alignment to ITIL
-Providing high level information through presentations and regular meetings with management
-Do trend analysis to discover potential problems, designing and implementing proactive solutions to reduce risk, cost and impact.
-Review services KPIs Vs agreed SLA
-Participat in Design, implement test plans for new hardware/software solutions.
-Investigations and support include Complex network infrastrucute, firewalls (BigIP, Alteon, …) and mainly cisco routers, Complext applications with high amount of data exchange using different technologies like web methods and direct DB connections.
3.PBM Process Owner
-Maintaining of continous service improvement library
-Alignment of IT services with ITIL guidelines and run projects to align services with ITIL
-Analysis and create of business requirement, followup on development, UAT & implementation plans for internal portal for PBM activites
4.Conteneous Service Improvement
-Design & Develop S/W solutions for reports generation automation
-Present courses focused on Quality improvement
-participating in SIP to improve the quality of service desk teams
5.Management
-Backup of the Domain Leader, PBM Team
Provide application support in Service Delevary Systems area (Ordering, provisioning, work flow management, change management and data reprository systems )
Provide expertise in diagnosing complex trouble tickets
Constantly enrich knowledge database to improve trouble shooting efficiency
Integrate application evolutions in the support function (support documentation & training)
Train Agents on area of expertise
Ensure application integrity and stability through constant follow up with level 3 support
Assist in application maintenance operations to ensure service continuity
Produce monthly applications availability reports (KPIs)
Communicate planned and unplanned outages to end users
Provide knowledge transfer and documentation to other team members on assigned trainings inside and outside Egypt (e.g. OTB, Sopra SDS Applications)
Providing automated solutions for helping and fastinig the normal daily checks done by OTB French domain SDS teams
Joining for multible projects inside the ITSM (providing portal interface for helping level 1 investigations, IT Helpdesk training, appluing six sigma on SDS applications) and outside the ITSM (N to 1 Migration projects)
Acting as team leader backup for SDS team
Development of Oracle based application (point of Sales system)
Development of Interfaces between different Applications DBs like between Oracle and MS SQL server
full time training course provided by Orascom Technologies under supervision of Ministry of communications and information technology
the training course subject was Oracle certified professional Developer, working on Oracle 9i DB, the program included passing all the certification exams and a final project of "automated tenders system"
the project evaluation was A+
Implementing, Administrating and troubleshooting computer networking over MS NT domain
My graduation project was ISM wireless modem that works inside cell phones GSM band, which make it untraceable, the project review board evaluated the project as "Excellent"
