GDC Operations Manager
ITS
Total years of experience :15 years, 5 Months
Communicating with customers to initiate the transition
process
- Liaising between different company’s LoBs and the
customer’s focal point to ensure smooth transition
procedures
- Following-up with the customer after transition to the
new model to eliminate any problems and ensure full
customer’s satisfaction on the new service delivery
model
- Ensure customer environment stability through
proactive initiatives
- Ensuring 'Resolution and Contingency' plans are
effective and technical problem resolution is proceeding
as per process commitments
- Developing and presenting periodical customer reviews
to the senior management
- Manage financial and commercial issues of the business
area, ensuring that budgets and forecasts keep on track
to achieve results required for business area.
Manage, motivate and develop the team of service
delivery people, ensuring that the service levels
constantly improve and contribute to growth in new
business.
- Establish relationships with customers and a range of
managers across Fujitsu Services to act as a respected
technical interface both internally and externally to
exhibit confidence that we can deliver and enhance their
service.
- Resource allocation/scheduling to meet the demands of
delivering a service, in light of day to day changing
priorities or issues on services of a small to medium
capacity. Uses strengths of team to achieve effective
and efficient delivery of service within SLA.
- Anticipate the impact of business issues on own
operation and take appropriate action.
- Monitoring the stock inventory in & out
- Influence and integrate lower-level plans related to
projects. Applying service delivery scheduling, to deliver
varying service requirements in large or complex
situations.
Provide technical leadership and act as the authority over a range of
products, implementing technical training courses
- Applying innovative ideas to improve fault diagnosis and process.
- Influence and encourage team members to follow processes (e.g. spares
quality) in place to ensure no extra costs.
- Produces root cause analysis relating to critical and complex customer
problems to prevent future re-occurrence of similar issues, sharing
knowledge and understanding with
- Diagnose and resolve complex problems critical to customer satisfaction.
(e.g. store non-trading and closed to public due to hardware non-
functioning).
Carry out first level diagnosis over set of products (servers, operating
systems -Solaris, Windows, ..etc)
- Follow established processes and systems (e.g. completion of all admin
paperwork, charging customers, call system, customer’s on-site processes)
- Act as a team player being viewed by colleagues as a helpful member of
the team.
- Follow laid-down procedures and decide which jobs are chargeable to get
ad-hoc revenue and chargeable work recovery. Aware of the factors
influencing Fujitsu Services costs (e.g. issue and control of spares).
- Taking the initiative to drive own technical and professional development to
grow product and business knowledge.
- Deliver service-escalating issues within time to deliver required service
level and meet SLAs
ADDITIONAL TASKS & PROJECTS
Project Management: QNB-AlAhli datacenter migration (Consultancy services
project to enable the bank on the migration/relocation of its datacenter)
Escalations mgmt. unit: Establishing and managing a unit to handle all
customers’ escalations related to support issues
Project Management: PBDAC (Primary Bank of Development and Agricultural
Credit) Delivery and installation of the upgrade of the main servers in the Bank
Services Account Manager (Lufthansa) Ensuring the proper delivery of the
whole services deliverables in the contract
Vetting:
Validating H/W solutions before raising orders to suppliers
Project Management: Ain Shams University Specialized Hospital
Egypt Whole Trade
courses: Project Management Professional (PMP) ITS Pro-management courses Soft Skills course Cobit 5 TOGAF