Information Technology Service Head
Nakheel PJSC
Total years of experience :15 years, 5 Months
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Over seeing IT service delivery for Emirates Islamic bank
Responsibilities:
• Managing day-to-day operations for IBM GPS Egypt Center from IT perspective.
• Running IT Service management for key accounts across multiple towers (Service Desk Delivery, Finance & Accounting).
• Establishing weekly calls with stakeholders and business owners for IT key updates and changes.
• Running monthly/biweekly service/change reviews.
• Acting as a focal point for technical solutions for new off shore clients and a single point of ownership for Egypt within GPS IT Service Delivery.
• Provide a client communication and escalation point for operational incident management and change Requests.
• Providing critical alerting and escalation for Severity 1 issues.
• Providing change management support as part of GPS IT standard processes via the CAB (Change Advisory Board).
• Handling incident/outage reporting including RCA for GPS IT provided issues (includes third parties).
• Running overall GPS IT Service Delivery to the center and responsible for any GPS IT services delivery.
• Ensuring that the GPS IT solution (connectivity and telephony) provided by the GPS IT Transition manger, as used by the clients, is updated and understood, along with the processes for providing client IT support.
• Operating as SPOC within GPS IT (Krakow Infra teams, Local IT Team) and with any GPS IT 3rd party suppliers (TEData/AT&T/Milan CCSI/Boulder CCSI).
• Contributing to the strategy/direction for the GPS IT.
Achievements:
• Assured number of unresolved tickets in the Support queues is on the minimum level.
• Achieved minimum 95% of incidents and problems meet closure criteria.
• Achieved minimum 95% of changes successfully completed.
• Provided pre-sales support which helped in successful new business onboarding.
• Implemented successfully IBM’s Digital Sales Center in Cairo supporting sales operations of IBM’s Cloud, Mobile & BlueMix solutions across Middle East & Africa.
- Providing technical support for Redbull Egypt branch employees.
Responsibilities:
• Applying:
o Project Management methodologies, Client Strategy & Planning guided by IBM mission/vision/strategy/organization.
o Knowledge of Incident & Problem Management.
• Guiding a virtual team in providing services in a client, multi-vendor, multi-protocol complex network/systems environments.
• Interacting frequently with clients, vendors and management to ensure high level of client satisfaction.
• Acting as a technical resource and a point of escalation for team members.
• Engaging in identifying and resolving complex problems relating to product/service installation, update, configuration, operations, performance, or other aspects of information technology products and services.
• Possessing an in-depth knowledge of technical solutions and management tools.
• Analyzing customer technical requirements.
• Leading in Setting & Managing technical direction.
• Maintaining IT services and manage client relationships.
• Performing communications listening.
• Performing negotiations, Project Tracking/Reporting/Delivery Process.
• Managing:
o Elements of IT Project Plan.
o Site Business Continuity Planning.
Achievements:
• Reduced support response time by 80% by addressing motivation & career path.
• Managed all infrastructure upgrades for Cairo Center throughout 2013.
• Achieved a 25% cost reduction for contracted services from Internet Service Providers.
• Led successful implementation for secondary site in Maadi Park & client expansion in Smart Village.
• Managed a smooth transitioning for one of the Telco carriers Service desk to Cairo center.
• Reinforced business value provided thus marked Cairo Delivery Center for more business opportunities and potential clients over 2013.
• Maintained a solid contribution which has pushed the Center to the best financial position for the 1st time in 4 years.
• Awarded BlueThx twice for solid contribution in supporting Cairo Delivery Center & Client operations.
• Awarded Manager’s Choice Award for the practices of “Put the Client first”, “Listen for Need & Envision for the future” and “Unite to get it Done now”.
Responsibilities:
• Applying:
o Knowledge of Problem, Incident, Asset management.
o Problem Solving Techniques.
• Supporting:
o Communications software.
o E-mail Systems/Standards.
o IBM PC Desktops/Thinkpads/VDI.
o Networking Interfaces/Protocols.
o Productivity Applications, Teamwork & Collaboration.
• Maintaining assets inventory and tracking.
• Managing client relationships.
Achievements:
• Implemented successfully an FMCG Finance Center at Cairo Delivery Center supporting F&A operations across multiple countries.
Participated in a smooth implementation of a voice MPLS utilizing TEData/PCCW/AT&T & Virtela supporting voice traffic for Cairo Center.
Responsibilities:
• Supervising, monitoring and troubleshooting network problems, OS problems.
• Troubleshooting and administering Sun Solaris projects.(StorEdge, SunCluster)
Achievements:
Applied hands on experience for banks infrastructure and Sun Solaris 10 platform deployed on Sun microsystems servers & StoreEdge storage.
Responsibilitites:
• Providing support for Vodafone Australia customers. (Billing, Blackberry, Mobile broadband & Mobile email technical support)
Achievements:
• Achieved high KPIs thus promoted from a Billing Support role into a more senior Blackbery & Mobile Email Support position for the Vodafone Australia customer support center.
Awarded Excellent for LTE Physical Layer Simulation using Matlab as a graduation project.