EMEA Market Services Support Ops Lead/Problem Manager
DXC Technology
مجموع سنوات الخبرة :15 years, 8 أشهر
● Manage market services support team within PG account providing SAP EDI support for various markets in the EMEA region.
● Responsible for ensuring that a smooth efficient service is provided by the team meeting the expectations and needs of the customer.
● Ensure that SLAs are followed closely & not breached.
● Manage the lifecycle of all SAP EDI problems occurring in EMEA markets for P&G account until they are completely investigated & resolved.
● Work on preventing incidents from happening, and minimizing the impact of incidents that cannot be prevented.
● Create regular reports for tracking incidents/problems for each market & presenting them to business leads.
● Assist Delivery manager in some of his tasks & acting as his backup.
● Achieved ITIL Intermediate Certification in IT Service Operations in August 2017.
● Developing, modifying and testing ABAP Programs, screens, forms, scripts, and manipulating data within SAP System for P&G account.
● Worked as an MDM (Master Data Maintenance) consultant in several projects for P&G account managing different types of data & transporting them between the different P&G systems.
● Worked as lead SAP EDI support for EMEA Market Services for P&G account since 2012.
● Acquired Ops lead & Problem Manager positions in November 2016.
● Achieved ITIL Foundation Certification in March 2017.
● Manage the overall implementation, test & delivery of the transportation services app for CIB bank in Egypt.
● Conduct regular meetings with business leads to ensure targets are met & project schedule is on track.
● Manage the technical team & ensure they clearly understand the business needs & requirements.
● Ensure technical team is aligned with the project schedule & deadlines are met without delay.
● Conduct regular internal meetings with the team to track progress & discuss issues & their possible solutions.
● Ensure proper alignment & communication between different teams is established.
● Ensure SLAs are followed & not breached.
● Crisis management & overall problem resolution.
● Deliver on time & with expected quality as per contract agreement.
● Teach conversational English with the special Berlitz method as part of the Egyptian Government program to university students.
● Ensure that by the end of the course, all students are able to conduct a simple English conversation.
● Acquired good communication & presentation skills by the end of the program.
● Develop, modify and test ABAP Programs, screens, forms, scripts, and manipulating data within SAP System.
● Create new reports according to business requirements.
● Administrate the Non-SAP HR System of the company.
● Underwent extensive first-hand training on developing and modifying SAP transactions.
● Assist senior ABAP consultant in developing ABAP programs as per business needs.
● Fully handling the development, modification and test of ABAP Programs, screens, forms, scripts, and manipulating data within SAP System.
● Worked as an intern .Net developer designing & implementing programs using visual studio .Net C#
● Modify programs as per business needs.
● Deployment of new programs and delivering on time as per customer requirements.
Graduate of Faculty of Computer and Information Sciences Ain Shams University with Cumulative Grade: Very Good Attended a 2 months Internship at Shady Systems a Microsoft Partner Company as a .Net Developer (July 2007 - September 2007) Attended Presentation skills, Communication skills and Time management Courses ( by LOGIC Management Consulting )