أسامة مجاهد, Senior Manager, Oracle Managed Cloud Services (Change and Release Management teams).

أسامة مجاهد

Senior Manager, Oracle Managed Cloud Services (Change and Release Management teams).

Oracle

البلد
مصر - القاهرة
التعليم
ماجستير, Business Administration
الخبرات
26 years, 11 أشهر

مشاركة سيرتي الذاتية

حظر المستخدم


الخبرة العملية

مجموع سنوات الخبرة :26 years, 11 أشهر

Senior Manager, Oracle Managed Cloud Services (Change and Release Management teams). في Oracle
  • مصر - القاهرة
  • أشغل هذه الوظيفة منذ يونيو 2010

Senior Manager, Oracle Managed Cloud Services (Change and Release Management teams). June 2010 - Present
Managing the EBS Applications/ Database Change management and Release management teams (Planning and Execution), team consists of 25 highly qualified engineers and 4 leads.
The team is responsible for supporting OMCS customers (customers with environments that are hosted in Oracle data centers and managed by Oracle “Servers, Databases, Applications, RACs, Exadata”) during the production phase, doing all change requests and post implementation tasks through handling their RFCs (Request for Changes).
Team responsibility includes the following: Database upgrades, patch implementations, Datafixes, GRID upgrades, EBS applications upgrades, managing oracle releases, implementation of all new releases, and applying of quarterly Oracle critical security patch units (CPUs/PSUs). As well as supporting/fixing any post upgrades issues.
JOB RESPONSIBILITIES:
Staffing, skill-gap-analysis, operation schedules, task assignment, performance reviews, team strategy, role distribution, escalations handling, work prioritization, change and release management for Ondemand hosted customers. E-Business Suite Apps DBA, Oracle Database administration technical support.
My Current role includes various management tasks on two directions: my local team (Egypt), and the global OMCS change management team (located in different countries within EU, US and India).
Management tasks for my local based team include all regular people management tasks:
• Hiring qualified resources
• Skill-gap-analysis for team support engineers
• Task assignment, team review and productivity/performance reviews
• Role distribution, and operation schedules
• Collaboration with local/global management team to run the business operations per business needs
• Running quarterly business operation reviews
Management tasks within global OMCS management team include:
• Leading the global Release Management execution team (teams mainly located in US and India)
• Leading all Oracle Exadata products change management globally
• Planning, implementing, and managing new strategic projects and initiatives for OMCS
• Analyzing gaps in existing support processes and leading required process changes
• Reviewing RFCs plans and executions
• Quality audit reviews
• Leading global automation teams to automate planning and execution work
• Managing customers’ and (SDM) customer management team escalations

Senior Manager, Oracle Application Product Support في Oracle
  • مصر - القاهرة
  • يونيو 2006 إلى يونيو 2010

Oracle Application Product Support Senior Manager June. 2006 - June 2010
JOB RESPONSIBILITIES:
Manage a team of 23 Technical/Functional Support Engineers responsible for providing support to Oracle Enterprise customers in the following product areas: Tools & Technology, FMS, and HCM.
Osama Megahed 3 of 5 Mobile No: +2 01006066361
The team has focus on proactive as well as reactive support work. Knowledge DB creation, health check creation, maintenance and active community participation are part of the proactive work. In the reactive work we handle mainly service requests (SRs) from our customers. Supporting their Peoplesoft applications, We work closely with development to get our bugs solved quickly.
Management & Administrative Responsibilities:
• Ensure Application support tasks are delivered within guidelines and as per process
• Provide Escalation Management for critical customer issues
• Ensure that accurate resource scheduling is in place
• Ensure all team engineers have career development plans
• Ensure team engineers contribute to the knowledge base and exchange their technical knowledge
• Ensure all delivery engineers understand and follow support process
• Managing Global and EMEA PeopleSoft improvement projects
• Performance management (appraisals) and talent management for team
• Communicate and translates departmental goals into performance objectives for team engineers
• Carefully prepares and presents employee performance appraisals on time
• Conducts technical presentations concerning products, project schedules, etc.
• Prepare / Present quarterly team performance against plan at top management operations review

Critical Application Support Manager في Orange Business Services
  • مصر - القاهرة
  • يناير 2005 إلى يونيو 2006

The Critical Application Support team (40 Engineers) is part of the P&IT/EAS/Implementation & Support function, which is the last link of the Equant Application Systems delivery chain. CAS team handle the “middle tier” role in the multi-layered Equant Applications support chain and is responsible for keeping the 24x7 availability of applications in line with their business criticality.
Responsibilities in Equant Egypt Critical Applications Support (CAS):
• Manage a team of 15 Critical Application Experts for a specific EAS functional area
• Hire, drive, coach, motivate, grow team members
• Provide expertise in diagnosing complex trouble tickets
• Constantly improve/enrich the support operation process (internally and with external interfaces)
• Monitor process efficiency by producing and analyzing support operation KPIs
• Manage major crisis through: Coordinate staff, Report progress/issues to management, produce root cause analysis (RCA), Manage communication to the user’s community through the crisis resolution
• Drive application maintenance operations to ensure service continuity (24*7)
Applications Which under My CAS Team Management:
SPECTRUM, NMS3, Fileade, Web Vision, Clarify, NEST, BMP, XACCT, IP CFM, IP TOOLBOX, XNMS, NETCOOL, User Reporting, REGA and NUAR
RAYA

Team Leader, and Supervisor, IT customer support في Raya Integration
  • مصر - القاهرة
  • أغسطس 2000 إلى يناير 2005

UNIX SYSTEMS TEAM LEADER, and Supervisor Jan. 2002 - Jan. 2005
Management & Administrative Responsibilities:
• Territory distribution and Job assignment to Customer Service Engineers CSE’s
• Preventive Maintenance Plan follows up
• New Projects Installation planning
• Improving team technical / personal skills
• Technical escalations to vendors
• Internal auditing on other CSBU departments performance as an authorized internal auditor
Osama Megahed 4 of 5 Mobile No: +2 01006066361
• Maintain customer satisfaction
• 2nd Level technical support for CSE’s
CUSTOMER SERVICE ENGINEER. Aug. 2000 - Jan. 2002
Responsibilities:
• Directly responsible for managing 24/7 maintenance and operations environment
• Planning and perform the preventive maintenance for customer systems
• Perform new installations according supplied design and installation plan
TECHNICAL RESPONSIBILITIES WITHEN WORKING IN RAYA INTEGRATION
• Giving Support as HW (Maintenance and Installation) For Compac Servers, HP SAN Storage, Sun Clusters, Sun Storage Systems, Sun &HP tape Libraries, ALPHA Systems & True 64 Digital UNIX), DELL Servers and Workstations
• Installing and supporting all complete Networks (PC’s & Severs & Accessories) including all Operating Systems (Windows Servers, Unix OS, Solaris, True 46 Digital Unix for Alpha servers)

IT Customer Support Engineer في Jeraisy Computer & Communication Services (JCCS)
  • المملكة العربية السعودية - جدة
  • يوليو 1997 إلى أغسطس 2000

Customer Support Engineer (Jeddah Branch). July 1997 - Sep. 1999

Responsibilities:
• Installation and Maintenance of many networks (LAN’s) and (WAN’s)
• Specialist in APPLE MACINTOSH SYSTEMS (Maintenance & Configuration and Operation)
• IBM, SAN & NAS storage specialist, and Administrator for Win NT 4.0 networks

Maintenance Department Supervisor (Madinah Branch). Sep. 1999 - Aug. 2000

• Supervision for the IT maintenance team and managing all department field activities
• Maintenance of many existing projects and huge networks (LANs), which connected with Main Frame and Sun Systems

الخلفية التعليمية

ماجستير, Business Administration
  • في Maastricht School of Management
  • أبريل 2010

MBA : Master of Business Administration (MBA) in Marketing Management Focus area From RITI (Maastricht Univ. in Netherlands MSM – April 2010 GRADE : VERY GOOD

دبلوم عالي, Management
  • في Chartered Management Institute (CMI)
  • مارس 2008

CMI Diploma : Diploma in Management and Leadership L4 from (Chartered Management Institute In UK) – March 2009 GRADE : Distinguish

بكالوريوس, Electric and Communication Engineering
  • في Ain Shams University
  • يوليو 1997

B.Sc. : B.Sc. of Electrical Engineering University, Ain Shams University (Faculty of Engineering) – May 1997 Department : Electronics and Telecommunication Engineering GRADE : GOOD

Specialties & Skills

ICT Consulting
Software Project Management
IT Management
Electronics
Engineering
IT operation management
Project Management
Release Management
presales management
Oracle EBS application support
Critical applications support management
Unix systems administrator
consulting management
IT head and leader
Exadata management and Support
PeopleSoft application team management
Database Administration
SAN Storage
Application Support team management
change management
Information technology leader
Project leadership
Master Of Business Administration

اللغات

العربية
اللغة الأم
الانجليزية
متمرّس
الفرنسية
مبتدئ

العضويات

RITI Alumini
  • Trainer and supervisor for new MBA researchers/students
  • April 2010
Engineering Authority in Cairo
  • member
  • July 1997

التدريب و الشهادات

HP SAN storage administration track (الشهادة)
تاريخ الدورة:
January 2002
SUN (Solaris) SCNA (Solaris Certified Network Administrator) track (الشهادة)
تاريخ الدورة:
June 2003
Basic Management Skills (تدريب)
معهد التدريب:
American Universty in Cairo
تاريخ الدورة:
October 2004
المدة:
40 ساعة
Supervisory Skills & Middle Management Program (تدريب)
معهد التدريب:
Raya Holding
تاريخ الدورة:
March 2002
المدة:
40 ساعة
Presentation Skills (تدريب)
معهد التدريب:
American Champers in Cairo
تاريخ الدورة:
January 2004
المدة:
2004 ساعة
Communication Skills (تدريب)
معهد التدريب:
American Champers in Cairo
تاريخ الدورة:
July 2005
المدة:
40 ساعة
EDV Foundations of Management Module 1 & 2: Leading Teams in Oracle. (تدريب)
معهد التدريب:
Oracle universty
تاريخ الدورة:
September 2009
المدة:
40 ساعة
Managing performance, Developing Talents, Retaining Technical Professionals. (تدريب)
معهد التدريب:
Oracle universty
تاريخ الدورة:
February 2010
المدة:
60 ساعة
Compliance and Awareness for Success Managers (تدريب)
معهد التدريب:
Oracle Team Development – United Kingdom
تاريخ الدورة:
July 2013
المدة:
40 ساعة
Leading Virtual Global Teams (تدريب)
معهد التدريب:
Oracle universty
تاريخ الدورة:
October 2007
المدة:
24 ساعة
Managing within the law. (تدريب)
معهد التدريب:
Oracle universty
المدة:
24 ساعة
Crucial Conversation in communication. (تدريب)
معهد التدريب:
Oracle universty
تاريخ الدورة:
July 2012
المدة:
24 ساعة
ITIL EDV V3 Certified (الشهادة)
تاريخ الدورة:
May 2008
The 7 habits for highly effective people (تدريب)
معهد التدريب:
Oracle universty
تاريخ الدورة:
October 2009
المدة:
40 ساعة
ITIL EDV Foundations V3 (تدريب)
معهد التدريب:
Oracle universty
المدة:
40 ساعة