Senior Manager, Oracle Managed Cloud Services (Change and Release Management teams).
Oracle
Total des années d'expérience :26 years, 11 Mois
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
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
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
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)
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
MBA : Master of Business Administration (MBA) in Marketing Management Focus area From RITI (Maastricht Univ. in Netherlands MSM – April 2010 GRADE : VERY GOOD
CMI Diploma : Diploma in Management and Leadership L4 from (Chartered Management Institute In UK) – March 2009 GRADE : Distinguish
B.Sc. : B.Sc. of Electrical Engineering University, Ain Shams University (Faculty of Engineering) – May 1997 Department : Electronics and Telecommunication Engineering GRADE : GOOD