IT Operations Manager
Universal Payment Services
Total years of experience :13 years, 9 Months
Support Manager role:
• Manage teams of helpdesk and Live Support teams
• Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.
• Coordinating IT projects
• Implementing new software and technologies
• Training subordinate and management staff
• Providing guidance for problems and questions
• Participating in business meetings
Incident Response Manager Role:
• Receives Major Incident notification from Incident Management
• Determines IT Services and CI’s affected
• Confirms that Problem Management will engage with incidents as necessary
• Discusses the root cause analysis and Known Error
• Discusses options for resolving the Known Error with Technical Experts and Finance team members
• Presents proposed Resolution options to Decision Authority
• Discusses the proposed options in terms of risks, costs, timescales, etc.
• Observes the implementation of the Request for Change and receive information on the outcome via the Release Management process
• Decides whether the implemented Change has successfully resolved the Problem/Known Error
• Discusses Problem Management’s activities during the Major Incident
• Applies Lessons Learned to the Problem Management process as necessary
BCP Coordinator role:
• responsible for ensuring the execution of procedures documented within the UPS BCP
Change Manager Role:
• Review and update urgency, size and priority in collaboration with the requester.
• Reject any RFCs that incomplete.
• Accept and register RFCs and assign to the change Coordinator
• Coordinate and convene the CAB for review and authorization of change. Issue CAB Minutes of Meeting.
• Liaise with all necessary parties to coordinate
Database Manager Role:
• Provide necessary consultation to Database team, lead strategic actions, and ensure availability & performance
Install, configure, and administrate various oracle products 10g R2 like
oracle cluster ware, RDBMS, ASM, oracle application server.
Install, administrate UNIX (IBM Aix 5.3 64-bit).
Setup, administrate and monitor Data Guard between two sides Kuwait
& Egypt on various Oracle versions (10g, 11g) on different platforms Unix
(IBM Aix) & Windows Server
Install, maintain, monitor, and manage various business applications
including middleware applications, deploying web services, etc…
Responsible for Installation, configuration, administration for oracle
Server/client
Contributes in applying change management processes
Performing database maintenance, technical support, supporting on-
going application plus administration tasks.
Installation of oracle generic & security patches.
Manages, monitors, and maintains Oracle databases.
Responsible for creating users and manage their privileges
Responsible for setup and maintain documentation for all used oracle
products and databases.
Establishing procedures for databases performance monitoring and
tuning, disk space management and backups.
Recovery and reorganization of databases.
Establishing the procedure for a Database disaster recovery plan.
Plans for the increased capacity of databases.
Develops and enforces security guidelines for test, development, and
production database access.
Evaluates test results and documentation prior to the implementation of
any system that affects the test, development, and production databases
Ensure standards are met and the system is ready for test, development
and production operations.
Daily support for all implementation, Business Operation and bank users'
requests related to database and application administration.
Damietta Port Authority
Application Technical Support
Installation, configuration Oracle Products (server/client/oas...etc.)
Responsible for creating users and manage their privileges
Monitoring performance, disk space management, examining the
databaselogs.
Monitoring Backups
24*7 support- on Call shift
Dealing with end users in various Damietta Port sectors and introduce
the complete technical support for any problem related with their
applications.
Reporting daily reports for the Team leaders and Headquarters.
Supervising load & Discharge real operations for general cargo.
Filtering & Training end users and follow up cycle automation.
Distribute the work among end users and evaluating their performance.
Implanting new applications and detecting Obstacles.
Suggesting convenient solutions for handling exceptions and countered
cases.
Preparing daily, weekly and monthly reports for the Headquarters.
IT MCIT scholarship @ Orascom Training & Technology including these courses (OCP 10g Administration- Performance Tuning - Data Modeling – Database Data Base Design - OCP 10g development) Faculty of Commerce– Accounting Department Mansoura University B.Sc. in Accounting