North Africa IT Leader
Procter & Gamble
Total years of experience :9 years, 6 Months
Lead multi IT teams for P&G North Africa head office and plants.
Maintain high-performing service support functions including End User Computing a P&G client of HCL America.
End to End IT Operations delivery.
Owner of the Incident, Fulfilment Request, Change, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting, and establishing service improvement activities when required.
As the owner of the escalation process, take ownership of Critical/Major incidents to ensure coordination of resolving parties, effective communication to stakeholders, and provide RCA for any site-level outage.
Successful service delivery -manage service delivery SLA achievement and responsible for improving employee experience. Track site-level CSAT and work with respective stakeholders/service providers for improvement plans.
Monitor, control, and support service delivery; ensuring systems, methodologies and
procedures are in place and followed
IT Asset Management
Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes
Take ownership of working with various parties in updating IT Continuity Plan for all sites in Egypt
Work with tower leads to provide recommendations for site-level Improvement plans which will help P&G reduce the cost, of services
Identify potential IT problems/issues/risks and work with respective service providers for solutions.
Act as a single point of contact for IT projects being planned/implemented at all North Africa sites, Reporting to IMEA manager, High safety awareness, monitoring CMDB, ServiceNow ticketing system.
Lead multi IT teams for P&G North Africa head office and plants.
Maintain high-performing service support functions including End User Computing a P&G partner of HCL America.
End to End IT Operations delivery.
Owner of the Incident, Fulfilment Request, Change, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting, and establishing service improvement activities when required.
As the owner of the escalation process, take ownership of Critical/Major incidents to ensure coordination of resolving parties, effective communication to stakeholders and provide RCA for any site-level outage.
Successful service delivery -manage service delivery SLA achievement and responsible for improving employee experience. Track site-level CSAT and work with respective stakeholders/service providers for improvement plans.
Monitor, control, and support service delivery; ensuring systems, methodologies and
procedures are in place and followed
IT Asset Management
Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes
Take ownership working with various parties in updating IT Continuity Plan for all sites in Egypt
Work with tower leads to provide recommendations for site-level Improvement plans which will help P&G reduce the cost, of services
Identify potential IT problems/issues/risks and work with respective service providers for solutions.
Act as a single point of contact for IT projects being planned/implemented at all North Africa sites, Reporting to IMEA manager, High safety awareness, monitoring CMDB, ServiceNow ticketing system.
Manage multi IT teams for P&G Egypt head office and factories.
Maintain high-performing service support functions including End User Computing a P&G client of HCL Technologies.
End to End IT Operations delivery.
Owner of the Incident, Fulfilment Request, Change, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting, and establishing service improvement activities when required.
As the owner of the escalation process, take ownership of Critical/Major incidents to ensure coordination of resolving parties, effective communication to stakeholders and provide RCA for any site-level outage.
Successful service delivery -manage service delivery SLA achievement and responsible for improving employee experience. Track site-level CSAT and work with respective stakeholders/service providers for improvement plans.
Monitor, control and support service delivery; ensuring systems, methodologies and
procedures are in place and followed
IT Asset Management
Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes
Take ownership working with various parties in updating IT Continuity Plan for all sites in Egypt
Work with tower leads to provide recommendations for site-level Improvement plans which will help P&G reduce the cost, of services
Identify potential IT problems/issues/risks and work with respective service providers for solutions.
Act as a single point of contact for IT projects being planned/implemented at all Egypt sites, Reporting to IMEA manager.
Responsible for maintaining organization IT network, servers, and security systems and network design, implementation, and maintenance in Egypt, Australia, and UK offices. Workin in budgeting for equipment and assembly costs and reporting to IT/IS Director. Install and upgrade computer components and software, manage servers, and integrate automation processes. Troubleshoot hardware and software problems by running diagnostics, documenting problems and resolutions. Recommend software and hardware solutions comprising of upgrades and new acquisitions. Maintain and update documentation of procedures and configurations. Protects the network by defining access privileges, control structures, and resources, Upgrades system by implementing and maintaining security controls. Keeps users informed by preparing performance reports; communicating system status, Maintains quality service by following organization standards. Responsible for protecting an organization’s data. Build firewalls, install anti-virus software, monitor an organization’s networks for possible threats and breaches in security and Analyze levels of risk and develop appropriate responses including disaster recovery processes. Responsible for monitor and managing and maintaining access control, CCTV cam, Phone system, and ongoing technology project.
Provide the team with a vision of the project objectives, Motivate and inspire team members, Facilitate problem-solving
and collaboration, Supports team manager and perform management duties when the manager is absent or out of office
Manages inventories and stock, including keeping detailed records of inventory use and sales, and advising management
on orders where necessary. Reporting to System & IT infrastructure General Manager.
Provides quality customer service, including interacting with customers, answering customer inquiries, and effectively
handling customer complaints. Answers team member questions, helps with team member problems and oversees
team member work for quality and guideline compliance. Manage the Kaspersky Antivirus server, Manage the Help-Desk
program, Manage Terminal server, Manage Google cloud E-mail, Manage file server, Manage Backup server.
Helping with training and development, Completing paperwork, Give direction and guidance, Work with other
departments, keep the team focused, Help the Team in support and help-desk Collect and submit reports specific to
team data as, Effectively participate on the team, Manage Domain controller, Manage Symantec Antivirus server,
Manage Help-Desk program, Update and maintenance Network, Working with G-suit for business, Working With Makati
HR system Monthly Report and work in IT budget with IT Manager.
IT Manager - Coptic Hope Center for Infectious Diseases NGO & Coptic Hospital
Manage Domain, ISA 2006 server, Solve network issue, Manage Symantec Antivirus server, Arrange Network cable
Responsible for Backup and restore - Monitor and respond quickly and effectively to requests received through the IT
helpdesk, Utilize and maintain the helpdesk tracking software Providing telephone support to customer end-users,
Providing Problem, management System support activities Installation, configuration, and ongoing maintenance
desktop, laptop, computers, printers, handheld, mobile devices, Auditing, and monitoring helpdesk.
Management information system