Head Of Service Operations
Managed-IT
Total years of experience :23 years, 8 Months
Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs. - Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups. - Ensure shortest possible restoration times possible, initiating the timely escalations to specialized Resolver groups inside and outside SITA, according to the customer contracts and SLAs and monitoring requirements. - Adhere to installation guidelines and industry best practices in order to deliver quality Service Operations. - Reporting and escalating all observed problems to proper SITA operational escalation points. - Report on the monthly performance of the team and provide feedback to the relevant management teams. - To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management. - Manage the first line responsibility and budgets for the different teams under Service Operations, including Quality of service provided and Escalations. - Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems - Manage staff and ensure adequate training and development is provided to them and carry out regular reviews and input into performance appraisal process. - Conducts the analysis, definition, documentation and testing of application & systems enhancements - Identify knowledge and documentation gaps, and ensure there is a process to get up-to-date information through a knowledge repository - When/where required, be contactable for escalations and support, on and on-call standby basis.
Responsible for leading a major fault management project including software selection, tender management and re-organizing concerned teams. The ITIL initiative included end to end management of the following areas: Network Fault Management Incident Management CMDB implementation Service desk management Performance and availability Monitoring Change Management To manage all aspects of the Service Desk team in providing an effective and efficient Service Desk to all IT customers. Ensuring that team members are equipped with appropriate facilities and sufficiently trained to meet performance targets. Act As the first point for escalation/Incident Management Process. Co-ordination and control of all IT incidents, and requests which are of a serious or sensitive nature. Ensuring that customers are kept informed as required. The overall management of the IT Service Management Tool (HP Service Manager) which includes: Incident and Problem Management, Change & Release Management, CMDB Configuration and integration with other systems. To monitor performance, produce statistical information, analyzing and evaluating data in order that trends are identified and raised at the appropriate level. To develop more proactive approaches for improved Service Desk support and customer self-help facilities. Ensure that accurate information is recorded and updated within the IT service Management Tool and act as the business owner of the system. Keep abreast of both internal IT developments to ensure that the Service Desk is able to provide full support to customers. Manage employment matters relating to staff, including recruitment, performance and absence management, discipline and other employee issues, conduct annual appraisals and one-to-one meetings. Help manage customer surveys (formal and informal) which document service improvement and define new areas for improvement.
Responsible for Customer Service experience for Equant community and Critical Business Partners, primarily SITA and TPSA.
Monitoring daily active Tickets for critical Business Partners ensuring SLA’s are maintained and issues are communicated clearly for both parties.
Single Point of Contact for critical business partner processes, ensuring work flow is understood by both Equant and BP management.
Participate with ITSM fellow analysts to clarify responsibilities with BP’s.
Actively participate and define improvement plans acting as a liaison between BP's and ITCS.
Analyzing trouble tickets to monitor service trends and determine chronic issues, with a specific focus on service improvements.
Participating in crisis management and implications for outages.
Work with and through the entire chain of fix agents to develop a team approach for resolution of issues for the benefit of the BP.
Coordinate with ITSM creating an effective communication plan for both Equant community and BP.
Focus is on IT&S delivering quality and timely IT Help Desk support services to Equant community and key Business Partners.
Analyze and address problem areas identified with Equant 2nd-3rd Level support teams as well as in-sourced Equant support groups
IT Help Desk meets or exceeds defined KPIs
Collaborate with the team to build and manage service plans for new programs/changes and fault management
Identify areas of improvement, and create and implement improvement plans
Processes and procedures with fix agents (internal and external to IT&S) to promote effective customer service
IT Help Desk Analyst meets or exceeds KPIs for agreed managed systems and services.
Promote Help Desk changes, KPI’s, tools and improvements to Equant community and Business Partners when required.
Help promote Equant IT Help Desk model to BP’s and France Telecom group.
Help manage customer surveys (formal and informal) which document service improvement and define new areas for improvement.
To support and provide information about inquiries regarding VFE products & services for internal and external customers. Applicant has also been chosen to be among the group representing Vodafone during ICT 2004 introducing cutting edge data services and PIM products and services.
Applicant was transferred to I-care team since he showed a great benefit to the I-care team supporting data products and services customers which has included :
• Providing tailored solutions using the available products and services.
• Supporting and trouble shooting technical and OS/Platform compatibility issues.
• To develop customer acceptance reports for newly introduced services and products ( GPRS, Mobile Office, VPN, Dedicated/Shared GPRS, GSM APN … etc)
• Trouble shooting conflicts and suggesting solutions on non-Vodafone Egypt side regarding other IT services provided by service providers who relay on Vodafone data services especially ( Mail services, VPN, VOIP … etc)
• Applicant showed a great benefit for the marketing team providing essential information about compatibility and SL thresholds in order to be accepted by targeted customers.
To manage, implement and monitor any IT related activity including hardware purchase, software licensing, network design, custom built software design & implementation beside an additional role as an advertising/marketing consultant and business development Manager
To Design and implement a Client/Sever model GSM mobile applications targeting the Nokia Series 60 devices to provide additional services using basic network services like SMS and newer services like GPRS.
Assigned as a project team leader for the development of the graduation project which was developed on the .NET framework using the web service, system service, web forms and distributed application software forms. Tasks included through this assignment:
System Design
System Analysis
System Development
System Testing
System Deployment
System Documenting
Feasibility Study Reports
The system was built using C# for the .NET environment. This project assessment was excellent for technical approaches and excellent for fiscal approaches.
Employed by a small sized company during its early steps into the Internet related business with great plans on taking a reasonable share of the market and targeting a very highly potentiality clients in the business.