Head of Infrastructure & Private Cloud
Orange
Total years of experience :17 years, 7 Months
• Leading Customer Service Delivery team for managing End-to-End Customer Cloud Services
• Maintain the Customer expectations while developing the best simplified model to enrich Customer Journey
• Ensure communication channels are well established for all customer updates
• Communicating globally and across different regions between OCB and non OCB teams
• Ensure compliance with Standards and Coordinate local programs to improve the overall customer experience
• Hiring the right skills and ensuring collaboration on customer projects, processes and products.
• Manage in an agile mode teams engaged in specified customer-focused or improvement programs
• Lease Security Interlock Governance across different regions
• Leading Global international teams for Infrastructure operations
• Oversee multiple projects across all phases of development.
• Maintaining sustainable level of QoS, Communication and continuous improvements for operations.
• Ensure the provision of a detail/clear/frequent communication during major incidents.
• Initiating, leading and participating in transformation Projects for changing organization, different implementations and tools migrations including communication, resources allocation, scope definition, ….etc.
• Deployment of key metrics that will support, drive, and measure operational performance.
• Proactively, consult trend analysis information (ex: Monthly KPI report, CAB performance improvement reports ... etc) and use it to focus on major issues to improve applications QoS.
• Contribute in the budget plans, status report, cost estimation, teams sizing and revenue reviews.
• Contributing in revenue growth through the qualified implementation process.
• Participating in the process of planning, implementing and verifying information security
• Business Impact analysis and Business continuity plan for ISO27K certificate
Incident & Problem management on existing customers platforms
•Managing the ECRS (Equant Cache Reporting System) reporting system on SUN OS 5.8 for all customer using caches
•Providing product support for operations teams for NetAPP product
•Validating new Netcache releases and solutions.
Leading incident, change and problem management teams to deliver outstanding customer satisfaction
•Responsible for the global performance of operation in Egypt MSC
•Manage the global transformation of operations to be more customer centric organization aligned with OCB strategy
•Leading Service Delivery Management & Service Transition Management roles for end-to-end operation
•Leading the Infrastructure, Private and Shared cloud operation teams in region for delivering outstanding service
•Review the availability measurement solution to insure proper tracking of the service availability, improve the solution as necessary.
•Review of QoS for both internal and external customer services, insuring a better capability to manage SLA, alerting management, and taking mitigation actions.
•Manage the handover process for new applications, develop plan, and communicate the progress on a weekly basis.
•Provide and analyze activity reports on major events, known issues, risk assessment, productivity figures, change management, incidents, and main facts.
•Establish and maintain plans for reducing the associated consequences of the identified top issues encountered.
•Establishing new teams, creating development plan and training requirements and follow-up handover
•Ensure the progress of service improvement plan & business continuity plans targeting customer satisfaction
•Follow-up a Root Cause Analysis after each crisis and take the lead on other team to get a consolidated RCA as service owner
Application and Server Management team leader
Managing Operation Team in 3 different areas Providing Internet and connectivity service to local home and business customers.
•Create Technical Business plan.
•Follow KPIs for NOC & Support teams.
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General Grade of : V. Good (76.51%) Project of Graduation Grade : Excellent
courses: PMP Project Management Professional ITIL IT Service Management Foundation (based on ITIL®) Prince2 Foundation Foundation Certificate inProject Management Prince Practitioner Practitioner Certificate in Project Management MCP Implementing and supporting NT Server. (70-067) CCNA Cisco Certified Network Associate(640-607) BSCI Building scalable Cisco Internetwork (642-801)
