Ibrahim Youssef

Duties:
Coordinate Local End-User Support
 Manage Local On-Site Support teams, by giving them priorities and ensuring daily
performance
 Follow backlog for incidents & service requests, report progress to end users, and
track root cause analysis
 Monitor performance & escalate major local issues
 Act as “Remote Hands”, for IS&T pre-defined simple activities
 Anticipate incidents and drive problem management
 Ensure Local Assets (PCs, Telephones, other IS&T equipment, …) are properly
managed
 Follow ICQ requirements & support business in ICQ controls
Drive Local Infrastructure Projects
 Identify the need for local Infrastructure projects, and raise demand to the regional
Operation Manager or Local Business Partner
 Follow project management process from demand to execution
 Deliver projects as per Quality/Cost/Date under End to End Project Manager’s
leadership
 Relay central communications for end-user training/tutorials
Be a key local contact for any operational IS&T topic
 Consolidate feedback & requirements from users, and escalate within organization
when relevant (Regional Local Operations: Business Partners)
 Support the change management efforts for implementation of policy changes,
projects, and/or transformation to the Alstom end-users or local infrastructure
environment
 Follow site KPIs (performance, assets, infrastructure budget, …) and manage
action plans to ensure good performance
 Be a local relay for central teams (information gathering / local communications /
…)
 Formalize description of local infrastructure (Site ADD/ID card for instance) and
maintain documentation up-to-date