- Global Delivery Excellence Lead for Data Protection & Unstructured Data Storage Support Services Business Unit.- Report directly to LOB VP- Serve as the primary point of contact between the VP and internal/external stakeholders- Serve as the liaison to Infrastructure Solutions Group Centralized Operations teams & assist in coordinating the necessary information exchange between the Business team and Operations- Coordinate cross-functional teams to ensure alignment with… Show more - Global Delivery Excellence Lead for Data Protection & Unstructured Data Storage Support Services Business Unit.- Report directly to LOB VP- Serve as the primary point of contact between the VP and internal/external stakeholders- Serve as the liaison to Infrastructure Solutions Group Centralized Operations teams & assist in coordinating the necessary information exchange between the Business team and Operations- Coordinate cross-functional teams to ensure alignment with organizational goals- Facilitate effective information flow within the organization- Identify and address operational inefficiencies- Streamline processes to enhance productivity- Oversee the implementation of new systems and procedures- Prepare and review Internal Communications, Presentations, and Reports- Manage BU Headcount- Run several meetings such as Townhalls, Leadership Staff, Skip-level, Change the Business, KPIs, ..etc.- Report BU Training & Upskilling to BU Leadership- Report BU Awards & Expenditure Show less

- Work as part of the Global Strategy and Delivery Excellence team, act as “Go to Lead” in driving best practices and process improvements.- Align strategically and work closely with Business Unit VP, Senior Directors, Directors, Managers, and their teams by providing support and driving improvements to meet BU key success measures including Customer Satisfaction, Time to Resolve & Close Cases, manage aged Backlog and maintain Service Levels.- Project Lead for key programs (over 30… Show more - Work as part of the Global Strategy and Delivery Excellence team, act as “Go to Lead” in driving best practices and process improvements.- Align strategically and work closely with Business Unit VP, Senior Directors, Directors, Managers, and their teams by providing support and driving improvements to meet BU key success measures including Customer Satisfaction, Time to Resolve & Close Cases, manage aged Backlog and maintain Service Levels.- Project Lead for key programs (over 30 projects & initiatives) including migration to new CRM, Services Modernization, Process Standardization, ...etc. - Define opportunities to enhance support operations and service offerings to increase efficiency, reduce cost-of-service and maximize profitability.- Gain and apply hands-on experience in developing and modifying operational processes including their mapping and supervise their implementation.- Prepare and provide status of key programs to Core Team, Stakeholders and Leaders as needed.- Mentor two members in the Global Team and provide all necessary career counseling and guidance.- Assist with hiring resources needed to fill Support Organization vacancies and run necessary interviews.- Manage and run cross functional business initiatives. Show less

RecoverPoint Support - Data Protection & Availability Division- Provide prompt technical support from RecoverPoint perspective to Dell EMC Customers by troubleshooting, diagnosing, and resolving their technical hardware & software issues.- Follow Dell EMC procedures, knowledge-based documentation, and best practices to analyze and assess remotely customers’ complex environments, in addition to effectively communicate these procedures to our internal & external customers as part of… Show more RecoverPoint Support - Data Protection & Availability Division- Provide prompt technical support from RecoverPoint perspective to Dell EMC Customers by troubleshooting, diagnosing, and resolving their technical hardware & software issues.- Follow Dell EMC procedures, knowledge-based documentation, and best practices to analyze and assess remotely customers’ complex environments, in addition to effectively communicate these procedures to our internal & external customers as part of case documentation and knowledge sharing.- Escalate and consult with senior resources such as L2 SMEs and L3 Engineering to resolve more complex issues.- Collaborate with other teams such as Hyper Converged Infrastructure solutions, Midrange Storage, VMware, and Connectivity in case cross-product analysis is required to address specific issues.- Take part in EMEA’s standard coverage within EMEA’s official working hours (02:00-10:00 EST) and during off-shift hours such as public holidays, weekends and after-hours as needed.- Liaise with senior level resources the writing of new Knowledge-Based Articles to reference new technical issues, their workarounds, and fixes.- Maintain a closed-loop communication style with Dell EMC customers & partners and ensure continuous & consistent proper documentation within the Service Requests.- Update direct supervisors and concerned parties in case of escalations and cases that require high visibility and maintain high level of prioritization till a workaround/fix is identified.- Provide necessary consultation and technical advice to Field Support Engineers and assist whenever needed in their on-site duties.- Mentor less experienced Technical Support Engineers and provide necessary training during their onboarding to increase their technical knowledge and product awareness. Show less

Based in Cairo Office covering Egypt, Europe, Africa and the Gulf Region shore-based offices and offshore rig operations. The region covers 25 different sites in Egypt, Italy, Nigeria, Emirates, Gabon, Saudi Arabia, Bahrain, & Qatar.- Provide effective IT Support across all aspects of the business by maintaining company’s IT Systems and supporting business users.- Accomplish users’ IT requests and fulfill region’s IT demands through administrating the Regional ITService Desk… Show more Based in Cairo Office covering Egypt, Europe, Africa and the Gulf Region shore-based offices and offshore rig operations. The region covers 25 different sites in Egypt, Italy, Nigeria, Emirates, Gabon, Saudi Arabia, Bahrain, & Qatar.- Provide effective IT Support across all aspects of the business by maintaining company’s IT Systems and supporting business users.- Accomplish users’ IT requests and fulfill region’s IT demands through administrating the Regional ITService Desk, Mailbox, and offer after-hours technical support.- Perform on-site visits to Shelf Drilling Rigs to carryout maintenance and health checks on Rigs’ deployed systems and offer on-site technical support assistance to users.- Comprehensive evaluation and resolution of problems with desktop and server software/hardware, business systems and applications, and LAN/WAN/VSAT networking.Projects and Accomplishments:- Acquired full delegation of authority by the Regional IT Manager to oversee all his cross regional responsibilities during all his absences since June 2013 till leave date.- Named as authorized spokesman contracting for Vodafone Phone Lines and Internet Services.- Performed 16 visits to shipyard/offshore rigs and 11 trips to regional offices, all for business support needs.- Represented Shelf Drilling IT Team and took the lead in various Rigs Independence and VSAT Cutover projects in Egypt, West Africa, and the Gulf Region.- Attended an IT workshop in HQ Office (June 2013) prior to Rigs IT Independence from Transocean.- Attended the annual conference meeting (IT Summit) in HQ Office (December 2014) to discuss the developments that have taken place in IT in addition to future opportunities and Agenda of 2015.- Resided in Dubai Office for a month in January 2015 to assist the team with various support duties.- Led two office moves and 4 rig refurbishment projects.- Top Ticket Closer in the Team (closed 40% of team’s service assignments by March 2017). Show less

Based in Cairo Office as the primary and only IT support contact for Europe, the Middle East and Africa shore-based offices and rig operations (14 different sites), in addition to being a secondary support contact for the Australasian, and South‐East Asian Regional Support effort.Common duties and tasks in the previous role of Shelf Drilling in addition to:- Assigned as the primary and global IT support contact for All Atwood Oceanics remote locations through Friday till Sunday… Show more Based in Cairo Office as the primary and only IT support contact for Europe, the Middle East and Africa shore-based offices and rig operations (14 different sites), in addition to being a secondary support contact for the Australasian, and South‐East Asian Regional Support effort.Common duties and tasks in the previous role of Shelf Drilling in addition to:- Assigned as the primary and global IT support contact for All Atwood Oceanics remote locations through Friday till Sunday on biweekly basis.- Reporting directly to the Global IT Manager who is based in Houston, Texas.- Create Runbooks and step by step procedures for future resolution of problems.- Perform regular IT Asset Tracking for active and spare units in the Region.- Managing daily backup operations for all Region’s sites on the EMC Retrospect Backup Application bybuilding Retrospect backup sets, configuring backup scripts and monitoring backup logs.- Attend the weekly IT meeting via Teleconference with other teammates in Australia, South East Asia and Houston.Projects and Accomplishments:- Performed 7 trips to shipyard/offshore rigs and 4 trips to Regional Offices for business support needs.- Excellent office setup and move experience; setup two Atwood offices in Egypt and Cameroon for the Drilling Operations Personnel involving close work with Operations on schedules and coordination of office technology requirements (server room, HVAC, WAN, phone communications, cabling, router/switch/WLAN setups, storage, PC/laptop.. etc.)- Attended two annual conference meetings in Malaysia (February 2011) and Singapore (March 2012) to discuss the developments that have taken place in IT in addition to future opportunities. Show less

Based in Cairo Office and worked in a team of 4 to support 23 different sites in Egypt, Saudi Arabia, and Qatar.Common duties and tasks in the previous roles of Shelf Drilling and Atwood Oceanics in addition to:- Administer the IT Helpdesk on a weekly-rotational basis, in addition to being assigned to on-duty weekend support, and after-hours emergency support for more than 400 users in 23 different sites.- Answer calls and provide remote support to All Global Transocean… Show more Based in Cairo Office and worked in a team of 4 to support 23 different sites in Egypt, Saudi Arabia, and Qatar.Common duties and tasks in the previous roles of Shelf Drilling and Atwood Oceanics in addition to:- Administer the IT Helpdesk on a weekly-rotational basis, in addition to being assigned to on-duty weekend support, and after-hours emergency support for more than 400 users in 23 different sites.- Answer calls and provide remote support to All Global Transocean users during the weekend on monthly-rotational basis (Follow-the-Sun Support)- Documentation of all accomplished tasks in ITSM Ticketing System. Show less