Amr Elsayed Email & Phone Number

Kuwait

STC kuwait Telecom Company

Kuwait

Kuwait

Project: STC Kuwait Telecom Company • Leading IT NOC team consisting of 7 Engineers, they handle the IT service desk and IT operation works 24/7 for STC Kuwait Telecom Company.• Acting as incident manager during major incidents .• Deciding the incidents priority based on the service impact according to STC SLA.• Following up with the support teams and updating STC Management with the status of the major incidents.• Preparing the Incident Report for high priority incidents.• Monitoring all the incidents raised by NOC team in order to preserve the quality of service.• Raising all the repeated issues and incidents to management.• Enhancing the alarms escalation processes with STC management to meet the expected target.• Preparing the MOP notification which will be circulated to IT system users before starting critical changes. • Handling ManageEngine Service Desk administration task such as creating/modifying Service categories, modifying service approval flow, creating technician’s users, creating support groups and modifying the vendors SLA.• Preparing training and sessions for IT NOC team to share the knowledge and enhance their skills.

Kuwait

Project: STC Kuwait Telecom Company • Monitoring all application processes and ensure their performance and their schedule.• Checking all the servers for any alarms.• Monitoring backup completion of file systems and database backups. Perform system and database backups of the various platforms.• Restoring required files or Call records from backup tapes.• Reporting and escalating any application processes, hardware, operating system, or database problems or errors that are detected during the monitoring activity.• Assisting in generating availability reports (hourly, daily, weekly and monthly).• Monitoring servers using enterprise system management tools (HPOM, HPNNM, Solar Winds, Netbackup, Quest Foglight, Huawei I2000, Digital View) interpret console messages from system software or applications Program and performs required actions of reporting and logging in incident using ticketing system.• Creating and maintaining documents and operation procedures, forms, checklist, work instruction etc. with version control.• Assisting second line support engineers during maintenance on the servers in the datacenter and disaster recovery center.• Handling service desk and be the single point of contact for all incidents, problems occurring outside the working hours of STC Kuwait.• Providing regular feedback to the Managed Services Manager on progress and on key issues and provide recommendations on new enhancements that would improve the efficiency of the systems.• Troubleshooting network connectivity issues in STC branches.• Validating STC billing cycle monthly.