Aya Sarhan Email & Phone Number

London, England, United Kingdom

London, England, United Kingdom

Egypt / United Kingdom

• Support the Scoping and Requirements for Complex Projects from Assessment to the end• Calculating the VROM/ROM for Complex Projects• Provide the Resourcing Plan for Project/Demand manager• Design of new documentation to support new process• Provide High Level and Low Level Assessments Documentations• Responsible for designing monitoring solutions for Infrastructure, Applications and Business Services for Vodafone OpCos• Hold onsite workshops with customers for… Show more • Support the Scoping and Requirements for Complex Projects from Assessment to the end• Calculating the VROM/ROM for Complex Projects• Provide the Resourcing Plan for Project/Demand manager• Design of new documentation to support new process• Provide High Level and Low Level Assessments Documentations• Responsible for designing monitoring solutions for Infrastructure, Applications and Business Services for Vodafone OpCos• Hold onsite workshops with customers for introducing various capabilities/recommendations and solutions that fits the customer needs• Draft the low-level design of the solution and gather all needed requirements• Handover to Engineering team for deployment of the solution• Supervise the deployment ensuring that all customer’s requirements are met• Technical Analyst lead for the Analytics Solution using SPLUNK platform • Technical Analyst for ITSM related Projects/Demands Show less

Cairo Governorate, Egypt

• Support engineer for Vodafone Prepaid Charging System [Ericsson CS 5.0] (SDP, VS, AIR, AF, CCN) and Mobile Broadband Charging system MBC2.0 (Data Charging System)• Implementing required network configuration and operational changes including upgrades & expansions with minimal impact on the customers• Launching commercial projects/prepaid customers promos’• Solve individual or global internal/external customers complains• Report and escalate the network problems according to… Show more • Support engineer for Vodafone Prepaid Charging System [Ericsson CS 5.0] (SDP, VS, AIR, AF, CCN) and Mobile Broadband Charging system MBC2.0 (Data Charging System)• Implementing required network configuration and operational changes including upgrades & expansions with minimal impact on the customers• Launching commercial projects/prepaid customers promos’• Solve individual or global internal/external customers complains• Report and escalate the network problems according to the agreements & rules• Responsible for checking with the Finance Revenue Assurance and Mediation teams the activities that may have impacted the Company Revenues due to applied operational change • Ensure meeting the agreed KPI’s with the Finance Revenue Assurance to maintain the company revenue reporting• Responsible for implementing preventive actions and recovery plans for the impacted customers caused from the system outages• Setting the daily Housekeeping/Preventive maintenance to all Charging System • Review the daily backup reports and take preventive actions for failed backup Show less

Cairo Governorate, Egypt

• 1st line of support to Charging, Vas, Messaging, Payments and Mediation teams• Support engineer for - Vodafone Payment services such as E-Topup system (voucher recharge system), Advanced Credit, Balance Transfer, Payment Gateway, IVRs (Interactive Voice Response) and Vodafone Money Transfer (Vodafone Cash system).- Messaging Systems such as Global SMSC, Call Completion and MCK (Missed Call Keeper) services - USSD System Structure “Open Mind” Products.- Charging Systems as… Show more • 1st line of support to Charging, Vas, Messaging, Payments and Mediation teams• Support engineer for - Vodafone Payment services such as E-Topup system (voucher recharge system), Advanced Credit, Balance Transfer, Payment Gateway, IVRs (Interactive Voice Response) and Vodafone Money Transfer (Vodafone Cash system).- Messaging Systems such as Global SMSC, Call Completion and MCK (Missed Call Keeper) services - USSD System Structure “Open Mind” Products.- Charging Systems as vouchers refills, Charging flows from SDP, Mobile Broadband Charging system MBC • Launching commercial projects/prepaid customers’ promos and applying the required testing according to the agreed KPI’s.• Act upon escalated alarms/complains from the services operations front line Team• Contributed in the launch of new platform “VAS INVESTIGATOR” which enables all VFE Call centers, Retails and Vendors agents to solve customer individual complains on spot as a FCR instead of on average 72 hours SLA in the past.• Keeping all systems related documents updated.• Knowledge transfer for the whole team for any new systems/services as per attended courses or agreed meetings. Show less

Cairo Governorate, Egypt

• Incident Management & IT Support to Global France Telecom presence• Supporting more than 850 application and service “operating Systems, Active Directory, Mobile Mail, Network, Security,….etc using BMC Remedy as a Ticketing System• Documenting, Updating and Validating a Knowledge base of known issues and solutions.• Achieved the shift lead position only after 9 months• Ensured performance, KPIs and customer service quality are meeting and exceeding the targets• Trained and… Show more • Incident Management & IT Support to Global France Telecom presence• Supporting more than 850 application and service “operating Systems, Active Directory, Mobile Mail, Network, Security,….etc using BMC Remedy as a Ticketing System• Documenting, Updating and Validating a Knowledge base of known issues and solutions.• Achieved the shift lead position only after 9 months• Ensured performance, KPIs and customer service quality are meeting and exceeding the targets• Trained and prepared the new comers Show less