 Technical advisor for the team and their last technical point before escalating the problems. Communicate with other technical teams such as Core and Provisioning team to solve the technical issues. Create/modify workflows to enhance operations Support cycle to achieve targeted SLA. Identify support operations process in order to implement effective ways of working and recommend needed changes based on process analysis Acting as the contact point between my team and other teams. Representing my team in CRF (Change request) committee. Replacing the manager in his vacations. Mange the situation in case of global problems and disasters. Supervise the cycle of provisioning broadband customers’ requests from Network side.  One of the new hiring committee and responsible about technical judgment about Networks knowledge. Broadband service which is the main service our firm provides. Assist my manager in the evaluation and KPI of the team. Assist my manager in the team’s annual appraising data. Analyze team achievement reports, for the weekly and monthly evaluation and recommendation. Ensure sufficient man power coverage for peak and non-peak for smooth and sufficient work. Attend any meeting that is related to launch any new product to represent the support point of view from Network side. Manage the technical problems escalated to the any functional team of the operation in order to make sure they are resolved within the defined SLA. Manages special projects that are assigned by management to our team beside their function. Provide appropriate reporting & analysis for my team performance to the management. Train the team on new products, projects, tools and workflows. Develop the annual training plan for my team for external/internal courses. Develop the schedule and the coaching training plan for the new team members and judge when they can start handling.

 Guide new engineers to Isolate customer's problems to resolve them within the agreed SLA  Respond to customer's incidents over CRM system/portal to ensure high service availability and performance  Follow with technician to solve the physical issue opened by Call center. Provision IPs assignment, core network configuration and other customers' solutions such as WIFI customers to fulfill customer requirement  Track the problem along the line from the Telecom-Egypt central office to the client side. Provide support to other technical department through their daily planned maintenance to ensure smooth and successes change management operations Check after core changes management operations to ensure service availability and performance after operation Monitor all customer's services 24x7 to ensure maximum possible service availability/performance Escalate/follow up trouble tickets between other technical department to solve customer problems through shortest period Provide the customer with the progress of his problem resolution for regular update

Main Responsibilities :1- receive customer complaints from call center for customers suffering from DSL physical Issue such as Line down & unstable or Line is up with bad parameters.2- troubleshooting and analyze the complaints and send the complaints to our technician by SMS.3- Technician receive the complaints and check the port from Central office and if there is a problem will solve it or visit the customer side to solve it and we check and monitor customer lines by our tools and application supported by company such as Network analyzer.

Installing DSL service with the customer by phone or by Visit .configure customer modem to support adding Multiple IPS.

Installing and Configuring all types of Panasonic PBX from (308 till IP600) , Faxes and CCTVResponds to customers Complaints and Fix Customer problem by Visiting their Companies