Leads the Operations Support Team of over 45 staff. Operates all BSS, OSS, CRM and Corporate Solutions. Orange Egypt has 35 million subscribers and total OpEx of 150 million EGP. Ensures that service levels are maintained and KPIs achieved; works with both IT and non-IT colleagues.Defines and produces operational metrics on the systems. Works closely with IT operations customers to solve problems.Launched - and subsequently manages - a new complete call centre (the largest in the Middle East) end-to-end swap to Genesis/Siebel for a centre of 1,500 staff and 500,000 calls/day and BSCS, mediation migrations and a swap for operations. Also developed end-to-end services portfolio KPIs for core service operations.Launched and subsequently manages a full and data charging swap whilst introducing on-line policy management.Built and operates end-to-end processes for infrastructure rollouts and support that comply with ITIL standards and supports considerably faster time to market.Also led migrations/builds for billing, CRM, DWH, dunning and other services.Overall, drove annual OpEx improvements of between 5 and 10%.