Mena Shoukry Email & Phone Number

Cairo, Cairo Governorate, Eg

Cairo, Cairo Governorate, Eg

• Provide technical support (Onsite/Remote) for 150+ user allocated in JTI GSC 3 factories• Maintain IT operations and services delivery for GSC users including Hardware, Network, Systems and Business applications• Maintain LAN and WAN services for GSC factories including monitoring connections utilization/stability and communicate with related vendors as needed to keep local and VPN connections within contracted SLAs.• Coordinate local projects managed by local IT Team including network infrastructure, Hardware upgrades and business applications projects.• Work closely with Global IT Team on global projects and initiatives• Collaborate with the IT Security team to plan and deliver activities for Egypt GSC employees and drive locally related training and activities• Maintain and optimize IT processes and procedures and suggest enhancements and innovation for continuous improvement• Apply IT policies and security procedures to maintain privacy and protection for company information.• Manage GSC hardware and software assets and maintain up-to-date inventory.• Handle procurement life cycle including stocks monitoring, needs evaluations, placing orders and vendors communication and process negotiation• Provide on-demand support and data analysis to support the Business Application team.• Participate in preparing technical documentation, Knowledge Base articles and manuals.• Participate in preparations for internal and external audits and compliance checks.• Maintain Backup and disaster recovery solutions for critical hardware, network connections and business applications• OPEX / CAPEX tracking to avoid over/under spending • Develop and implement IT Induction process/refresh training for GSC Employees• Proactively look for processes that may be changed or automated with new IT technologies • Investigate nature of key IT cost elements and provide a recommendation on cost optimization

Egypt

• Maintain life cycle for business applications including software/hardware support, incidents definitions/escalation, data analysis and reporting.• Work closely with vendors, local and global IT teams to resolve IT incidents and problems blocking business applications workflow.• Design and optimize Sales reporting through metrics/KPIs improvement based on organization targets and objectives.• Provide daily technical support for Sales Reps including timely manner solutions/workarounds and handling downtimes to maintain smooth daily closing.• Maintain business application BO reporting data integrity for accurate monthly closing• Develop technical documentation and provide system training for business applications users• Develop test scenarios/SQL scripts to ensure that it meets quality, security and outcome objectives and standards usage.• Hardware assets management including stock monitoring, needs evaluation and placing requests to IT department.• Provide on demand software/hardware installations and network troubleshooting.

Egypt

• Handle customers inquires and incidents• Provide first level customer support and escalation to backend teams as needed• Maintain high level of customer satisfaction.• Provide customers with products and services information and details.