Mohamed Essameldin Email & Phone Number

Cairo, Cairo Governorate, Eg

London, Gb

Leading digital transformations process, services delivery excellence & directly mange software delivery & platform engineering teams across Global Enterprise, Digital Channels & IT Enablers domains. My team(s) build in-house proficiency, digitally transform IT infrastructure and continuously integrate & deliver products & services to Vodafone global customers & markets WW generating 9 digits annually from revenues & savings. I follow servant leadership approach in steering team vision, strategy & progress.Key Accountabilities:- Enable business & operational vision through agile practices, leading technical teams & customers relationship programs in align with VF Group strategy & objectives- Lead full software delivery spectrum, geographically distributed - from DevOps, SRE, Scrum Masters, Product Owners, Solution Architects & Software developers to build & run digital channels, IT Enablers, AI & cloud native digital apps- Facilitate & Empower as RTE the ART delivery objectives, maintain high-quality software localization & content, shaping technical vision for products & projects successful execution- Translate business requirements into strategic executions plans & delivery programs which emphasis on quality, simplicity, efficient costs- Govern IT budget planning & execution full cycle (Business requirements, forecasting, capacity expansion plans & delivery plans, CAPEX & OPEX Mgmt)- Manage sourcing strategy & strategic vendor relationships to achieve goals like innovation, agility & efficiency- Direct recruitment, capacity, performance & finances Mgmt of E2E IT operations & infrastructure to enable targets outcome within schedule & budget - Local champion & program lead for DR & IT Security projects to ensure resilience & compliance across the Org- Transformational advocate & inclusive culture promoter that set culture of craftmanship within team's, foster cultural changes to re-shape capabilities needed to achieve current & future business objectives

London, Gb

BSS Platform Service Manager & Digital Solution Owner for BSS Platforms Serving millions of Vodafone Enterprise & IoT customers worldwide throughout entire service lifecycle, own P&L margin, generating 9 digits annual revenue, manage services with a business & technical focus, helping everyone in seeing only solutions not problems, continuously evolves in beneficial of our customersManaged Services: VF Business ReportingVF Data Usage Manager Key Accountabilities:- Accountable for managing & overseeing delivery, implementations & performance of business support systems within the organization regardless of where the technology components or professional capabilities reside- Overseas managed services as Service Owner & Global Release Manager- Interface with key stakeholders to define & refine customers software product requirements, managing products backlogs and ensuring successful implementations across various business & technical fronts- Execute Customer-Centric Culture Strategy scoping customers success, satisfaction & CX throughout products Lifecyle- Primary stakeholder in all of business & IT processes which enable/support BSS OPS- Represent the service across agile ceremonies & SPOC for all ITSM activities- Utilize different technologies like AWS & Azure Cloud, CI/CD, Microservices, Server-less, containerization & ETL to maximize productivity- Lead software agility & digital transformation strategy to combine software development & IT operations together to form robust DevOps model to accelerate results, shorten TTM & refine built-in quality through Agile SAFe/Scrum frameworks- Push DevSecOps process to integrate secure by design practices within release cycles- Cloud & DevOps practice lead for ITO engineering GSL- Plan, Execute & Evaluate projects, CSI process, business development strategies & mitigate delivery risk- Governance E2E ITSM metrics & input service attributes as SLAs/OLAs/Performance/Availability/BCP/RTO/RPO/MTPD/etc.

London, Gb

Leading & orchestrating strategic infrastructure digital transformation program to encompasses build, operations & development of always-on solutions & the assurance of reliability for scaled distributed platforms, leveraging Microsoft Systems as seasoned professional such as Azure, Cloud & Identity Services, Windows Servers, Patch Management, SCCM, AAD, AD, GPO, Virtualization .. etc. To enhance the availability of VMT/M-PESA & fortifying the infrastructure reliability that empowers global customers with the latest FinTech Services & innovations.Key Accountabilities:- Collaborate with engineering, cross-function teams & product owners across the business line to transform to the next generation fintech services- Area of focus ; build, transform & maintain always-on, scalable, distributed apps & optimizing of highly available & fault tolerant AML, Payment's & VMT systems- Lead IT core infrastructure transformation program starting from assessment, design & execution planning till implementation phase & reach its goals in a timely manner- Responsible for end-to-end readiness programs implementation (mentoring, knowledge sharing, technical document creation, quality assurance checks)- Assure & enhance infrastructure reliability by create zero touch deployments & patch management cycle to remediate regular security audits & tests findings on timely manner.- Conduct internal & external service reviews sessions.- Responsible for all vendor management activities.- Own investigation & solve complex infrastructure & product components problems for all managed services.- Identifies & provides feedback to address process gaps in an effort to streamline processes & shares best CSI practices broadly- Participates in case triage meetings, case discussions & product demos to share knowledge with other owners, stakeholder & contributor for a rapid customer solutions, utilizes learnings from triage meetings to identify & communicate readiness needed to engineering team.

London, Gb

Cloud & Infrastructure Operation Lead for Vodafone global cloud center of excellence team which accountable for L3 support to entire E2E life-cycle journey of managed public cloud & SaaS services provided by Vodafone to all its B2B customers, Team footprint covers all Vodafone branded 25 local markets & global 42 partners markets worldwideKey Accountabilities:- Supports Microsoft Office 365 Services (Exchange Online, Azure AD, Skype & Teams, onedrive, IAM, Intune, Modern Workplace, Enterprise Mobility & Security, etc.) through entire services life cycle which VF cloud solution provider program (CSP) offers, including customers onboarding, migrations to Cloud, hybrid deployments, day-day L3 operations & technical Support- Supports Microsoft Azure Services, from customer onboarding, running workloads, new implementations, migrations, In-life cycle technical issues, hybrid deployments till service Termination- Support G-Suite Services through VF Google Resellers Program for all customers, from onboarding, cloud migrations, fix technical issues to new implementations - Migrate customers to/from different Microsoft & Google resellers to Vodafone managed ones- Support different IaaS, PaaS, SaaS & multi cloud Solutions over Azure, AWS & GCP- Support Vodafone Market place (One Stop Shop for all Customers allowing them to purchase SaaS Solutions from different Vendors like Microsoft, Google, Trend Micro, etc. get them working automatically with less human intervention) platform- Gate keeper for all SaaS vendors (Microsoft, Google, AppDirect, Gemalto, etc.) interactions, conduct service reviews, follow up, escalate to solve VF customers problems & issues arise- Provide remote & onsite cloud trainings/demos for all local markets & customers WWAdditional Roles to myself:- Delivery Manager for all Microsoft managed Services- Customer implementations Program lead- Security & GDPR Compliance Program lead- Global onboarding, enablement & training Program lead

Giza , Eg

Leading Regional Office IT, Data Center & Infrastructure Services Support Team's across EMEA (Europe, Middle-East & Africa) Region that takes care of IT systems & digital platforms under the hood which empower all our worldwide customers with latest CX solutions & digital services to achieve customers success.Key Accountabilities:- Oversee the implementation of corporate strategies, initiatives and communications for the IT department across regions.- Manage strategic business development programs, business expansions and cloud transformation projects. - Define customer requirements, address expectations & needs. - Participate in technical designs, construction, and delivery as required.- Present, report, and escalate complex scenarios, projects, designs and logistical updates to customers, management and senior leadership teams. - Lead public relations and logistics efforts with global stakeholders and vendors.- Work effectively with cross-functional teams to implement new strategies and projects, enhancing profitability, productivity, and client experience.- Manage expenses, procurement and budgeting effectively.- Foster collaboration within teams to deliver results, nurture a diverse and inclusive culture, and improve team and customer experiences.- Position infrastructure support teams for success by focusing on case management, backlog resolution, and removing roadblocks. Encourage collaboration, offer training programs and optimize the use of available resources.- Oversee day-to-day infrastructure and business projects & events to maximize operational performance and results.- Provide coaching and support to the team for addressing complex projects and senior-level cases, including customer and field escalations, while taking ownership of customer outcomes.- Commit to performance appraisal and recognition programs to motivate and reward the teams.- Attract, develop and retain top technical talent to strengthen the regional team’s capabilities.

Giza , Eg

Member of IT systems support team which responsible for provide L2 technical & operational day-to-day support for all global infrastructure systems & services which are the backbone of IT operations and the heart of customer service industry that serve EMEA (Europe, Middle-East & Africa) customers 24x7 across various sectors like care, enterprises, banking, food & beverages, automotive segments and provide robust & innovative solutions to empower all offshore & insourced clients needs.Key Accountabilities: - Support Microsoft Products ; Windows Servers 2003/2008/2012, Active Directory, IAM, ADFS, SSO, DNS, DHCP, GPO, Hyper-V, Windows Clients 7/8/10, Microsoft Exchange 2007/2010/2013, WSUS, SCCM, SCOM, Office 365, Microsoft Azure, S4B- Support different backup solutions like HP, Symantec & Acronis. - Support different monitoring solutions like IPCheck, PRTG & SCOM. - Support central & regional data centers HW installations, monitoring, maintenance & operations.- Responsible for all IT systems infrastructure operations & vendor management.- Perform improvement, upgrades, migration, deployment plans, patching management, service validation & handover prior to production implementation for all systems infrastructure.- Design, build, deliver, operate & control IT Services to all offshore customers.- Provide guidance & instructions to the Cross-functional operational teams (Working Instructions, Operational Guides, Implementation Plans). - Perform analysis and interpret service reporting like SLA, Availability, Capacity & Performance to local customer, partners & foreign contacts or sister company's.- Maintain global release & patching life cycle for all software's, applications & platform. - Input on budget planning (mergers, acquisitions and divestitures), forecasting, capacity management for all sites, data centers & offshore projects. - Provide updates on services description, operational guides, project status & other documents as defined.

Giza , Eg

Member of IT Voice Systems Support Team responsible for provide L2 technical & operational support for all global call center voice platforms, End-Users, IT voice infrastructure & integrated communication services which empower our customers with best CX services in the region.Key Accountabilities:- Plan, design, implement, Test, configure, Operate AVAYA VoIP Systems.- Work closely with project management team & directly with Customers to collect deliverables, set projects plan & ensure timelines are met with a high level of client satisfaction.- Design, Implement, Configure & Troubleshoot Complex Interactive voice response (IVR), Segments, Announcements. - Design, Implement, Configure & Troubleshoot Call Routing, Routes and Voice Vectors for Customers.- Administrate AVAYA Communication Manager 4/6, As well maintain all related network hardware and software issues including PRI Setup & terminations. - Administrate AVAYA Aura Communication Managers 4 & 6 and Network Regions Management. - Design, Implement, Configure & Troubleshoot Direct Inward Dialing (DIDs), Vector Directory Numbers (VDN), Vectors, Call routing plan & Dial Plans.- Design, Implement, Configure & Troubleshoot Automatic Routing Selection (ARS), Class of restrictions (COR), Feature Access Code (FAC), Hunt Groups, Truck Access Code (TAC) & Facility Restriction Level (FRL).- Administrate AVAYA Witness (Call center recording solution) platform- Administrate AVAYA CMS Servers responsible for CDR reports.- Improve & optimize systems operational performance.- Identifying system & process improvements relating to the Contact Centre needs, recommending new solutions, system utilization & Cost of calls. - Monitor & Investigate the quality of voice & data losses across the network.- Implement changes according to change Process.- Perform Periodic L&P Tests to all platforms. - Accountable for environment readiness, ensuring the platform is appropriately scaled to meet business needs

Giza , Eg

Support Escalation Engineers serve as Senior technical support for escalated customers/support inquiries via phone, email, chats & web. They deliver value by collaboratively solving customers escalated problems, Define accurate expectations from the escalating procedures, enforcing relief to the customers, reviewing the situation appraisal formulated by the escalation team for ensuring the consumer satisfaction throughout the escalation process & preventive actions are in place. Contribute to the success of others through delivering one-to-one/many sessions to support teams.Responsibilities :- Mange all high priority, VIP, Outage Incidents since occurrence till successful resolution to minimize the business impact across all regions.- Sending periodical major incident reports to Top management & Customers SPOCs to inform them with the Outage impact, description, workarounds, updates & resolution actions.- Manage & lead the technical calls that include all second level teams involved in the outage resolution.- Participate in business calls to inform top management with outage progress & workarounds during handling the Outage.- Manage to recover services as quickly as possible according to the defined SLA and minimize the adverse impact on business operations.- Relate the outage with Incidents fired by events & monitoring tool.- Collaborate with Problem Management team after incident resolution for deep investigation and analysis to identify the root cause of recurring technical problems.- Attend CAB meeting to discuss changes that will take place to prevent outages that may happen during & after the Changes.- Manage & coordinate the implementation of major approved changes among the responsible teams.- Open direct communication channel with customers & notify them with escalation progress to ensure highest customer satisfaction.- Provide hyper care support for all VIP requests & issues to be resolved in short time to avoid business impact.

Giza , Eg

Frontline Support Engineer serve as the main technical resource & point of contact for all EMNA Region (Europe, Middle-East & Africa) Customers seeking technical assistance through web, email or Phone channels within a Call Center Industry which identified as one of busiest, fast-paced, Never sleeps 24/7 hectic working environments world wide.Responsibilities :- Collaboratively & reactively solving customer problems based on knowledge within Agreed SLA.- Provide proactively technical advises to all customers & information on IT products or services.- Perform remote & F2F troubleshooting through diagnostic techniques and pertinent questions.- Provide 1st level technical support for Windows Clients 7/8/10, Windows Servers 2003/2008/2012, Hyper-V, Cisco Network Switches, Routers & IP Phones. - Walk the customer through the problem-solving process.- Own incidents, direct unresolved ones to the next level support teams, actively follow up the progress, escalate till issues are resolved & pro actively update customer all the way. - Record events, problems & resolution logs- Own contributions to solutions & customer satisfaction by Suggest/identify/Pass any feedback or suggestions by customers to the appropriate teams.Additional Roles to myself :- Provide 2nd Level Support for Microsoft Windows Servers, Hyper-V, AD, DNS, DHCP, File Sharing services, Microsoft Exchange Servers, Backup & Storage Infrastructure Operations, Cisco Switches (IPv4, ACL, Ports Security, Trunk, VLAN) & Routers (BGP, OSPF, EIGRP, MPLS, VPN) & TMG. - Accountable for Identities & Access Management Operation. - Responsible for Kaspersky End Point Security Appliance Service Operations.- Accountable for Central ITO Repository.- Act as Infrastructure Coordinator for changes within Central Data Center.- Provide training to newcomers.- Member of the shift leaders pool which distribute WL & ensure requests/incidents are handled within the agreed SLA & OLA.