Michael Shawky Email & Phone Number

Cairo, Cairo, Egypt

Introduce to the Customers the new Monitoring services and the new features, and suggest their use according to their solution usageProvide assistance, support, and advices to the Customers on their Monitoring solutionsAct as the Customer technical referent for all Monitoring ServicesSupport & assist in the Monitoring services usage (Best practices, configuration, Q&A, help/follow to the incident resolution)Operations and Engineering :Review and follow-up the roadmap of the Monitoring services (Build to Run, Service Catalogue, and Service Operability)Be in close relationship with the Operational and Engineering teamsManage continual improvement projects (SIPs, process evolution, delivery model)Initiate, prioritize, and trigger roadmap of the Monitoring solutions releasesReport anomalies and manage the proactive/corrective actions planReview and Audit all changes impacting the Monitoring services, and Authorize them for the CABLead the crisis incidents on the offers/customers to reduce impactsReview the capacity of the managed InfrastructureDeliver Monthly Dashboard on Solution Usage & performanceFinancial management :Contributing in the budget and managing the purchasing requests (getting quote, Create POR, follow up the delivery, ...etc)

Egypt

- Operating and maintaining the Incident management process and governance framework.- Command high profile major incidents within complex environments engaging internal and external support teams globally.- Ensure engagement and focus of relevant resolvers for impact and decision-making purposes.- Establishing control of the activities related to the Major Incident resolution.- Ensuring swift creation and proper execution of the Major Incident Restoration and Communication plans.- Ensuring that contingency options are identified and evaluated.- Accountable as single source delivering clear and accurate communication during all major incident across the business and technology including senior and exec management levels.- Act as the point of escalation for the other members of the Major Incident Restoration Team & Customer.- Own and drive Major Incident related escalations.- Capture all Major Incident details and update all necessary documents and databases.- Collaborate with a variety of technical teams, project managers, and executive leadership to get the right results.- Ability to prioritize multiple high priority issues, at any given time, without sacrificing SLA commitments.

Cairo Governorate, Egypt

Maintain a high level of quality for all Cloud platform and offers under his responsibility. This is measured by : Quality of Service Capacity management Lifecycle management Release and patch management Cost efficiencyo Main Responsibilities include: Have overall accountability of the Quality of Service of the managed offers. Responsible of the regular Quality of Service (QoS) reporting of the offer (KPI definition, SLA achievements). Management of the Operational teams through Operating Level Agreements Lead the Infrastructure crisis on the offers to reduce customer impacts . Pilot the Operational teams in order to reached the agreed SLA Take in charge the improvement plans of the offer QoS and manage their implementation Be in close relationship with the problem manager to speed up problem resolution and corrections implementation Guaranty offer QoS in coordination with engineering, marketing and pre-sales for new customers Manage the Release & Patch Management process with the production team to make sure the platform is up-to-date. Make sure the appropriate CAB are activated and obtain Orange Cloud For Business CAB approval. No change can be done on the production without SDM approval Accountable for the capacity management at a cost effective level. Close collaboration with marketing, sales and engineering is required to provision only the required capacity when necessary for customer implementation (no customer production disruption) Assist the Customer Support teams to help to execute customer contracts. Make sure all the required communication is done to the different actors

Ensure that the Service CAS provides is fit for purpose and meets the agreed service level• Build a variety of measures to place quality at the heart of the team such as Continuous Improvement.• Working with service level engineering and management teams to ensure requirements for team to achieve the assigned mission.• Monitoring performance by gathering relevant data and producing statistical reports to deliver technical and management systems reports• liaising with service level auditors and ensuring the execution of corrective action and compliance with customers' specifications• Participate and provide expertise in resolution of complex issues• Manage outreach and increase satisfaction activities for the users’ community• Grow functional expertise on a specific CAS functional area• Continuously expand the team’s perimeters. Own the support for the new activities for the new areas

Cairo

2'nd level of Support for France telecom applications and REMEDY support • admin• software testing • software quality assurance • Service Validation and Testing • project management

First level for technical support Troubleshooting Network issue Support all Orange applications Applications bug and windows supportMentor for new comersMonitoring servers Starting (1/8/2012) CAS FRANCE(central application support) 2’nd level of support for France telecom applications