Managing 70+ Enterprise Architects, Service management architects, Network architects, change & release, developers, testers & SCRUM masters to design & deliver modular Service management & monitoring solutions using ServiceNow & Solarwinds Orion, on SAFe framework.Enterprise transformation, applying TOGAF ADM , to meet stakeholders objectives and concerns.Developed strong relationships with external partners, fostering collaboration for continuous improvement initiatives.opportunities.Optimized existing systems through regular evaluations, making necessary adjustments to improve functionality and user experience.Coordinated large-scale technology migrations to minimize disruption while enhancing overall system capabilities.Portfolio Budget optimization and forecasting.

Manage 70+ program & project managers, SLM, pre-sales consultants, product owners, solution architect, change manager, UX designer, network engineers, and developers to design, build & deliver a MSI/SIAM offers, & innovative solutions, using ServiceNow & Solarwinds Orion .Program management of new innovative reporting and analytics product, integrating 5 main business units (IT, Operation ,SM presales, Sales & marketing) to catch up market requirement, better utilize human resources, and introduce new value proposition with 360 data analytics using BI and bigdata. Enterprise architecture, design and manage platform and system integration for our large and muti-supplier customers Product & offer development. Innovation management for new innovative solution to meet market trend and customers needs utilizing machine learning and relevant AI solutions. Knowledge Management: knowledge is part of the organization assets, this concept need to be clearly understood by the team members, define KM process if not exist, rewards could be used for the best KM practice.People development: Based on the skills matrix, work with each individual for development path, make use of step, and cross training if possible.Problem and escalation management: Use known problem solving techniques, to help team members with problem solving. Vendor managment , of internal & external suppliers.design and implement integrated solution for large and highly customized customers (5-400 M Euros).Learned and adapted quickly to new technology and software applications.Enhanced sales performance by developing targeted marketing campaigns and sales strategies.BRICKs development Design thinking on presales process improvements.

Job dimension : • Deliver 2nd level support activities customer portals, network reporting, and network management systems.• responsible for a merge of 2 operational team for resources and performance optimization• Involve in SW life cycle from selection to implementation.• Participate with SW factory for SW service transition, and implementation test.• Objective setting and performance appraisal.• Analysis of team week points, set process for overcoming them.• Manage customer and business requests with SLA and technical teams.• Collect customer needs, analyse, and set plan to meet customer expectations. • Review all necessary reporting to ensure operational, SLA and customer support targets are met.• Manage project stakeholders expectations, regarding business and asset management processes• Manage the hiring process.Key Achievements:• Build support team from forming till performing, including staff selection, training plans, set the norm, knowledge sharing, KM, SLA and OLA establishment, build connection with key stakeholders, and team performance optimization.• Establish a unique OLA with ITD, to facilitate Orchestre support activity, increase SLA availability target and implement end to end data monitoring solution. • Project manager of ITSM internal training programme that successfully deliver high quality training, ROI was 250K EGP of saving per year.• Project manager for develop and implement an end to end data monitoring solution for IPER, managing the Product life-cycle with different functions to ensure key deliverable as per the project charter, ROI was reduction of incident MTTR by 48 hours, and support effort by 1 FTE.• Project coordinator for Star to Genergy (Remedy) migration, that facilitate a migration of 1000+ users including all CSMs, from Star to Genergy, at no business impact. Key success factors was marketing the product features, educating the customers, and analysing and solving the post migration issues

Objective : Deliver 2nd level support activities for network management solutions. • Mange a team of IT support experts some with master degree, • Objective setting and performance appraisal.• Manage day to day operation which aligned to organization KPIs.• Analysis of team week points, set process for overcoming them.• Follow ITIL for incident management process. • Raise RFC, CAB participation. Implementation and testing.• Coaching and mentoring for team members.• Continual server improvements.• Encourage innovation and thinking out of the box.• Manage the hiring process.

• Supervising four UNIX support engineers covering HPUX, Solaris, AIX, and Linux platforms.• Working with HP_UX platform, including installation, configuration and troubleshooting.• High availability system configuration (MC Service guard & MC Service guard for RAC extension). • Support & troubleshoot for Tru 64 UNIX.• Installation and configuration of NNM 6.41 on both HP-UX and windows 2000.• Installation and configuration of Red Hat Enterprise Linux.• Installation of Sun Solaris on both SPARC and X86 machines.• Installation of Oracle 9i RAC on both HP_UX and Sun Solaris. Major projects:• Damietta Port Authority.Installation and configuration of 2 rp5470 servers, MC Service guard for RAC extension, samba, apache, data protector, Oracle 9i RAC database, and working in the integration between RMAN and data protector 5.5.• Egyptian Stores Company.Installation and configuration of Red Hat Enterprise Linux V.3 AS standard (x86).• Egypt Cyber Center.Installation and configuration of Sun Solaris 9 and Oracle 9i RAC.Working in the integration between RMAN and VERITAS net backup.

• Working with HP_UX platform, including installation, configuration and troubleshooting.• Installation & configuration of Red Hat 8.• Configuration and troubleshooting for HP_9000 servers (K, NOVA, D, E, N, and rp5400 classes) and workstations (B and C classes). • Installation and configuration for disk arrays (12, 12h, HAS, Nike and FC60).• Installing, configuring, and troubleshooting Line Printer ( LPQ1000, Magna, Genicom, Alis).• Configuration and troubleshooting for DTCs and MUXs. • Installation and configuration of NNM 6.41 on both HP-UX and windows 2000.• Managing around 250 node using NNM using DIM strategy. • Installation and configuration of HP Open View Glance plus.• Installation and configuration of Measure ware performance monitoring software.• Monitoring system performance and behavior using glance plus and measure ware.• Configuration and trouble shooting for MS ISA server.• Backing Up and verifying all customer strategic data.• Installation and configuration of 3com & HP switches.• Oracle 9i first level support.