Mohaned Eltyeb Email & Phone Number

Doha, Qatar

·Manage the structure to ensure that IT investments support business objectives by applying international standards (i.e.,COBIT,ISO,ITIL).·Lead the activities and processes of IT Service Management (ITSM) like Demand, Incident, Problem and Change management. ·IT Ambassador for information service managemen initiatives. ·Development and maintenance of ITSM.

Dubai, United Arab Emirates

• Manages Operations for the respective account assigned and ensures effective service delivery and day-to-day operations.
• Monitor progress against KPIs set in order to ensure optimum service levels are being provided to the Client.
• Supervision of daily Incident and Problem Management processes. Ensure issues are proactively managed to resolution, impacts mitigated and root cause eliminated.
• Provide leadership and direction to the global support team as well as partner teams in infrastructure, development, and business process
• Providing an escalation contact to business and IT senior stakeholders. Ensuring effective handover between other regions to provide continuous follow-the-sun coverage.
• Building relationships with key business and IT stakeholders and an understanding of key business processes to help facilitate the efficient running of the service delivery.

Dubai

• Perform incident management process reviews to ensure efficient and effective workflow and to effect improvements in response time and resolution
• Develop an understanding of the major service level elements of the managed services agreement as it pertains to SLAs and Key Metrics (KMs) and participate in the review and validation of monthly reported metrics with.
• Review and approve service request proposals, applying knowledge of the service agreement charge structure and established baseline costs for accuracy and validation with agreed pricing structures
• Maintain regular reviews and visibility to service requests to proactively address requests with managed service provider service delivery managers, project managers, and other resources to facilitate on-time delivery.
• Escalate incidents, service requests, and other requirements with the service provider as required to meet business objectives
• Engage corporate and site IT teams to understand scope and requirements, ensure engagement of managed service provider resources, and effective project management of major initiatives

Sudan

• install and configure computer hardware operating systems and applications
• monitor and maintain computer systems and networks
• talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
• troubleshoot system and network problems, diagnosing and solving hardware or software faults
• replace parts as required
• provide support, including procedural documentation and relevant reports