Mostafa Ibrahim Email & Phone Number

Cairo, Cairo Governorate, EG

Cairo, Egypt

• Understand the full customer journey to deliver best-in class experience enabling the success of their digital risk journey.
• Assist customers in upgrading their products to the SaaS editions, and guide them to explore the available services.
• Drive resolution of product challenges & major customers’ events by aligning the appropriate resources, and excelling professional communication with all stakeholders.
• Review customers subscription utilization and billing to help customers optimize their investment and drive adoption.
• Leverage Customer Success analytics to provide health check on the customer's cloud tenants & authentication, and identify predictive indicators of churn.
• Joint success effort to achieve seamless renewal, drive ARR, and identify upselling or expansion opportunities.

Cairo, Egypt

• Serve as an advocate & designated point of contact within RSA for customers to provide a world-class product and support experiences.
• Maintain awareness of the customer’s general business requirements & integrate them with their use of the solution.
• Lead the internal cross-collaboration with other RSA functions (e.g. Product Management, Engineering, Sales, Support, Professional Services & Education Services) to ensure customer’s needs are given priority attention.
• Coordinate relevant subject-matter experts to assist in the agreed support services (Cases support, Deployments, upgrades, patch management, & general configurations)
• Drive regular scheduled service/business reviews with customers to highlight and report the addressed product defects, roadmap, upcoming product releases, and service level.
• Enables sales by positioning solutions to protect RSA product image while identifying sales opportunities.

Cairo Governorate, Egypt

• Provide end-to-end ownership for all network optimization projects (performance, cost or customer network optimization) with committed deadlines as agreed with the project sponsors.
• Accountable for overall project management support for service implementation & deployment activities.
• Execute project data validation (SOW), resources allocation, equipment ordering and services implementation planning.
• Report and communicate projects progress, completion & success stories to all stakeholders in the Service Transition lifecycle.
• Meet or exceed the targets set with regards to customer satisfaction, database accuracy, projects Milestones & deadlines.

Egypt

• Supervise the daily operations to maintain a proper load balance of cases across the team resources.
• Oversee the incidents & escalations workflows to ensure the Service Level Objectives are met.
• Secure proper shifts handover and transition of the critical ongoing incidents.
• Use data analytics to establish trends, determine gaps in services level, and feedback to departmental management on areas for improvement.
• Work closely with the QoS & Reporting Team to review KPIs, targets, customer's satisfaction, and participate in developing new processes or fault management guidelines.
• Mentor new staff to ensure the technical knowledge is well acquired, and conduct performance reviews to assess the employee's development in accordance with the team's operational requirements & vision.

• Provide timely & professional technical support for all IT or system incidents relevant to the scope of expertise.
• Diagnose and resolve fault-related cases by utilizing administration tools or software diagnostics to provide quality customer support experience.
• Document all troubleshooting, procedural guidelines, and incident management actions through the Incident Management System.
• Liaise with other relevant departments to ensure all incidents are managed properly and fault resolution within SLA definitions is achieved.
• Monitor the infrastructure of critical applications proactively, and initiate corrective actions to avoid outages, services degradation or failures.
• Test and refine pilot projects prior to rolling out the full scale implementation.

Bachelor'S Degree, Computer Systems Networking And Telecommunications

Bachelor'S Degree, Electrical, Electronics And Communications Engineering, 2.67