Mostafa Esmail Email & Phone Number

Egypt

Egypt

o Roles and responsibilities:-Engaged in planning and development activities as a main stakeholder in the software life cycle to understand business requirements and technical capabilities / limitations.-Coordinate with DEVOPS to Monitor Systems Integration and performance.-Make sure that supported applications and its APIs up and running all the time.-Coordinate with DEVOPS to run hotfix / CRs developed by development team on production environment.-Using IBM message broker to show full journey for invoked web service and knowing errors for failed interactions -Participate in Pre- production activities (UAT, Pen test...). -Develop test scenarios/cases and test the programming to ensure that it meets quality, security, outcome objectives and standards. -Run sanity check to make sure that applications are up and running in normal way after implementing any change on Systems / servers also after Planned / Unplanned outage.-Run Smoke test after going life to cover the most important functionality on application and make sure that application lunched successfully and GUI is responsive. -Monitor applications / systems to maintain integration between various systems.-Initiate support plane document for supported applications.-Offer “application level” technical consultancy while implementing/modifying automated processes within specific systems to make sure implementation/variations are done without disruption, efficiently, and in accordance with needs.-Assist in training junior staff and end users to ensure full understanding of applications usage.-Provide consultation for team members (juniors-seniors).o Supported applications: -TE group's ETA e-invoice connector platform and its functionality and sending TE group invoices to the ETA e-invoice portal.-OSS New Ordering systems-WFM Application-FTTH Portal (For ISPs)-Traffic Portal that generate electronic traffic services , also provides a channel for the public prosecution entity.

Egypt

o Roles and responsibilities:-Follow all relevant IT development procedures and instructions, so that work and documentation is carried out in a controlled and consistent manner-Understand and analyze data then translate it into technical requirements as needed to facilitate development of modules / applications / software -Validate business requirements versus the implementation capabilities and solution constraints to ensure feasibility -Report and monitor software “bugs” to the development team and confirm closure

o Roles and responsibilities:-Troubleshot and Validate reported incidents from end users and take proper action to solve incident.-Analyze repeated incidents and solve root cause to prevent repetitive incidents -Report and monitor software “bugs” to the development team and confirm closure.-Assist in training end users to ensure full understanding of applications usage.

o Roles and responsibilities:-Monitor technical support call center agent’s inbound & outbound calls and evaluate agent’s performance to meet customer satisfaction according to COPC standers and FCR. -Give recommendations for process improvements based on agent development and the customer experience and feedback.-Help in designing quality rules and guidelines to achieve the highest performances with team managers.-Compile and track performance for teams and individual level.-Record QA results per transaction on a daily, weekly and monthly basis-Extract calls upon clients’ requests/s and/or any End User complaints-Producing evaluation forms for new agents-Provide Team leaders and supervisors with detailed, clear and professional performance feedback.o Supported services / Domain-TEData ADSL -Email-Domain and Web Hosting services.-VAS Value added services (Static IPs, Family).

Second Level Technical Support Engineer