• IT Service Continuity, Business Continuity, and Disaster Recovery Management: Overseeing the delivery of ITSC, BC, and DR services to both internal accounts and external clients.• Documentation and Reporting: Maintaining accurate documentation of all disaster recovery and business continuity plans, procedures, incidents, and exercises, and providing regular reports to management and stakeholders.• Exercise Management: Planning, managing, and executing BC, and DR exercises to test the effectiveness of continuity plans and processes.• Plan Invocation Support: Supporting the invocation of internal and client BC, ITSC, and DR plans during actual disaster scenarios.• Collaboration and Support: Collaborating with Continuity Services to design and implement Customer Service Continuity solutions and providing subject matter expertise to clients and third parties as needed.• Business Impact and Gap Analysis: Defining and delivering analyses to assess the impact of disruptions on business operations and identifying gaps in continuity planning.• Training and Awareness: Providing training sessions and raising awareness among employees about disaster recovery and business continuity plans, procedures, and their roles during emergencies.• Cloud-Based Recovery Promotion: Promoting awareness of and supporting cloud-based recovery solutions.

• Provided technical support to customers using Azure services, with a focus on Azure Active Directory infrastructure and services.• Collaborated with cross-functional teams to resolve complex technical issues and escalated requests effectively.• Communicated with customers to understand their technical concerns and provided timely guidance and assistance.• Documented issues and solutions for internal and external reference, ensuring clarity and conciseness.• Maintained expertise in Azure services through training and industry engagement.• Served as a technical advisor, offering best practices for Azure Active Directory utilization.• Contributed to organizational improvement by collaborating with sales, marketing, and product teams.• Monitored customer feedback and usage data to identify opportunities for enhancing Azure services and support.

• Monitored supplier delivery and technical tasks to ensure compliance with company policies and procedures.• Collaborated with Project Managers to achieve project goals within specified timeframes.• Validated new orders, progressed them through ticketing systems, and ensured timely completion of delivery.• Facilitated communication with customers to keep them informed of progress.• Liaised with technical engineers to provide necessary information for service request design and supported them during implementations and troubleshooting.• Managed extra requests from Interoute partners and facilitated communication with sales engineers for solution validation.• Maintained strong customer relations, handling escalations and prioritized cases reporting to management.• Developed mentoring relationships and provided training for incoming staff.

• Managed and supervised the team to ensure efficient performance of duties.• Oversaw timely handling of flights, maintaining strict adherence to safety, security standards, and legal regulations.• Demonstrated leadership during urgent situations, taking decisive actions to resolve issues effectively.• Cultivated and maintained positive relationships with customers and passengers, prioritizing exceptional service and satisfaction.• Conducted training sessions for employees and newcomers to ensure a high level of competence and adherence to protocols.• Implemented strategies to enhance operational efficiency and customer experience, contributing to overall departmental success.

• Conducted passenger check-in for customer airlines, ensuring accuracy and compliance with travel regulations.• Verified and controlled travel documents, adhering to established procedures for inbound and outbound flights.• Provided assistance to unaccompanied minors and passengers requiring support, ensuring their comfort and safety.• Prepared comprehensive flight documents for handover to customer airlines, facilitating smooth operations and timely departures.

• Conducted passenger check-in for customer airlines, verifying travel documents.• Ensured strict adherence to procedures for both inbound and outbound flights, maintaining operational efficiency.• Provided assistance to unaccompanied minors and other passengers requiring support, prioritizing their comfort and well-being.• Prepared and organized flight documents for seamless handover to customer airlines, contributing to efficient flight operations