• Accountable for service delivery based on best practices frameworks and ISO standards "such as ITIL, ISO 20K, SAFe, etc.", meeting customer expectations, and driving future demand.• Maintaining high performance levels for service-related processes as "Incident, Problem, Service requests, Change, release, Asset and configuration, Service catalogue, SLA, SLA automation, etc.", and implementing regular and continues improvement activities.• Leading Service assurance team, including staff… Show more • Accountable for service delivery based on best practices frameworks and ISO standards "such as ITIL, ISO 20K, SAFe, etc.", meeting customer expectations, and driving future demand.• Maintaining high performance levels for service-related processes as "Incident, Problem, Service requests, Change, release, Asset and configuration, Service catalogue, SLA, SLA automation, etc.", and implementing regular and continues improvement activities.• Leading Service assurance team, including staff recruitment, performance assessment, training, mentoring and motivation.• Building strong interpersonal relationships with teams and stakeholders to enable effective dialogue exchange between departments.• Working on validating new RFPs to define the customer requirements and build required proposals.• Acting as escalation point for Service assurance team. Show less

* Applying the change management activities within a structured process framework. * Evaluating the change impact and organizational readiness to limit potential risk. * Authorize minor change requests and coordinate with the Change Advisory Board for changes presenting higher risk. * Evaluating Requests for Change (RFCs), impact of change, and affecting CIs. * Attend Change Advisory Board (CAB) to get high impact changes authorized. * Tracking all changes status from open… Show more * Applying the change management activities within a structured process framework. * Evaluating the change impact and organizational readiness to limit potential risk. * Authorize minor change requests and coordinate with the Change Advisory Board for changes presenting higher risk. * Evaluating Requests for Change (RFCs), impact of change, and affecting CIs. * Attend Change Advisory Board (CAB) to get high impact changes authorized. * Tracking all changes status from open to close to be sure that changes are implemented and delivered as customer expectation. * Log changes in two systems, SNOW and gAHD. * Monthly reviewing the quality dashboard of changes and define the gaps which needs to be corrected. Show less

• Working as a service owner for 2 services: o BYOX : www.byox.vodafone.com o EOP: www.vodafone.com/business • Working with the PM on any projects related to the service (new integration, Upgrade, New releases).• Responsible for all incidents, Problems and Changes related to the service and to be sure all of them are related.• Working on Remedy and Responsible to be sure that all tickets recorded with the highest degree of accuracy and under Vodafone… Show more • Working as a service owner for 2 services: o BYOX : www.byox.vodafone.com o EOP: www.vodafone.com/business • Working with the PM on any projects related to the service (new integration, Upgrade, New releases).• Responsible for all incidents, Problems and Changes related to the service and to be sure all of them are related.• Working on Remedy and Responsible to be sure that all tickets recorded with the highest degree of accuracy and under Vodafone Policy’s.• Weekly/Monthly reports relayed to the service, SLA and the service availability. • Get the required approvals from the Business owner and attend The weekly CAB meeting to discuss and get the approvals for all planned changes.• Working with the operation team to ensure that any incident or problem is within the SLA.• Working with the operation team to convert manual tasks to be automated to decrease the operation time, and to achieve our yearly KPIs.• Weekly and monthly meeting with service manager\technical lead to ensure that our services are working fine and match the SLA.• Reviewing and updating the documents related to the service as (Run-book, IOD, support model, etc).• Attend the deployments of any new patches or upgrades to ensure that we are matching the deployment plan and matching the change window and to avoid any unplanned outage.• Align and realign all ITSM process to ITIL best practices to ensure that we met our targets.• Working on Asset management to be sure that all assets/configuration item have a relation to the correct service.• Responsible for all activities on service decommissioning and service retiring. Show less

Responsibilities and duties :• Installing and configuring windows servers and Active Directory, DNS, DHCP, WSUS, WDS, ADC, File Server,…• Managing Our Domain Controller and all related Polices, Users, Computers and Groups.• Manage our additional Domain Controller making sure that synchronization with our DC is up & running.• Managing Our Antivirus Server and all related policy and make sure that every connected Pc or Laptop has an antivirus, activated, and working as… Show more Responsibilities and duties :• Installing and configuring windows servers and Active Directory, DNS, DHCP, WSUS, WDS, ADC, File Server,…• Managing Our Domain Controller and all related Polices, Users, Computers and Groups.• Manage our additional Domain Controller making sure that synchronization with our DC is up & running.• Managing Our Antivirus Server and all related policy and make sure that every connected Pc or Laptop has an antivirus, activated, and working as agreed.• Manage remote servers in different locations using remote desktop or other tools.• Backup and Restore our file server and all related Data, and archive all data related to old employees• Installing and configuring Network Cameras (IP Cameras) like VIVOTEK, and make sure that it is recording all the day and restore any recorded Videos.• Administrate Fortigate Firewall and all related policy’s (Add, Delete or modify), and synchronize it with our domain controller and all related groups, and make sure VPN is working and it can be accessed only by inside & outside authorized users.• Configuring access point and wireless using DMZ for more privacy and security.• Microsoft Office and Outlook Configuration 2003, 2007, 2010, 2013, using google App Sync to synchronize our emails with outlook.• Manage and administrate our Emails by G-Suite Google (Add, Modify, and Delete) and manage Google Vault to restore all data we need.• Administrate Our Avaya Call Center and related IVR.• Manage and Administrate MYPBX Call Center by creating IVR, Modify it and all tasks related to Extensions.• Manage all attached IP-Telephone and make sure that all our extensions exists, and has its related policy.• Infrastructure installation and Connecting Patch Panel, RJ45 Modular Jack, and Patch Cord by Punch down Tools.• Manage Information Technology related to our sisters’ companies (Alliance and Medirisk) related to (Infrastructure, Data Server , Communications ,Emails and Websites ) Show less

Fully Outsourcing and responsible for all related Information Technology Dept and must solve all the company problems in only one visit/week to the following Companies:• Office Express Company.• Securitas Company.• Climax International Recruitment Company.• TRIPTANZA Company.• SAFEWAY Company.• Midwest Universities Consortium for International Activities Agriculture and Rural Income (AERI) project (USAID Project)• Nefertary, one of the most famous products is Sparkle… Show more Fully Outsourcing and responsible for all related Information Technology Dept and must solve all the company problems in only one visit/week to the following Companies:• Office Express Company.• Securitas Company.• Climax International Recruitment Company.• TRIPTANZA Company.• SAFEWAY Company.• Midwest Universities Consortium for International Activities Agriculture and Rural Income (AERI) project (USAID Project)• Nefertary, one of the most famous products is Sparkle Shampoo Company.• Alnoba Travel Company.• Maamoun Group Company.• BEYOOT Engineering & Contracting Company.• New Vision Company. Show less