Provide a second level of escalation (L3 support) for Office IT operations. Proficient on supporting any Global Active Directory, ADFS, AD Connect, Office 365 and License assignment. Works on assignments that are extremely complex in nature where a high degree of independent judgment, initiative and technical knowledge are required to resolve problems. Works independently and has ability to handle most unique situations. Involved in performance analysis, capacity analysis and configuration management for servers. End to End ownership of supported services and a acts as mentor for L1 support professionals, participates in training sessions for new comers. Responsible of maintaining and achieving the agreed SLA.Technical Operation: Manage the platform backend servers. Ensure to meet the systems availability for all the backend systems excluding planned outage. Follow-up on the daily health checks and fix problems once they appear on a server. Insure to solve assigned Trouble Tickets (TTS) for the supported systems within SLA.Customer Management: Meet with customers at management and professional level on weekly bases; track complaints, requirements and report.Crisis Management & Escalations: Managing any crisis related to the system. Escalate to vendor and management when needed. Follow the crisis management process.Communication: Notify & escalate status to the Technical Lead, Authentication team. Communicate with cross functional groups and committees as required to handle cross projects or issues.

Provide end to end Second line support to Enterprise Mobility Service platform for all Vodafone enterprise customers, partners, internal staff and/or others on any issues experienced within platform to meet the expected availability and performance levels for the service.Implement Incident & request fulfilment for all customer tickets to ensure providing the services according to the service level agreement.Managing Mobile device management (MDM) technology lifecycle by deploy, configure, manage, support and secure mobile devices through the platform & MDM profiles installed on the devices.

• Monitoring and maintaining computer systems and network.• Talking staff/clients through a series of actions either face to face or over the telephone to help set up systems or resolve issues.• Troubleshooting system and network problems, diagnosing, and solving hardware/software faults. • Providing support, including procedural documentation and relevant reports.• Providing detailed description of the problem and escalating the case through Remedy System.• Handle Helpdesk mailbox, ITRF, and any future written communication tool.• Log all IT incidents reported to Helpdesk on Remedy to meet the ITIL standards, qualify and try to resolve them over the phone remotely.• Forward & track trouble tickets to other IT support teams when required and in a reasonable time• Adhere to SLAs with different cases.• Monitor the operations for all office servers (Windows 2008 and Exchange)• Manage user accounts, Internet access& Access to other resource.• Handling all request through Administrating RSA to Issue, Revoke Tokens.• Working with the active directory to create, modify and delete any object.

o Provide internal inquiries regarding ADSL & Mobile internet products and its supporting products.o Support all 3G devices USB, Smart phones, 3G Routers and guide for advanced technical 3G cases dedicated APN and static IP’s.o Handle Technical Customer’s inquiries & Problems ( WebChat ) using online channelo Handle Second line Technical Requests from Social media channel as well as transferred Webchat.o Handle Internal Chat for all Customer care Channel using ( Yalla N-Chat , Internal Queue ) o Handle Second line Technical requests from All the customer care channels (Enterprise, Consumer, ICC & Retail, business solutions )o Handle Stores ADSL Technical Problemso Handel Static IP configuration on both ADSL & 3G Products (Ready Security, IOT-IP Cam, ready compound)o Handle inquiries related to 3G, 4G (Voice & Data) and ADSL

• Receive Calls from Corporate Accounts (2828 ) plus 52822 ( Prodsl & ADSL compounds Queue )• Receive Technical SRs from 247 and ADSL Express Stores • PRODSL, ADSL and Mobile Internet 2nd line team full roles• Receive external mails from corporate customers ( Technical Complaints )• Communicate with Technology Teams directly and Customer Care stakeholders • Second line access and privileges on the Mobile Network applications, Fixed SDSL Network and ADSL Network .

o Handling customers’ complaints and provide them with updated information as needed in order to meet performance objectives.o Making troubleshooting for all cases related to ADSL and 3G (Smart phones, Vodafone 3G devices).o Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.o Redirect problems to appropriate resource.o Follow up and make scheduled call backs to customers where necessary.

• Trouble, maintenance, and change control tickets within a specific time frame. • Interact with the Customers/Others Units representatives to address service enquiries, operational concerns, and new service requirements. • Troubleshoot and track technical issues to Provide Customer Service resulting in high customer satisfaction scores. • Handling and resolving all customer requests, inquiries, questions, and complaints. • Meeting service level in handling all transactions measured through productivity. reports. • Accuracy in handling all assigned tasks