Samar Ihab Hussein Email & Phone Number

Orange Business Services

Responsible for:Troubleshoot and handle all complex incidents within the time frame agreed with the businessAccept first level escalations within the teamResponsible for shift handoverMentor junior team members and new comers.Manage and distribute workload among team membersAccurately log all incidents / Inquiries in a timely and effective manner.Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process.Provide continual updates to the Customer and use internal escalation process when necessary in order to meet contractual and performance objectives.Coordinate with all the necessary Orange departments to achieve fault resolution within SLA definitions.Document all troubleshooting and case management actions via the ticketing systems.Ensure on time resolution, by escalating to the appropriate experts and management when necessary.

Responsible for:Configuration of Switches and Routers at the customer site.Troubleshoot switching and routing issues and resolve them.Maintain all network devices according to the SLA definitions.