Orange Business Services - Service Lifecycle managerApril 2021 - Present In charge of all RUN processes for INTL domain customers, with VOICE services. In charge of SIPs regarding the VOICE service. In charge of delivering necessary trainings to customers, operation teams and CSMs. In charge of dashboard analysis within the VOICE service and analyzing the performance indicators of service weather report. In direct contact with Product owners, ENG team, Ops teams, Service management team to what is related to the service and it’s featured releases.

 Leading the dedicated team in charge of account management in RUN phase. Service director and unified communication tower lead. In charge of operational dashboard maintenance and being focal POC to customer Knowledge transfer and up-skilling team, and coaching, mentoring account team Focal point of contact in case of escalations and value generation new opportunities. Measuring service quality and identify areas of improvement to maintain customer satisfaction.

 Lead service manager for OBS large accounts Operations readiness program manager in transitional phase Coaching new service managers and analysts Ensuring Handover from project team to Operations in place Focal point of contact to customer Reporting delivery of all service management aspects

o Customer Service Strategy; ensure all internal and external stakeholders agree and understand roles and responsibilities.o Ensure successful program management through coordinated management of a portfolio of projects / activitieso Ensure customer sees and feels Orange Business Services delivery as a seamless team irrespective of internal / third party structures; manage Account resource per service.o Identify and mitigate risks (failure or delay); ensure appropriate levels of business contingency / continuity are in place.o Proactively review overall service requirements with business users; identify gaps and opportunities, help users articulate needs.o Continually review efficiency of Orange Business Services processes to ensure delivery of world-class innovative solutions

 In charge of incidents diagnosis using software diagnostics tools Accountable for incidents management within the SLA and respective teams Perform and owning technical management & escalations inline with contractual terms.

• Evaluation of Information Technology (IT) General Controls: to ensure alignment of IT environment with financial reporting objectives. This include assessments of the company control activities over IT operations, security, system change management & development. • Information Technology Internal Audit: to evaluate and validate the efficiency of the IT operations• Shared in reviewing special assignments as DSP (Disaster recovery plan), BCP (Business continuity plan) and internal auditing for different clients.•Retain manager: Handling PwC staff over the Middle East schedules for their assignments and leaves in order to allocate each employee in the suitable assignment according to his/her qualifications and to balance their leaves.