- Manage continuous communication between technical teams and customer - Supervise all technical change implementations for different fixes, hotfixes, releases, rollbacks either according to schedule either under emergency change process- Chase and update open incident tickets with the necessary information- Manage highly escalated / impacting incidents under the stress of a continuously developing network- Participate in ad-hoc meetings and provide reliable input to the involved 3rd parties- Follow up on technical implementation process- Provide analysis on incident backlog, root cause of open issues and action items- Develop processes based on improvement plan - Report SLAs, incidents and progress internally and to the customer - Using: BCRemedy, I2K, BOMP

- Platform monitoring through different tools like : i2000, B-healthy(BOMP) - Service Desk supervision and knowledge transfer - Platform troubleshooting (LINUX and SQL) – using CyberArk - End to End fault Diagnosis/Connectivity issues - Implement changes into the system in order to fix issues or to modify the data character - Problem identification and Root Cause analyses - Creating and Updating related work instructions - Monitoring and fixing issues related to the billing system - Providing test evidences for changes that are going to be implemented - Customer Service Management referred to as Customer Care - Assigning and solving tickets according to the defined SLA – using BMC Remedy ticketing system - Data analysis and logs collection - Extracting data and sending daily reports to the customer - Supporting the project during night shifts as the only back office engineer in the office, encountering and solving issues before they escalate - Correcting necessary data in order to fix failed orders and ensure a good customer experience - Working with several 3rd Parties in a multicultural environment

CRM Offering Management by using the Microsoft CRM Dynamics suite and included the below responsibilities :- ensuring workstation maintenance - creating and designing multiple layouts for offers- creating and operating the offering process- customer relationship support- contract sales