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Work Background
VMwareCustomer Sucess Manager
Nov. 2021 - Apr. 2024IrelandResponsible for driving customer adoption and expansion for VMware Cloud on AWS. Working directly with the customer to translate their use cases into success plans that are designed to expedite value realization with the service. By acting as the customer’s primary point of contact for their subscription investment, I work on addressing and remediating all questions or concerns related to the service thereby supporting increased consumption and health scores.
Orange Business ServicesService Operations Manager
Oct. 2015 - Nov. 2021Cairo Governorate, EgyptIntervene upstream and downstream of service development projects (Cloud SaaS, from different Cloud Service Providers) for which the purpose is to design, develop and deploy new products or product evolutions, even handle Change Management process needed for the current services to mitigate risk and impact. Ensure the work instructions used by the operational entities are up to date. Responsible for a service consumption right after handover from the Service Implementation Expert (SIE) which takes place prior the service commercial launch. Make sure that service is meeting customer expectations, by handling a monthly touchpoints with customer/users and analyzing the performance/service consumption through daily reports. Participate to pilot phases by supporting Operations during services launches Initiating and conducting SIP (Service Improvement Plan) following any consumption/service disruption. Contribute to the Problem Management related to processes and tools Contribute with the Product Manager to tackle technical challenges/feature requests enquired by customers. Ensure the "Service Transition " and "Service Operation" process tools and documentation are always up-to-date. Contribute to the monitoring of the "Business Cases". Review Request for Change (RFC) requests to ensure compliance with change management process and stakeholders. Manage Change Advisory Board (CAB) meetings in region and participate in global CAB meetings when required.
Orange Business ServicesCrisis and Problem Manager
May. 2013 - Oct. 2015Cairo Governorate, EgyptManaging the execution of Crisis & Problem Management processes of different services within Orange Business Services based on accepted ITIL processes. Provide guidance and recommendations to IT Senior management vital decisions by creating periodic executive summaries of main technical issues root causes and recommended areas of improvements. Responsibilities • Initiate and chair the Crisis conference calls and lead the responsible technical teams in case of a crisis till the resolution of major issues impacting business.
• Proactively analyzing output from Event Management tools, incident stored into trouble ticket tool (BMC Remedy), RCA portal analysis documents, application response time/performance study, to identify weak components that may impact business and users experience. • Assist and provide technical information to SLM (Service Level Management) group during monthly services review.
• Work on finding a workaround or solution to restore the service as soon as possible.
• Drive and lead SIP (Service Improvement Plan) process for needed services.
• Provide valuable recommendation to Availability and Capacity Management processes as per the root cause analysis of related problems.
Orange Business ServicesCapacity Manager
Sep. 2011 - Apr. 2013EgyptAchievement to lead the Data Center Infrastructure utilization effort focused on optimizing efficiency, and minimizing waste through automation of processes, that generate multimillion-dollar cost savings per year. Responsibilities • Ensure capacity management is done on a continuous basis to both optimize the current infrastructure & anticipate future needs based on business forecast for assigned Customer or Service.
• Monitor regularly assigned Customer/Service infrastructure platforms capacity and ensure to proactively detect and fix any capacity issues and prevent it from happening within contractual terms.
• Escalate and report proactively capacity trends and performance indicating a future or an existing problem and contribute in solving the problem.
• Provide reports using historical data analysis, business forecast, and activity model to get a clear vision on level of investment to be anticipated to support business evolution to avoid negative impact on services.
• Reduce capital expenses for new physical servers and facilities.
Orange Business ServicesServer Management Support Expert (IT and Datacenter project manager)
Apr. 2006 - Sep. 2011EgyptProviding second level of support for proactive and reactive incidents for Application servers, Windows Operating system and Hardware. Responsible for analyzing customers' applications (FTP, HTTP, WSUS ... etc) on the windows servers. Implementing Windows servers for various customers and projects. Managing Ftp servers for customers. Evaluating, validating and implementing changes requested by customer, after risk and impact validation with CAB meetings. Maintaining the availability of IT services. Documentation for all incident, change, and release management activities for all lines of business. Communications with all stakeholders including supporting our first level support teams.
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