ESLAM FAROUK EBRAHIEM

IT Service ManagerFull Time

• Job Details: Managing strong business relation management with stakeholders.  Defining and designing Operation process, procedures and FWA.  Accountable for the Quality of Service & Team performance, defining and monitoring Team KPIS.  Maintain high performing service support and improvement functions including and IT Service Desk, and VIP Support. Based on (ITIL – ISO20000) methodology.  Leading Service Desk team and Filed Engineers. (25 SD Remote Engineers - 140 Field engineers - 6 Technical Team leads) during Agreed Service Level Management.  Accurate reporting and establishing service improvement activities when required, Based on continual Service Improvement Process. CSI  As owner of the escalation process take ownership of major incidents.  Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.  Champion Service and Support in projects and developing a strong understanding of projects affecting service area and ensuring service impact is minimized and agreed.  Leading technical teams and BA in support during Agreed Service Level Management.  Managing vendors and suppliers, Monitor Performance.  Leading IT projects teams and validate deliverable and efficiency  Managing IT Assets based on capacity and availability process.  Ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.  BPO Business Process Outsourcing experience, and suppliers’ management.

Head of IT Operations & ProjectsFull Time

IT Project ManagerFull Time