Kareem Mohamad Abd El-Hakim

Service Delivery SupervisorFull Time

• Job Details:● Maintain high-performing service support functions including all IT Applications Support. ● Owner of the Incident, Request, Change, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting, and establishing service improvement activities when required. ● Ensuring coordination of resolving parties for major incidents, effective communication to stakeholders, and post-incidents review. ● Accountable for the quality of Service and performance; ensuring future demand for growth and projects is understood and factored into capacity plans for all associated systems. ● Provide recommendations for Service Improvement Plans and ensure actions are followed through to completion on time. ● Provide regular and accurate management reporting on IT Service performance. ● Operational governance of service vendors to ensure compliance with operational service delivery commitments.

Software Quality LeadFull Time

• Job Details:● Coordinate with developers and product managers to identify system requirements. ● Review the functional specifications, collaborating with the SA team for visibility and possible updates. ● Define test metrics, prepare test results dashboards, and track/report on solution quality. ● Plan for functional and non-functional testing cycles and manage the execution. ● Working closely with the software development team to reproduce and debug issues, diagnose defects and track them from discovery to resolution. ● Lead and mentor QA team members and manage outside contract testers both onshore and offshore to develop and execute test cases, scripts, plans, and procedures. ● Daily stand-up meetings, and weekly status meetings to review finished sprints and discuss upcoming sprints/deadlines. ● Ensure quality in all the deliverables by following QA standards, best practices, and guidelines. ● Acted as a key point of contact for apps teams and project teams for all QA aspects of releases, providing QA services and coordinating QA resources for in-progress projects. ● Developed the strategy testing plans and enablement of User Acceptance Testing for Self-care projects for 3 Telecom operators in Africa (Malitel, Ethiotel & WE), partnering effectively with the business to ensure goals achievement. ● Assisted the business with user acceptance testing (UAT).

BSS Senior ConsultantFull Time