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Mohammed Salah AbdelGhaffar

Senior Banking Application Support at Fawry Banking & Payment Technology Services

New Cairo, Cairo, Egypt

Work Experience

  • Senior Banking Application SupportFull Time

    Fawry Banking & Payment Technology Services

    Jun 2021 - Present -4 yrs, 1 month

    Egypt , Giza

    • Job Details:• Supporting all FAWRY Products with a strong knowledge of E-Payment solutions and various business flows. • Provide problem-solving related to the company application; functional and technical. • Ensure compliance of support delivery and case resolution with stated service level agreements(SLAs) • Implementing Fawry products at the banks, and supporting them during their testing and going-live life cycle • Working with different types of Databases (Oracle, SQL Server, DB2), along with implementing/supporting/tuning different types of application servers (IBM WebSphere Application Server, and Apache Tomcat)
  • Product ManagerFull Time

    eVision-World Class Software solutions for the Banking Industries

    Jan 2020 - Feb 2021 -1 yr, 1 month

    Egypt , Cairo

    • Job Details:Product Manager at eVision World Class Software solutions for the Banking Industries • responsible for the product planning and execution throughout the Product Lifecycle • Define the product strategy and roadmap • working closely with engineering, sales, marketing and support to ensure revenue and customer satisfaction goals are met • Deliver PRDs with prioritized features and corresponding justification • Perform product demos to customers • Brief and train the sales force at quarterly sales meetings • Brief press and analysts and go on press tours
  • Application/Technical Support Team Leader at eVisionFull Time

    eVision-World Class Software solutions for the Banking Industries

    Feb 2017 - Jan 2020 -2 yrs, 11 months

    Egypt , Cairo

    • Job Details:Application/Technical Support Team Leader at eVision World Class Software solutions for the Banking Industries • Supporting all FircoSoft Products, Swallow Tech Reconciliation system (Carat Products) & CORZAP Swift Archiving System with a strong knowledge of various business flows. • Implementing all eVision Software Solutions & integrating them with the New Clients. • Providing Business & Technical Trainings on all eVision Products. • Provide problem-solving related to the company applications whether Technical or Business. • Recreating, tracking, and verifying software defects reported by Clients. • Communicate effectively with customers, including detailed explanation of the issue and providing resolutions and callbacks and follow-up on their issues. • Assign the issue to appropriate team and follow up in case of release hot fix or new build on ticketing system
  • Application Support EngineerFull Time

    Fawry Integrated Systems

    Jan 2015 - Feb 2017 -2 yrs, 1 month

    Egypt , Cairo

    • Job Details:• Supporting all FAWRY Products with a strong knowledge of E-Payment solutions and various business flows. • Provide problem-solving related to the company application; functional and technical. • Recreating, tracking, and verifying software defects reported by customers. • Own and resolve all customer issues for all Fawry Products. • Reproduce issues from customers' description of the problem and/or from customers' code snippet. • Identifying root causes of the problems contributing to the gap from desired performance. • Troubleshoot, diagnose and resolve customer issues independently. • Communicate effectively with customers, including detailed explanation of the issue and providing resolutions and callbacks and follow-up on their issues. • Assign the issue to appropriate team and follow up in case of release hot fix or new build on ticketing system • Ensure compliance of support delivery and case resolution with stated service level agreements (SLAs) • Interfacing and establishing strong working relationships with all our parties internal and customer like L3 & Middleware/ Admin teams, Banks, Billers and Third-Party Vendors”. • Providing feedback from customers to product management and engineering teams via appropriate systems handling customer technical escalations. • Write a knowledge-based article for every new issue you resolve • Weekend on-call coverage for production issues. • Responsible for Integrations with new billers, new bank channels.
  • Education

    • B.A. in Electronics and Communication Engineering in Communication

      Arab Academy for Science, Technology and Maritime Transport (AAST)

      Jan 2008 - Jan 2013 - 5 yr

    • High School - Thanaweya Amma

      Modern Manar Language School

      Jan 2008 

    Skills

    • Swift
    • Troubleshooting
    • Technical Support
    • operation
    • installation/maintenance
    • Oracle SQL
    • SQL Server
    • Fircosoft
    • Team Leadership
    • IBM WebSphere
    View More

    Languages

    • Arabic

      Fluent
    • English

      Advanced
    • French

      Beginner

    Training & Certifications

    • Agile Process, Project, and Program Controls

      University of Maryland·2020
    • Agile Project Management

      University of Maryland·2020
    • Agile Leadership Principles and Practices

      University of Maryland·2020
    • Agile Innovation and Problem Solving Skills

      University of Maryland·2020
    • Applied Scrum for Agile Project Management

      University of Maryland·2020
    • Sprint Planning for Faster Agile Team Delivery

      University of Maryland·2020
    • 1Z0-051 Oracle Database 11g: SQL Fundamentals I

      New Hurizon·2015
    • Orcale DataBase Admin OCA

      Next Academy·2014
    • Oracle DataBase Admin OCP

      Next Academy·2014
    • Basic SQL

      2014
    • Embedded C Prog

      AMIT·2013
    • Embedded Systems

      AMIT·2013
    • C Programming

      2013
    • Embedded Systems

      2013
    • CCNA

      Center·2012
    • Mobile

      Sky Academy·2012
    • CCNA

      2012
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