Wael Mohamed Okasha

Technology Senior Manager Full Time

• Job Details:Initiated & managed RAC, HA and Information Integration teams in Egypt support centre since 2006. I enabled them to handle all types of severities and planned service coverage over weekends in the fastest ramp-up period comparing to other teams and other centres.  Locally managed the performance of the Java Development, AS, DB- Generic and Information Integration teams in Egypt. Also managed similar teams in Europe remotely.  Remotely managed service coverage over weekends and handled the duty management coordination for Europe, Middle East and Africa region.  Actively participated in support projects and lead changes for new business retransformation support models.  Worked as System Technology representative in Egypt center, managing more than 100 engineers in different technologies for 3 years.  Developing people on both the technical and soft skills sides and succeeded in boosting the performance of some engineers from the bottom list to the top performance list of the team.  Ambassador/Leader for new technologies/tools for EG System Team. Roles and Responsibilities:  Managed technical support engineers who were responsible for remotely troubleshooting & resolving customers’ problems in Oracle Database Administration, Backup-Recovery, Performance and networking specializations.  Cross managed the local technical support engineers, working as part of EMEA support team, and covering multiple shifts. The engineers I managed were organized in different functional teams like RAC, HA, II, Java, WLS and AS teams which requires great concentration and flexibility to manage.  Followed up on customer satisfaction to ensure that my teams meet the SLAs and took initiative actions to improve it.  Managed customer escalations, insuring that proper service(s) is provided especially in critical situations and/or for key customers all over the world.  Conducted a bi-yearly Performance appraisal review for engineers who directly reporting to me.  Built and followed-up on career development plans for engineers who directly reporting to me.  Handled the screening, interviewing and hiring the new team members.  Developed and followed up the new hires training and ramp-up plans.  Closely ensured the quality of service delivered by the direct reporting engineers  Worked to get the best productivity from each team member.  Acted as shift duty manager for more than one competency.  Contributed to the Global database improvement projects.