Ehab El rayes

Senior Service Operations Engineer

• Job Details:Quickly identify & resolve service/infrastructure issues. Expert in incident management, major incidents, service & change requests. Perform configuration, design & implementation for systems. Ensure system functionality per SLAs & contracts. Apply ITIL v4 for efficient IT service management. Hands-on with ServiceNow for workflow automation & service delivery. Manage serverless sites via Workspace ONE. Skilled in Windows Server administration & group policy management.

Senior Support Engineer

• Job Details:Manage hardware and software for all users in stores. Active Directory administration for users. Help tune performance and ensure high availability of infrastructure for all stores. Responsible for all systems in production: incidents, problems, and proactive activities, embedding the ITIL standards. Responsible for managing more than 148 branches in Egypt in terms of operations and developments with a team of professionals. Resolve any issues and incidents and service requests on the B.Tech ticketing system about daily operations. Manage all vendors and any new technology will deploy in B.Tech.

Senior System & Operation Engineer

• Job Details:Manage hardware and software for all users inside and outside the head office. Active Directory administration for users. Design and develop infrastructure monitoring and reporting tools. Provided second-level support to the internal help desk team to resolve users' issues with specific applications. Responsible for managing more than 26 sites in the Middle East in terms of operations and developments with a team of professionals. Resolve any issues and incidents and service requests on the international PepsiCo ticketing system at Amena accounts about daily operations or handle any ticket with the SCCM team and BT team and Polycom team. Working and managing MS O365 admin center.