Mohamed Gomaa

Experience

• 

  ITSoft

  Jun 2007 - Apr 2008

  Software Developer

  Mobile Billing Systems Developer• Development of Mobile Operators Billing systems with the business and technical requirement of the Customer (MTN, Zain and Etisalat)• Design the needed software modules and functionality for the billing backend and network layer interactions using C++ over oracle 10g DB.• Create the needed modules, APIs and interfaces for the Mobile Network components for CDRs processing and customer provisioning functions.• Create software APIs and interfaces for java-based data processing and reporting modules and application web interfaces.• Updating the product old libraries and APIs to meet the customer requirements and the new product modules compatibilities. Show less

• 

  Vodafone

  Apr 2008 - Apr 2016

  IT Service Management Platforms Senior Engineer - CoE• Providing Incident Management, Problem Management and Change Management for Vodafone Group Centralized ITSM (BMC ITSM suite).• handling Capacity Management and Vendor Management to fulfill migrations projects and system transformations.• Provide System consultancy for the new customers onboarding and system interfaces and new customers’ demands.• Technical delivery manager for the current projects, and maintain the compliance with Vodafone process and security rules. • Leading Demand management process for customer requirement delivery, ensuring efficient communication with customers, stockholders and other involved parties.• Provide system analyzing for performance and trending to ensure the system performance and identify proactive needed actions and development areas. • Coaching the Operation team engineers and manage shared Knowledge Base and documentations for operation excellence.• Create and maintain customers’ user guides include service feature and Vodafone processes guides. Show less Vodafone Group Global Consumer Services Platforms Engineer.• Provide Incident and Problem management for Vodafone Group centralized consumer services (i.e., Vodafone Live, VDMS, MMS, PPRTU, Vodafone 360 and billing system)• Collaborate with Global Data Center team to maintain the service KPIs and optimize services performance. • Provide 4 hours support for high impact incidents and systems alerts.• Provide Support and development of support tools and operation automation, for other Global Operations teams (i.e., Automation SHELL, LFT and operations KPIs reporting consoles) • Provide Service KPIs dashboards for the management include performance analysis and further services improvement Processes. Show less

  • IT Service Management Sr System Engineer

    Jun 2011 - Apr 2016

  • Global Services Platform System Engineer

    Apr 2008 - Jun 2011
• 

  Vodafone Shared Services

  Apr 2016 - Jul 2019

  Leading the IT Service Management Engineering team.• Managing the ITSM Core Engineering team, providing R&D and innovation features for ITSM and Digital transformation support.• Solution Architect for the Service Management domain, designing the needed services and tools for Digital transformation enablement.• Managing L3 operations team (incident management, change management and problem management) for services management domain.• Responsible for capacity planning for the platforms and Services (Infrastructure components and solution licenses)• Maintain continuous Delivery process for the customers’ requirements, business demands in alignment with project management team and service owner.• Deliver the needed reports and dashboard to the product and service management to support Analytics for decision making and service enhancement. Show less ITSM Solutions Consultant and system Architect – ITSM CoE• Technical business analyst, driving customer’s requirements transition to ITSM Suite features capabilities.• Design and build ITSM suite solutions and enhancements, responsible for business continuous improvement process.• Demand and delivery management lead, maintain the demands delivery and quality, responsible for customer communication and announcements.• Lead the Solution build and delivery, build system infrastructure and applications layers, Solution configurations and performance tuning.• Provide the needed operation guides and system automations and monitoring tools/script, train the operation team on system.• Responsible for vendor management, maintain cases and issues investigations and solutions, delivery of latest application patches and hotfixes.• Develop the needed Service Monitoring and Service KPI to support the operation engineers.• Develop Data Migration Tools and Scripts to support in the project’s delivery for the new environments. Show less

  • IT Service Management Tech Lead- ITSM CoE

    Apr 2018 - Jul 2019

  • IT Service Management Consultant - ITSM CoE

    Apr 2016 - Apr 2018
• 

  TE data

  Jul 2019 - Mar 2021

  Service Assurance Unit Manager

  Managing OSS Unit responsible for Digital platforms• Manage the technical team responsible for Digital tools development and support for OSS sector for Telecom Egypt. • Business and Technical analysis for OSS divisions requirements for ITSM, fault management, Process automation and capacity planning platforms.• Solution Architect for the needed processes and Digital platforms to fulfill the business requirements.• Manage the Delivery process for the Digital platforms, including vendors management, project management and development team backlog and deliverables for in-house developed tools.• Manage the PoC activities and create the RFP documents for Services and Manage the Vendors’ technical assessment and selection process.• Manage the Digital platforms Operation teams, include application support team and Infrastructure Support team. Show less

• 

  _VOIS

  Apr 2021 - now

   Major developer of the Reference Architecture for ITSM pillar within the Service Operation Domain. Definition of the Architecture Roadmap to underpin Product Roadmap and Strategy. Design the reference architecture according to Vodafone Group Security & Compliancy policies. Final governance of all architectural and technology decisions within the scope of ITSM platforms. Ensuring that ITSM Engineering teams collaborate on the delivery of Low-Level design patterns and provide signoffs for the designs. Alignment of the Reference Architecture and Architecture Roadmap for ITSM with other Domains and major engagement with customers and stakeholders. Contribute with Delivery Management teams to achieve Vodafone SAFe transformation strategy, following IT4IT architecture standard model. Working with internal and external partners to create communities of practice that accelerates and integrates our ITSM capabilities through a balance of reuse and innovation. Builds the development plan for the team members and ensures that they are permanently available, so as not to jeopardize the development of the platform components. Responsible for ITSM Services communications with the Engineering teams, customers, and main decision-makers and stakeholders. Show less • IT Consultant for Technology_VOIS senior leadership team provides expert-level IT Operations & tools advisory services.• Design scalable and innovative architecture vision that outlines a plan for consolidating Vodafone local markets tools into a global and central platform.• Create Service Management architecture roadmap and ensure Group IT Operations architecture is fully aligned and executed to deliver value to the business.• Contribute with Delivery Management teams to achieve Vodafone SAFe transformation strategy, following IT4IT architecture standard model.• Contribute to IT Ops program planning activities and provide estimates of costs for project delivery.• Create future ready service management process aligning IT service management processes and DevOps teams’ delivery processes achieving 2025 Tech_VOIS vision.• Contributes to establishing the target Group IT Operations operating model.• Design scalable and standard integration platforms and APIs enabling Service Management and Digital tools events and data transactions.• Design and enabling IPaaS platform, for self-service service management platforms integration and process automation.• Design the Self Service and omni-channel re-innovative platform, enabling IT service catalog, knowledge management and Chatbots. • Design the automation platforms and needed integrations enabling Group IT Operation automation enablement and zero touch program. Show less

  • ITSM Solution Owner - Architect Lead

    Oct 2023 - now

  • E2E Operations Sr Solutions Architect, Engineering & Transformation

    Apr 2021 - Sept 2023