Ayman Motaweh

Experience

• 

  IBM

  Jun 2000 - Jun 2002

  Presales Technical Consultant

  Presales Technical Specialist for IBM Document and data management applications like for ( IBM-Content Manager ,E-Client ,EIP, IBM-On Demand )

• 

  Nile telecom

  Jun 2002 - Aug 2005

  Senior DBA and System Administrator

  • Managing team of 6 DBA & system Adm. Experts • Manage all the telecommunication activities for Ringo Network .• Monitoring and admin all Payphones data through Payphone management system and SQL 2000 servers.• Providing OLAP cubes for revenue, and call durations info to other departments.• Responsible of business development.• Support the expansion of Company projects in new areas.

• 

  Orange Business Services

  Sept 2005 - Jun 2009

  Central Application Support team leader

  • Lead a team of 8-14 expert for IT&S Service Delivery Services area• Hire, drive, coach, motivate team members• Grow functional expertise on a specific Ordering/provisioning application which represent the service delivery chain .• Provide expertise in diagnosing complex incidents • Constantly improve/enrich the support operation process (internally and with external interfaces)• Monitor process efficiency by producing and analyzing support operation KPIs• Manage major crisis and Coordinate with problem management • Report progress/issues to management• Produce root cause analysis• Manage communication to the users community through the crisis resolution• Assist in application maintenance operations to ensure service continuity Show less

• 

  Orange Business Services

  Jun 2018 - now

  Senior quality and CSM manager

  My responsibilities is to assure the IT service quality targets set with the business Representative are meeting the right levels of quality, improve the Quality Of Service for internal IT services supplied by Organization to meet Business expectation.Main activities/tasks :• Review and validate SLA and OLA for new services • Update the service catalog provided by IT Organization • Process optimization and creativity• Work with operational teams in order to specify, adapt and create KPIs to produce Quality Of Service reports,and present it to global IT management.• Responsible for Service Improvement plans (SIP process ) ,communicate progress to business owner including main problem management items relevant to that service . Show less