Moheb Aziz

Experience

• 

  Orange Business Services

  Nov 2014 - Mar 2022

  Responsibilities:• Ensuring operational processes are in line with the service level agreement.• Ensuring smooth handover to operations from projects.• Delivering a monthly service review to my Customer for all operational processes.• Attending to escalations from Customer's IT management for any operational processes. • Reviewing and delivering root cause analysis reports to the highly impacting incidents. • Ensuring continuous service improvement for all operational processes. Show less I was the second point of escalation for my Customer in the escalation matrix.Organising the Team's Roster to ensure full availability and support to our Customer 24/7.Handling all critical and escalated incidents - ensuring communication and support are delivered to the Customer to drive the incident in the right direction and restore the services within Service Level of Agreement.Organising daily service review meetings with the Customer to review all incidents in the backlog.Weekly and Monthly Reporting to the Customer using trend analysis data and diagrams to provide an overview of the progress of the team's performance to maintain the Key Performance Indicators (KPIs). Show less I was the first point of escalation for the Customer in the escalation matrix.Organising the Team's Roster to ensure full availability and support to our Customer 24/7.Handling all critical and escalated incidents; ensuring communication and support are delivered to the Customer, and driving the incident in the right direction to restore the services within Service Level of Agreement.Improving the quality of service delivered to our Customer by transferring the knowledge to all team members in the known-error database.Organising daily service review meetings with the Customer to review all incidents in the backlog.Weekly and Monthly Reporting to the Customer using trend analysis data and diagrams to provide an overview of the progress of the team's performance to maintain the Key Performance Indicators (KPIs). Show less

  • Customer Service Manager

    Apr 2019 - Mar 2022

  • Problem Manager

    Apr 2017 - Apr 2019

  • Interim Service Desk Manager

    Apr 2017 - Jun 2017

  • Team Leader/Deputy Manager

    Dec 2015 - Apr 2017

  • Incident Management Specialist

    Nov 2014 - Dec 2015
• 

  VMware

  Mar 2022 - now

  Customer Success Manager

  Responsibilities:• Onboarding new customers and educating them on how to use our products.• Holding product Demonstrations for customers.• Advocating for the company and explaining to customers how they can meet their business goals.• Sustaining business growth and profitability by maximizing value.• Mediating between customers and the company.• Handling and resolving customer requests and complaints.