Marina Nagib

Experience

• 

  Orange Business Services

  Apr 2015 - Mar 2018

  • Responsible for managing the life cycle of all Problems. The primary objective is to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.• Single point of contact for one or more problems• Responsible for Ownership and Coordination of actions of those problems • To analyze root cause, identify Known Error and coordinating actions to fix the error• To review the Problem Trends and Planning and Driving Improvement Plan• To be proactive in identifying problems, analyse and recommend Service Improvement Plans with the possible solutions obtained from technical teams for department or business unit.• Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)• Prevents the replication of Problems across multiple systems• Reviews the efficiency and effectiveness of the Problem control process• Detection of potential problems using resources monitoring • Monitors the effectiveness of error control and makes recommendations for improvements• Maintains inventory of problems under analysis and their current progress and status• Responsible for acting as an escalation point to expedite problem resolution.• Accountable for the delivery of Root Cause Analysis and problem resolution within given target duration.• Responsible for the complete process adherence and handling of problems according to SLAs• Follows up issues and progress with problem owners where necessary• Updating KEDB• Produces Problem Management reports and management information• Coordinates meetings to resolve problems Show less

  • Problem Manager

    Apr 2016 - Mar 2018

  • Network Support Engineer, Telco

    Apr 2015 - Apr 2016
• 

  Dell EMC

  Apr 2018 - Oct 2020

  Technial support engineer 2 – Connectivity

  Applies advanced systems level technical expertise to resolve standard to highly complex customer issues. Customer issues may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Partners, Customer Engineers, remote maintenance calls, Chat and Web Support Calls. Accepts escalations requests from other technical team members as the subject matter expert. Uses knowledge gained from prior job related experience to independently determine service level severity and assess when and how to escalate to other resources within the organization. Works closely with engineering and cross functional team in resolving customer issues. Identifies, develops and implements problem resolutions and follows standard practices and procedures. Acts as a remote customer advocate for selected accounts. Identify and document with management to proactively revise current procedures and tools to improve customer satisfaction. Expected to develop and participate in solutions training and problem resolutions skills development. Develops broad knowledge of the organization's mission and strategy and relates it to day-to-day issues. Show less

• 

  NCR Corporation

  Oct 2020 - Oct 2021

  Global Quality and Process Improvement Manager

  Audits the operational processes and practices to ensure their compliance against the dictated customer.Devising and directing the NOC's quality management and governance metrics , procedures and standards in alignment with the ITIL framework and other related industry practices.Acts as a Quality and Performance Project Manager; leading and managing all quality and performance improvement projects as part of the CSI (Continual Service Improvement) process. Produces NOC business KPIs and performance reports and raise the required recommendations to the NOC management. Acts a global escalation point for quality and process compliance aspects. Hosting and leading regular quality and process compliance forums with the NOC management team to report and track the captured challenges. Interfaces with all internal (Service Managers, Transition Manager(Customers and Partners) stakeholders to ensure the effectiveness and efficiency of the global process and drive any needed improvement actions. Develops and directs the NOC processes and interlocks to ensure the delivery a qualified customer support model. Ensures that all processes are adequately defined, documented, communicated, and promoted, and delivers all the needed process trainings as required. Show less

• 

  _VOIS

  Nov 2021 - now

  • Act as project/delivery manager directing and support the cross-functional project delivery team by developing a clear vision of successes • Identify all stakeholders, suppliers and delivery functions at kick off, build strong relationships that are nurtured and constantly reassessed through lifecycle• Creates a detailed project/program plan, using Transformational Flows, identifying the resources required, project interdependencies and critical path, including all the activities that the business need to do to prepare for new technical or business components identifying the projects within the Program plan• Plan & Manage the people utilization, including recruitment, competency profiles and development for duration of the engagement• Initiate and influence relationships with and between key stakeholders, external and internal• Continuously check that the project deliverables innovatively deliver business and technical change that drive forward Vodafone’s transformation• Defines the project Risk & Change strategy. Maintaining regular risk management and mitigation planning, ensuring all stakeholders are fully informed of risks and potential impacts.• Ensures quality assurance standards are applied across the program & project work streams.• Ensure suitable Program & Project Status Reporting mechanisms are put in place• Produce regular, ad hoc and exception reports in line with the agreed communications plan.• Ensure timely and accurate reporting, covering aspects (Budget, Timelines and Quality) of scope, outcomes and performance against agreed critical success factors, KPIs and benefits tracking.• Maintain accurate financial reports. Maintain document library for project/program, and produce project/Program level Lessons Learned & Closure reports• Ensure that strategic outcomes expected by the projects/ program are aligned to benefits realization plan, and that benefits tracking process is in place and managed effectively. Show less Responsible for supporting the business in achieving the objectives of the portfolio and project management function .Working closely with head of project management officer to help define , implement and continously improve project management processes, standards and governance across the business.Participate in projects and implementation of project management and DMO processes from the buttom up.Generating business focused reports and demand activities from other OPCO's .Participating in govern multiple projects conflicting priorities, tracking, reviewing and reporting changes .Delivering projects on time within agreed budget and quality fulfilling the requirements and expectations agreed with stakeholders. Show less

  • Technical Delivery Project Manager

    Feb 2023 - now

  • Project Manager / Delivery Management Officer

    Nov 2021 - Feb 2023