Hazem Zaki Ibrahim

Experience

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  Raya Integration

  Jun 2005 - Nov 2006

  Customer Service Field Engineer

  - Responsibilities:· Installation & Maintenance of ATMs(Automatic Teller Machines) & SUN, HPservers (Software & Hardware).· Technical customer support, dealing mainly with Banks, Oil & Gas, Telecommunication and large industrial firms.· Handling all customer concerned problems & complains received through monthlymeetings & service quality surveys.· Outsourced to Huawei Technologies Co. as an IT Specialist & System-Engineer from 01/09/2006 to 30/11/2006- Main Achievements:· Provided a high level Technical Support Service for end users.· Left a significant positive impression at Huawei Technologies Co. during my outsourcing period there, which encouraged them to renew the service contract with Raya & increased the customer service organization revenues for the year of 2006. Show less

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  Orange Business Services

  Dec 2006 - Oct 2013

  - Responsibilities:· Assign, Follow Up, and evaluate Level 3 Support experts’ tasks & make sure that they are handled correctly in a timely manner.· Manage Level 3 Support queues by keeping them within the target.· Post analysis of the received incidents trends and reporting them using Business Objects tool.· Manage various escalations timely & correctly. Interface with Problem Management, Implementation, Development, Data Centre, Operations and Outsourced teams.· Generate & present the team various KPIs to the International Portals team manager.· Handle the local HR/Finance/Administration issues related to the team members.· Lead the International Portals Support Function.· Prepare the team members’ Performance reviews.· Represent Level 3 Support team in the various local IT&S gatherings & meetings.· Provide Level 3 Support for International Portals applications as needed.· In addition to the regular responsibilities of L3 Support Expert.· Work as an on-call during non-business hours as well, for critical incidents. Show less - Responsibilities:· Proactively monitor of applications performances.· Handle, diagnose and route in real-time incoming trouble incidents, update thetrouble incident management tool (Genergy).· Deal with escalations & major issues raised by Level 2 support or by customers.· Set up and keep updated Knowledge base on incidents level 3 resolution.· Produce support documentation to Application Support teams as needed.· Provide Training on new Applications for Level 2 & Level 1 Support Teams.· Work in application maintenance, operations & deployments to ensure Service-Continuity.· Provide Administration Services on Application Servers (Unix Servers).· Work closely with Development team to isolate and resolve bugs/issues.· Work closely with the Problem Management team towards the problems workaround/solutions.· Work in a new approach using Scrum framework in the IT Service Support.· Work as an on-call during non-business hours as well, for critical incidents.- Main Achievements:· One of the main founders of the new support model initiative for applying Scrum framework in the IT service support domain by using the vertical scrum betweenLevel 2 and Level 3 support teams through which we reached the following results:- Decreased the incidents backlog, MTTR (Mean Time To Resolve) by 16% andsaving (420 000 €) for the company. (Received an award for this achievement)- Created a new Documentation Set containing all the Support Knowledge &Troubleshooting Tips for all supported applications.- Developed a new Troubleshooting Tool to be used by support agents whichsaved 85% of the time consumed in manual troubleshooting.- Being the Scrum Team Product Owner of this project I was responsible for prioritizing backlog tasks & coordinating with all stakeholders to achieve these tasks.- Taking over the role of Scrum Master (when needed) & holding the daily Standup meetings. Show less - Responsibilities:· Provide Level 2 Support for Critical Business & Reporting Applications ofOrange Business Services (i.e: Webvision, MSS, IPER, Concord…..).· Handle & diagnose incoming trouble incidents (Genergy tickets or Clarify cases).· Produce monthly applications availability reports (KPIs).· Communicate planned & unplanned outages to end users.· Provide Training for Level 1 Support agents & new comers.· Represent Level 2 Support Team in new application deployments & releases to ensure Service-Continuity.· Work as an on-call during non-business hours as well, for critical incidents.- Main Achievements:· Participated in the project of Relocating the IT Helpdesk Team from India(Outsourced Company) to Egypt (Internal Team) on 2008 by providing TechnicalTraining, Technical Documentation (Knowledge base) & Technical Advice for thenew created Team members. This project resulted in a significant improvement inthe company’s Support Model & the communication between different levels ofSupport Chain which was reflected positively in the Customer Satisfaction Surveys. Show less

  • Head of Level3 International Portals Support Team

    Sept 2012 - Oct 2013

  • L3 Application Support Expert

    Jun 2009 - Aug 2012

  • Application Support Specialist

    Dec 2006 - May 2009
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  Vodafone International Services (VIS)

  Jan 2013 - Nov 2016

  Application Manager
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  ITWORX

  Nov 2013 - Nov 2016

  IT Consultant

  • Outsourced to Vodafone International Services (VIS) Technology Department – Global Applications – Online Operations Team.• Handling most Service Transition & Service Operation Processes.• Carried out the Transition phase of SEPA-HUB (Single Euro Payment Area) Service in 6 European Local Markets from the project phase to the BAU (Business As Usual) phase.• Service Owner of 2 Business Premium Enterprise Services (Enterprise Online Portal & Bring Your Own Device - BYOX) with the following main responsibilities:- Accountable for these 2 services and represents them within the IT organization.- Accountable for the proper delivery according to ITIL processes for the service (incident, change, problem, availability, deployment, service level, assets). - Ensures that the service is managed with business focus.- Accountable for the Product Life Cycle of the service (from Go Live till decommissioning).• Providing technical support for 3 major Vodafone Enterprise Services called (SSO - Single Sign On), (EOP - Enterprise Online Portal) & (SAPP - Single Access Partner Portal) based on 2 famous Oracle Products (OIM – Oracle Identity Management) & (WCS – Oracle WebCenterSites) Provided to all Vodafone Enterprise Customers like (Deutsche Bank, BMW, Exxon Mobil,….)• Handling day-to-day Service Operation tasks, Incidents, Problems & Changes.• Testing & Implementing major software releases & code fixes deployments.• As a certified Career Management Coach I am providing a volunteering Career Coaching Sessions to help my colleagues, inside Vodafone, managing their career.• Working as a freelance Career Management Coach. Show less

• 

  Amazon Web Services (AWS)

  Jul 2017 - now

  • Manage a Team of 18+ of highly skilled Engineers providing Premium Technical support to Enterprise and Business Customers on 24/7 (Follow-the sun model)• Develop the vision, goals, priorities and work alongside the team to accomplish them; Ensure high-quality customer service and ongoing technical skill development, with strong understanding of customer support metrics, customer retention & customer experience strategies.• Drive personnel management ensuring the engineers have what they need to provide best-in-class support. • Organize, equip, and assess team’s go-to-market readiness. Build plans to ensure the team is properly trained and equipped to successfully perform in support of the business goals. Work to resolve service/product problems affecting customer satisfaction.• Propose, drive, and implement initiatives within the support organization to maximize the customer support experience.• Prime both proactive and reactive customer engagements.• Own and drive various aspects of quality assurance from technical support team perspective.• Drive changes that improve support-related processes. Identify and address any gaps in internal tools and processes• Partner with Product Management and Engineering to translate customer needs into a better overall product; recognize trends in customer feedback and escalate issues within AWS.• Partner with Software Engineering and Site Reliability Engineering to manage production incidents in real time, with emphasis on timely and through issue identification and customer communication.• Resolve high-profile escalations and issues, improve the customer experience and drive initiatives that increase their likelihood of success on AWS platform.• Service Owner for one of the Top-10 AWS Services, in terms of Number of Customers and Case Volume, driving customer experience, engineer experience, as well as new service features/solution architecture. Show less Responsibilities include, but are not limited to the following:• Lead a Team of 18+ of highly skilled Engineers providing Premium Technical support to Enterprise and Business Customers on 24/7 (Follow-the sun model)• Own and drive various aspects of quality assurance from technical support team perspective.• Deep dive analysis and case reviews for weekly case volume of 500+ cases and provide appropriate feedback to support engineers on their customer interactions, technical troubleshooting and proper handling.• Analyze previous customer cases to identify trends and customer pain-points to drive improvements.• Monitor key network indicators like service levels, contact counts and quality metrics; establish quality metrics as needed.• Maintain technical proficiency in all AWS products for training, mentoring, and customer interaction purposes.• Drive changes that improve support-related processes. Identify and address any gaps in internal tools and processes• Partner with AWS internal Training team to provide input on new service offerings, features, mentoring, and define general technical needs of the team.• Assist with team coordination and customer communications during AWS critical launches and support events.• Act as key member of the hiring team that hires and develops the best.• Established the 1st Global Quality Framework to consolidate all Customer experience quality initiatives in all Premium Support Sites that resulted in a significant improvement in the Service Quality by 30% that made my team lead all the other teams within the org globally with the highest Customer satisfaction Score.• Contributed in setting up new Tech support center in India, with hiring, and training new support engineers to join the global Cloud Support Org. team. Show less

  • Operations Manager, Support Engineering

    Sept 2019 - now

  • Cloud Support Team Lead

    Jul 2017 - Aug 2019