Ehab Tawfik

Experience

• 

  PepsiCo

  Jan 2010 - Oct 2019

  Manage 15 Filed Service Engineers and lead the Service Management Cycle in Egypt market. Manage Critical incidents related to Global Finance Shared Services team in Cairo and Chennai offices supported Middle East Africa markets. Manage Service Management team from MEA BU Head Office where (end user support – network – security and compute) services fall in scope. Team head count is 27 members in two countries. Manage 5 Plants and 11 distribution Centers (end user support – network – security and compute), Team Head count 5 Engineers. Supervise and manage 13 IT help desk engineers across Egypt (End user Support), lead the projects and take the ownership.

  • IT Field Service Manager – Service Management

    Jan 2016 - Oct 2019

  • MEA Global Shared services Incident Manager

    Dec 2014 - Dec 2015

  • MEA Problem Manager

    Jul 2013 - Dec 2015

  • Full Time- Service Management – Greater Cairo Incident Manager

    Nov 2011 - Jun 2013

  • Full time- Service Management – Head office Support Supervisor

    Jan 2010 - Oct 2011
• 

  GBM

  Oct 2019 - now

  IT Critical Incident, Problem and Change Manager

  The Incident, Change and Problem Manager owns and leads the Incident, Major Incident, Problem, Change and Asset Management processes.You will be responsible for driving the Incident Management process for client's systems that are complex, and highly visible technology incidents, from initial report of incident to service restoration and incident closure, including declaration of a Major Incident.You will also be responsible for managing changes in the IT infrastructure and driving the Change management process within the organization including reviewing and approving changes, running CAB and emergency CAB meetings, scheduling changes and reporting on process performance and adherence.You will lead post mortems related to Problems and publish RCAs and action items to the leadership of the affected business unit and eventually track the problem tasks that will ensure the issue will not reoccur in the environment. You will coordinate with a wide array of stakeholders in affected departments & business units to effectively support the incident/problem/change management process.You will lead monitoring and recording software license and/or hardware assets to ensure compliance with organization asset management policy. You will be responsible for providing Daily, Weekly and Monthly Reports across all service management processes and SLAs to the client and GBM ManagementIn addition, you will assist with developing, documenting and improving department operating procedures related to the incident management, major incident management, problem management and change processes. Show less