Nourhan Alaa

Experience

• 

  Orange Business

  Sept 2021 - now

  -Identifies trends and potential Problem sources (byreviewing Incident and Problem analysis)- Prevents the replication of Problems acrossmultiple systems by working with all internaltechnical teams, Service Management and externalstakeholders like customer and 3rd party- Responsible for creating or suggesting RFC forpermanent resolution of identified known-errors.- Coordinates meetings, follows up issues andprogress with problem owners, and discuss thetechnical part supporting where necessary.- Prevents recurrence of issues by identifying rootcause and implementing fix. Show less - Provide technical point of contact for customersincidents.-Own the resolution responsibility of the reportedcustomer incidents either solely or with the help ofother teams.-Diagnose fault-related incidents by effectivelyutilising software diagnostics and other network/product utility programs-Document all incident management actions via theelectronic incident management system in a timelymanner.-Perform and own technical management escalations in line with company procedure and case excellence policy.-Obtain and document data integrity issues andensure getting valid Reason for Outage (RFO) whenapplicable and to note it in detail and Gainagreement to incident closure by customer orService desk representative. Show less

  • Senior problem manager

    Oct 2023 - now

  • Incident Management Specialist BASF account

    Sept 2021 - Oct 2023