12+ years of IT infrastructure and service management experience; managing regional support teams, operating IT infrastructure services with ITIL standards. Throughout my career, I have firmly believed that business continuity relies on solid IT Infrastructure and end-user orientation, which in turn, requires deep practical understanding of flexibility, cost effectiveness, and risk management.
Experience
Mars Incorporated
Jul 2013 – Present
Cairo, Egypt
Site IT Services Analyst
• Responsible for Information Technology Services including but not limited to (Infrastructure, Networks, End-User Technology/Support, User Adoption, Asset Management and Disaster Recovery) across 6 countries
• Managing, planning, tracking and reporting the IT CapEX & OpEX budget
• Leading, planning and managing IT Infrastructure work stream in business projects/changes with a standard project management methodology and a track record of successful projects including two new factories and several office expansions, relocation and decommissioning
• Leading a regional managed services support team to deliver end-user support and infrastructure activities while ensuring SLAs and KPIs are met with a high customer satisfaction result
• Planning and monitoring IT assets, (Hardware, Software, Applications, and Licences), ensuring compliance with the Mars Inc. global Asset Management policies and procedures.
• Maintaining and analysing the Knowledge Base and configuration Items for Infrastructure, Incident resolution and How-to documents
• Perform root cause analysis of infrastructure problems and develop resolution plans
Global and regional responsibilities
o Member of Europe IT Deployment team representing MEA region to plan, pilot, deploy and report the global/regional Infrastructure changes and end-user technologies
o Member of the global Digital Adoption team, working on developing adoption plans, strategy, training approaches and train the trainer on the new collaboration tools to upskill the end-users on how to use the collaboration tools to bring efficiency to their daily business activities
Mars Incorporated
Nov 2018 – Jul 2020
Cairo, Egypt
Global Incident Management Process Lead (Assignment)
• Responsible for the Site IT Services’ Incident Mgmt. process performance globally, working closely with the Inc. Mgmt. global manager and the regional FEs to drive process improvements, efficiencies and KPIs
• Actively participating in the Incident Management Community of Practice, helping with the decision making of ServiceNow tool improvements and CIPs
• Monitoring and analyzing the global incident reports to identify trends, opportunities and develop action plans and CIPs
• Engage with other ITSM process Leads to drive CIPs linked to Incident management
• Working closely with ITOPs teams to identify collaboration opportunities that drive efficient handling of major incidents globally
• Plan, develop and provide training materials and sessions to the Site IT Services teams globally
• Communicate changes and actions required activities in the tool/process to the managed services teams and site IT analysts
