Abdelhamid Hafez

- Responsible for the end-to-end validation of customized nonstandard services, covering technical architecture, delivery planning, operational model costing, and SLA. - Owning the documentation and communication with different departments responsible for the delivery and support of the services, until sign-off phase is reached. - Accountable for evaluating and reporting costs and risks associated with nonstandard services components to Commercial/Risk Management teams. - Minimizing response times and supporting Sales/Pre-Sales teams with delivering proposals towards Customers. - Ensuring cost efficiency is achieved for both Customers and Orange Business Services, while meeting/exceeding Customers' requirements.

- Act as the main interface between ESC and all Orange business units. - Assure SLAs are met for all services supported by the ESC. - Ensure all processes are in place and followed to deliver excellent customer experience. - Review operational model to identify operational risks and ensure proper handover to operations. - Ensure availability management tasks are duly carried out by the responsible entities. - Ensure Capacity Management reports are generated and reviewed for end-to-end service guarantee. - Monitor the defined SLA for Complex/Simple changes carried out on customers’ platform. - Trigger Improvement Plans needed for any identified service issues resulting in poor change delivery or SLA Failure.

- Responsible for providing Tear 3 Support for all IPT Issues, Avaya and MS Lync/S4B. - Proactively identifying and investigating any repeated issues that would face the customer’s service, creating Problem Tickets and following up and investigating until full resolution. - Acting as a point of escalation for all Implementation issues, with Avaya and MS Lync/S4B Sites. - Coordinating with Change and Release management processes for any new deployment in any operational equipment. - Validating complex changes on operational systems, through testing and applying changes, also rolling back when needed and documenting necessary steps to have changes complete in order to standardize the change. - Working with MS Lync Implementation team on a number of Projects to implement Lync Sites, mainly SBC/SBA Configuration and functionality testing. - Working with MS Lync Consultancy on a number of Projects, to validate and create design documents with accordance to customer’s requirements and needs.

- Troubleshoot, identify and resolve IPT (Avaya/Microsoft Lync) and backbone voice Incidents.
- Troubleshoot, identify and resolve call center and access number faults.
- Troubleshoot value added services (Voice Mail, Attendant console , etc...)
- Document all troubleshooting and provide regular updates for all actions executed to solve customer’s incidents via electronic case management system.
- Liaise with higher level support for incident escalation and resolution.
- To keep management informed of any major customer or network faults.
- Liaise with other internal teams to resolve faults affecting voice service.
- Activate escalation procedure with vendors when needed.
- Perform change management activities. (implement customer simple and complex changes ).
- Perform release management activities. (implement new release and upgrades) - Act as escalation point for voice implement teams. - To undertake any other reasonable task as assigned by the management team.

Provide technical point of contact for customers’ incidents; - Owns the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams. - Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs. - Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner. - Perform technical escalations to different Problem Management teams in line with company procedure and case/incident excellence. - Perform and own technical management escalations in line with company procedure and case excellence policy. - Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) when applicable and to note it in detail and gain agreement to incident closure by customer or Service desk representative.

- Provide Technical Support for IT/IS related issues for Company's Employees. - Responsible for interlock/liase with any/all IT external providers to the company, eg Email Hosting Providers etc. - Responsible for Technical Support for all issues regarding external IT Providers. - Responsible for maintaining Company's website with regards to content and availability. - Interfacing with Digital and e-Marketing Providers for the company, including deals, content to be marketed, etc.