 Collect and analyses the project's business requirements and transfer them into technical requirements.  Participate in business cases  Experience in a business process modeling, use cases/user story writing, data modeling, UML diagram.  Analyzing the impact of the new product/service on the operational processes and tools, propose adaptations and get validation from process owners.  Experience in projects of building Data Warehouse, ETL process  Harmonizing the design of new services with all contributed cross function teams .  •Defining business acceptance test plans, executing or supervising their execution and reporting results and corrective actions to guarantee that tools developments aligned with business expectation .  Participate in the agreement with business in system SLA.  Creating the service process documentation up to work instruction level, in line with operational teams expectations (ops info, migration plans, operational guidelines, support guides, etc.)  Monitor ,Troubleshooting and upgrade the systems.  Provide 2nd line support incase incidents.  Keep updated documentation for all systems on hand.  Ensure all production systems to be at least 99.5 %.available by introducing E2E Monitoring to figure out the problem before impacting the end user customer.  Proper escalation of issues and problems to management and vendors / suppliers  Provide daily health check report for all systems.  Ensure all trouble tickets assigned are solved within the agreed SLA. Project: • Migration applications platform from UNIX to JBOSS resulting in saving money of Support , new retail services (Vodafone Cash,SIMSWAP.) • Adding New features in Siebel Application supporting the Dealers. • Migration of CRM application to the cloud. • E2E service monitoring by SMS and Email , resulting to 99.5% availability of system hence the service.

 Proper project management as a technical project Coordinator  Implement and operate the accepted and agreed on design that would serve the objective of the project.  Create and adhere to a project plan.  Ensure that the project is done within budget.  Align with cross functional teams in any project .  Provide creative ideas and technical consultancy to improve the operation and enhance the performance.  Provide weekly report on the operation and the projects status including KPIs.  Participate in producing RFPs for the requirements and evaluating vendor’s responses.  Provide monthly report on the operation and project’s status including KPIs.  Ensure all trouble tickets assigned to the voice team are solved within the service level.  Work on solving Telecomm Egypt issues to support lines, links, and services.  Insure monthly periodic maintenance for all Vodafone sites  Keep updated documentation for all systems on hand.  Proper communication with customers.  Proper communication with other pears and management.  Proper escalation of issues and problems to management and vendors / suppliers. Projects: ISO27001 Role : IT Project Coordinator : Responsibilities  Technology SPOC for ISO27001.  Coordinate between all cross functional teams involved in the ISO, and checking the resource availability.  Communicate the timelines and set a Project schedule for all action items in each team to cover all audit finding.  Handling the Call center’s Voice redundancy document preparation.  IT SPOC for the Certification Authority and digital signature project. VF-Qatar Call Center Role: IT Project Manager: Responsibilities:  Launching VF-QA CC in Egypt with 120 seats .  Collecting Requirements from stakeholders to integrate between VF-Qatar and Vodafone Egypt .  Handling the Communication between Technology cross function teams.  Provide implementation plan and cost estimation.  Provide status report from IT perspective.  Handling Training room Setup with VF-QA image. VF-Germany Call Center Role: IT Project Manager: Responsibilities:  Launching VF-DE CC in Egypt with 250 seats .  Collecting Requirements from stakeholders to integrate between VF-DE and Vodafone Egypt .  Handling the Communication between Technology cross function teams.  Provide implementation plan and cost estimation.  Provide status report from IT perspective.  Handling the setup of the training room. VF-UK Call Center  Launching VF-UK CC in Egypt with 1200 seats .  Collecting Requirements from stakeholders to integrate between VF-UK and Vodafone Egypt .  Handling the Communication between Technology cross function teams.  Provide implementation plan and cost estimation.  Provide status report from IT perspective.

 Participate in producing RFPs for the requirements and evaluating vendor’s responses.  Provide monthly report on the operation and project’s status including KPIs.  Ensure all trouble tickets assigned to the voice team are solved within the service level.  Work on solving Telecomm Egypt issues to support lines, links, and services.  Insure monthly periodic maintenance for all Vodafone sites  Provide 24 X 7 on call support as per voice team on call schedule.  Keep updated documentation for all systems on hand.  Proper communication with customers.  Proper communication with other pears and management.  Proper escalation of issues and problems to management and vendors / suppliers.  Monitor ,troubleshooting and upgrade all CTI (Computer Telephony Integration ) components  Routing and Reporting on all Vodafone Call Center Voice Services ( 888,2828,etc ).  Routing and Reporting on all Vodafone Call Center interaction services(webchat ,IWD)

 Supervising on all Service Delivery Management teams in all regions by applying 6 Sigma process, to make sure that service installed at customer premises to reach customer satisfaction and so getting billed on time  Managing a number of projects to make sure there’s a perfect match between the data in the tools and on the live network, tracking the Configuration Items from ordering to billing, and realizing any revenue leakage.  Work Closely with the Customer Service Delivery regional teams, billing team, Network planning and Telco Access Management to insure that we have a perfect match between Ordering, Network and Billing Audit the internal connections on a regular basis and ensure that the unused connections are deleted and their cost to the company are stopped.

Engineering, IT/Telecommunication