Shams ElNashar

-Driving the resolution of IT incident Top Services of major impact, and incidents of significant complexity or operational risk that requires the orchestration of multiple teams to ensure resolution within the SLA, or the removal of the business risk -End-to-end resolution process responsibility from the initial notification to the full handover to problem mgmt. -Act as a center of excellence for Group Data Center Major & Crisis Communication & facilitator of emergency communications from local markets

-Improve KPI results in all functions and resource planning based on performance to support decision-making -Identify and tackle root cause of risks & threats to business operations -Create tools to monitor, manage & improve the motivation of the team -Maintain team technical proficiency & productivity and provide different training where required. -Monitor, coach & promote knowledge sharing between members -Provide corrective feedback & preparing development action plans for each member

-Develop & implement working procedures ensuring effective and efficient operations, accurate reporting & continuous improvement. -Assess risks that may arise during the foretasted period, as well as overcome technical and obstacles that might face the team -Asses and evaluate individual members, analyse points of strengths & weakness and guide them to enhance their performance -Ensuring members are self-motivated, growing & learning new skills

-Requirements gathering & analysis -Service support process definition (SLA, support model, support roles) -Handling project feasibility & effort estimation -Ticketing system configuration, setup and training -Service support document that includes all support related aspects including RACI Matrix, support model, work instructions, and use cases -Coordinating required trainings, designing test cases, as well as gap analysis -Managing service release and acceptance, as well as handover to BAU

Providing Global IT support for Vodafone Enterprise Web Applications for all branches of Vodafone Companies around the world. Enterprise Applications include intranet portal, Document Management system, Online Surveys, SharePoint.