Application Support Analyst

• Feb 2020 - Present

· Determine customer expectation and requirement for new services. · Architect services solution and provide roadmap for implementation. · Analyze live projects/services performance and manage services performance enhancements resulted in 47% improvement in fraud monitoring methods, reporting and actions. · Track, manage and resolve service issues with internal teams and vendors. · Lead the project technical side during implementation, UAT and pilot phases. · Research, analyze, design and implement new services and products; Implemented successfully a new BI platform providing dynamic monitoring, reporting and visualization capabilities to our customers. Show less

Incident Manager || Process Automation S.P.O.C. || Shift leader on duty

• Nov 2018 - Feb 2020

· Perform initial analysis incidents to determine the root cause of service disruption. · Provide leadership, mentoring, crisis management, resource assignment and delegation on an as-needed basis. · Facilitate and drive effective communication between vendors, internal operations and client service teams. AS SHIFT LEAD: · Present executive summaries and proactive next actions to senior management. · Manage backlog, team KPIs, act as first level of escalation and maintain clients SLA. · Manage team members for daily operations. · Train new hires and leverage senior team members for OJT to new hires. AS PROCESS AUTOMATION S.P.O.C. : · Successfully implemented several RPA projects led to quantitative and qualitative improvements; 0.5 FTEs Savings per week and reducing SLA breaches. · Perform as-is processes analysis to identify automation potentials and optimization opportunities. · Define project scope with IT dep. and perform unit testing. · Track KPIs for deployed services and collect user reviews for continues enhancement. Show less

System Integration Specialist

• Nov 2017 - Nov 2018

Technical Product Owner for : - Access Control Server (ACS - VbV & SecureCode). - TranzWare Payment Gateway (TWPG). - Financial Institution Management Interface Digital Channel (FIMI) (Integration with Internet Banking, mobile Banking, IVR , Kiosks and Digital Products). - Mobile Wallet (TagPay/Fawry). - TranzWare Internet Banking (TWIB). - TranzWare Financial Institution Management Interface (TW-FIMI). - Loyalty/Reward Program. - Instant Issuance (Veneka). - Host Interface SDK (HI-SDK)& Switching , ISO8583 Standard(Middle-ware for mapping between ISO and sometimes non-ISO host protocols using JAVA EE & XML). Analyze customer needs, confirm project scope. Validate project forms, questionnaires and implementation data. Lead integration with Internal teams, Vendors, SMS Aggregator, Personalization Bureaus & Payment systems. Implement Issuers’ Settings. Support Pilot Phase. Process Enrollments, modifications & Post-Production requests. Provide training & Create Customer Support users for issuers’ Staff on platform. Continuously provide KPIs, KQIs and KRIs for all products and per issuer on monthly basis. Apply Enhancements needed according to KPIs, KQIs and KRIs. Prepare Products presentation for senior management. Participate in client training programs. Post-Production Live Support via Jira, mail and phone (when needed). Communicate with vendor technical support staff concerning problems related to any service. Maintain products documentation. Show less

Software Developer

• Jul 2013 - Nov 2015