Hesham Abdelhamid
Digital Services Operation ,Support & Implementation Manager at ZainTech- Claim this Profile
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Arabic Native or bilingual proficiency
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English Full professional proficiency
Topline Score
Bio
Credentials
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ITIL® Service Operation Certificate
EXINMar, 2017- Sep, 2024 -
ITIL® Service Design Certificate
EXINFeb, 2017- Sep, 2024 -
TOGAF® Certification
The Open GroupAug, 2016- Sep, 2024 -
Agile Scrum Master
EXINJul, 2015- Sep, 2024 -
COBIT 5 Foundation Examination
APMG InternationalJul, 2015- Sep, 2024 -
Cloud Computing Foundation Certificate
EXINJul, 2015- Sep, 2024 -
MSP® Foundation Certificate in Programme Management
EXINJun, 2015- Sep, 2024 -
ITIL® Foundation Certificate in IT Service Management
EXINMay, 2015- Sep, 2024 -
PRINCE2® Foundation Certificate in Project Management
EXINMay, 2015- Sep, 2024 -
MSP® Practitioner Certificate in Programme Management
EXINJun, 2015- Sep, 2024 -
PRINCE2® Practitioner Certificate in Project Management
EXINJun, 2015- Sep, 2024
Experience
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ZainTech
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United Arab Emirates
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IT Services and IT Consulting
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100 - 200 Employee
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Digital Services Operation ,Support & Implementation Manager
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Apr 2016 - Present
Leading ZainTech Cloud Digital Services and providing leadership for delivery of service operations & KPI compliance to continually improve the performance of the cloud based digital services. Analyze Technology trends and develop infrastructure strategy and delivery process designed for agility and cost effectiveness. Leading the Delivery & Operations of the IaaS hosting services, SaaS services [Smart Logistics, Video Surveillance, Smart Building Management, Energy Management, Facility Management & Health Care: Remote Patient Monitoring Software Solutions] & PaaS Platforms & IOT Connectivity Management Platforms. Handling the Operation & Maintenance of a set of Digital Services: Analytics Dashboard Services, IoT Connectivity Management Services and Smart City Dashboard Services running on Cloud Infrastructure Show less
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Huawei
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Australia
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Renewable Energy Semiconductor Manufacturing
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1 - 100 Employee
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OPERATION MANAGER [RCS/IMS: OTT Application]
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Jun 2014 - Apr 2016
Oversaw service-level enhancement initiatives targeting multiple aspects including Service centre operations streamlining, management reporting and a well-defined operational process. Built rapport with developers to ensure incidents are resolved with customer’s satisfaction. Demonstrated project initiative tactic that provides value to customers for effective solution and operations improvement.• Contributed to the success of the Service Operations by allocating KPI & SLA targets of the overall service, and exceed customer expectations, and streamlined the process of improvement of the service operation by applying ITSM best practices processes according to ITIL concepts.• Supervised front and back-office team of operation L1 & L2 personnel’s, and actively delivered continuous support in competing all challenges associated with procedures, and incidents solutions.• Established and maintained long term relationships with management, customer, and team members to manage expectations and mitigate risks to ensure Managed Operations project success. Show less
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VALUE ADDED SERVICES OPERATION MANAGER
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Oct 2012 - Jun 2014
Executed Services improvement and stability plans by studying risks and requirements, advised senior technical management, coordinated service improvement plan across all stake holders for successful execution, deliver support and guidance for across all stake holder levels. Delegated work responsibilities and maintained on-call roster for VAS Back Office team.• Positioned as the service operation manager in delivering goods from Huawei Managed Service side for customer's VAS production elements [sms, mms, lbs, rbt, mcn, vms, osc] and developed the strategy of the VAS operation team. • Studied the organisation goals, strategies, practices, and projects to accomplish objectives by forecasting the operation requirements.• Methodically reviewed and approved all work output from team members to ensure business continuity and meeting KPI's/SLA with the customer. Show less
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Ericsson
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Sweden
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Telecommunications
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700 & Above Employee
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BACK OFFICE VALUE ADDED SERVICES OPERATION TEAM LEADER
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Jul 2011 - Oct 2012
Provided outstanding support to run a team of 10 engineers in VAS Back Office and streamlined operational issues. Optimised the VAS Systems [sms, mms, lbs, rbt, mcn, vms, osc] operations deliverables within the Managed Services organization which exceeded the customer expectations. • Efficiently involved in the development and enhancement for work strategy of the VAS operational team. • Skilfully optimised the quality process by developing staff training plans, objectives and appraisals. • Controlling and running the day to day operations of DU VAS [sms, mms, lbs, rbt, mcn, vms, osc] network elements. Show less
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Etisalat Misr
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Egypt
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Telecommunications
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300 - 400 Employee
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VALUE ADDED SERVICES TEAM LEADER
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Nov 2008 - Jul 2011
Built the VAS Operation Function & Team, Technical incident and Problem resolution, change management and Capacity planning, Redesigned, assessed and submitted daily performance reports to assist stake holders for better decision making for service expansion and service improvement plans. • Provided support for the VAS operations function and resources by offering coaching, guidance and assistance to the VAS operation personnel to perform their duties in an efficient manner. • Identified and secured relation with all organization stake holders for further VAS product development initiatives. • Delivered and led key tasks to improve and deliver stability for customers as well as leading best practice efforts within the same environments. • Manage all vendors Managed Services contracts in terms of contractual KPI/SLA & Operation deliverables. Show less
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du
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United Arab Emirates
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Telecommunications
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700 & Above Employee
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SENIOR VALUE-ADDED SERVICES PLANNING ENGINEER
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Nov 2007 - Nov 2008
Analyse new technologies and current standard evolution to assess their implications on the existing messaging and voice nodes architectures. • Spearheaded various teams on specific project, coordinated overall cost of the project and tactfully negotiated with vendors in managing marketing team needs. • Executed and enhanced node optimisation and traffic distribution plan with capacity planning team. Steered effort towards assessing business continuity plan for messaging service and voice nodes. • Meticulously installed new nodes/commissioning and integration within the network as well as skilfully maintained new product and successfully upgrade service or enhancement. • Exercised effective control and hands on approach in coordinating new service testing and validated before initiating UAT and monitored UAT performance to ensure smooth service implementation and delivery. Show less
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VALUE ADDED SERVICES IMPLEMENTATION CONSULTANT for STC
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Jul 2006 - Nov 2007
Technically spearheaded the projects for modern VAS/IN systems and discussed technical specification with client and provided solutions to ensure the timely completion of projects. Accurately developed and reviewed project plans, reports, alternatives, scenarios and solutions with the constructive opinion. Leveraged technical skills and expertise in implementing and integrating detail design set by VAS planning & design team. • Actively promoted and coordinated change control procedures for implementation process based on the design and network impact report to insure the minimum risks and downtime. • Actively collaborated with core network, IT data network, billing, and provision teams for VAS service installation, integration, charging & subscriber provisioning • Periodically assessed project progress and delivered alternatives in case of limited time availability. • Rendered expertise to accurately performed test acceptance cases, provided by the vendor and add extra test cases to ensure hardware stability and proper node integration to the live network. • Investigated and provided recommendations to mitigate faults associated with the system and decided the readiness to maintain & handover the service to the operations & maintenance division. Show less
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Vodafone
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United Kingdom
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Telecommunications
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700 & Above Employee
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Senior Engineer, Value Added Services Applications Support
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Jul 2001 - Jul 2006
Managing Critical Applications running in Mobile Network & used by millions of customers [sms, mms, lbs, rbt, mcn, vms, osc] Managing Critical Applications running in Mobile Network & used by millions of customers [sms, mms, lbs, rbt, mcn, vms, osc]
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Arab Academy for Science, Technology and Maritime Transport
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Egypt
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Higher Education
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700 & Above Employee
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Part Time Teaching Assistant
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Sep 2000 - May 2001
Teaching Assistant for College of Engineering Asistant in Teaching the following subjects: Mathematics Electrical Circuits Telecommunications Teaching Assistant for College of Engineering Asistant in Teaching the following subjects: Mathematics Electrical Circuits Telecommunications
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Education
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1995 - 2000
Ain Shams University
Bachelor's degree, Telecommunications and Electronics Engineering -
1983 - 1995
St. George's College
High School Diploma
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