Kamel Kamel
Business Process Owner at Orange Business Services- Claim this Profile
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Topline Score
Bio
Ahmed Elasra
Kamel is a smart and dynamic person who is able to adapt with his work and gain enough knowledge to keep the work going smoothly and efficiently.
Ahmed Elasra
Kamel is a smart and dynamic person who is able to adapt with his work and gain enough knowledge to keep the work going smoothly and efficiently.
Ahmed Elasra
Kamel is a smart and dynamic person who is able to adapt with his work and gain enough knowledge to keep the work going smoothly and efficiently.
Ahmed Elasra
Kamel is a smart and dynamic person who is able to adapt with his work and gain enough knowledge to keep the work going smoothly and efficiently.
Credentials
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ITIL Foundation Level
AXELOS Global Best PracticeDec, 2017- Oct, 2024 -
PRINCE2® Foundation Certification Training
AXELOS Global Best PracticeDec, 2017- Oct, 2024 -
Certified Scrum Product Owner (CSPO)
Scrum AllianceJan, 2022- Oct, 2024 -
PRINCE2® 2017 Practitioner
AXELOS Global Best PracticeDec, 2017- Oct, 2024
Experience
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Orange Business Services
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France
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IT Services and IT Consulting
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700 & Above Employee
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Business Process Owner
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Apr 2018 - Present
• Design and improve end to end business processes with the focus on Incident, Change and Problem Management following the principles of the ITIL framework.• Develop a solid understanding of business needs, pain points and proposed changes to business processes by conducting interviews and facilitate workshops with business stakeholders.• Own and maintain process documentation & related training materials for employees.• Measure the effectiveness and efficiency of IT services process via defining and implementing KPI “key performance indicators”.• Support implementation of new customers business & services through organizing post sale meetings & ensure customer support model is in line with standard process.• Resolve revenue allocation challenges through working with various lines of business (account teams, CSM & service operation teams).
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Service Owner
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Dec 2015 - Mar 2018
• Design rollout plan for products & services including roadmap, operational model & SLA.• Guarantee that rollout will be executed according to agreed scope, milestones & quality & act as the main point of contact between all stakeholders “project, engineering & support teams”.• Oversee products lifecycle including end of sale (EOS) & end of life (EOL) process.• Plan and deliver both process and technical trainings based on training requirements gathered from all involved teams.• Run weekly project meetings with all stakeholders and produce weekly progress report.
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Senior Data Analyst
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May 2007 - Nov 2015
• Acquire data from primary or secondary data sources. • Filter and “clean” data & assure quality of imported data. • Interpret & analyze data using statistical techniques and deliver ongoing reports. • Develop and maintain databases, data systems – reorganizing data in a readable format. • Create data dashboards, graphs and visualizations. • Prepare final analysis reports for the stakeholders to understand the data- analysis steps, enabling them to take business decisions based on facts. • Lead & coach the team through the daily tasks & act as the manger’s backup during his absence.
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Service Desk Team Leader
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May 2005 - Apr 2007
• Make sure that service level agreements are being met by monitoring ticket volumes and response times. • Act as an escalation point for problematic support issues & address recurring customer problem areas. • Assist the Service Desk Manager with customer complaints; incident investigations and reports, and customer visits where required.• Drive service improvement and reporting accuracy through defining and analyze data from service management tools. • Coach, mentor and develop team members to maximize their potential.
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Education
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1997 - 2001
Ain Shams University
Bachelor's Degree, Mass Communication/Media Studies
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