Ayman Nabil Mohamed
Head of Multi-Functional Operational Teams and AI Solutions
New Cairo
Summary
Accomplished leader seeking to leverage extensive experience in team leadership and operational excellence within a forward-thinking organization. Aiming to drive significant organizational growth by utilizing a proven track record of managing diverse teams, optimizing processes, and enhancing service delivery.
Overview
14
14
years of professional experience
Work History
Head of Multi-Functional Operational Teams and AI Solutions
Orange Business
Cairo, Cairo Governorate
12.2019 - Current
- Lead diverse teams, including AI experts, technical solution specialists, major incident managers, and senior operations consultants, ensuring smooth and efficient operations across all functions
- Implemented automated tool for major incident managers' notifications and tracking, reducing manual effort by over 60%, Phase 2 enhancements improved automation to 90%, significantly minimizing manual efforts, human errors, and tracking issues
- Ensure seamless engagement with key stakeholders, meeting service level agreements (SLAs), and consistently delivering high-quality outcomes
- Drive achievement of key performance indicators (KPIs) related to service levels, customer satisfaction, and compliance
- Lead development, coaching, and performance management of team members, ensuring operational efficiency and excellence
- Design and implement service improvement plans, participating in executive-level client meetings and reviews
- Produce and present detailed performance reports and trend analyses to senior management
- Establish clear objectives and career development strategies for team members, fostering continuous growth
- Manage resource allocation, team rosters, and administrative functions including leave management and staff training.
Incident & Problem Process Manager
Orange Business
11.2017 - 11.2019
- Acted as the primary point of contact for customer escalations and critical incidents
- Led major incident resolution processes and handled customer communication
- Collaborated with cross-functional teams to ensure effective process alignment across incident, problem, change, and capacity management
- Analyzed incident performance metrics and created reports to ensure SLA compliance and continuous process improvements
- Guided teams in process adherence, ensuring interdepartmental synchronization and efficiency in handling customer issues.
Team Leader, Customized Service Desk Engineer
Orange Business
03.2017 - 11.2017
- Assisted in leading the service desk team, stepping in for management when required
- Motivated and trained team members, ensuring adherence to performance standards and best practices
- Played a key role in the recruitment and onboarding of new team members
- Identified and implemented process improvements, providing detailed performance tracking through KPI dashboards.
Senior Customized Service Desk Engineer
Orange Business
01.2014 - 03.2017
- Served as primary technical contact for customers, taking ownership of incident resolution
- Diagnosed and resolved complex technical issues while escalating more significant problems to specialized teams
- Documented all technical actions and ensured efficient incident management
- Provided mentorship and training to new team members while overseeing team performance and improvement initiatives
- Acted as single Point of Contact (SPOC) for critical customers, optimizing incident handling and service delivery.
Second-Level Support Specialist
Tedata
01.2012 - 12.2013
- Delivered second-level technical support, managing a range of technical issues and ensuring customer satisfaction
- Supported the development and management of new services and solutions
- Utilized advanced diagnostic tools to troubleshoot issues, adapting to evolving priorities.
Advanced Technical Support Representative
Tedata
12.2011 - 01.2012
- Managed customer issues related to email, domain services, Wi-Fi, and other technical challenges
- Ensured thorough documentation of actions during calls and escalated issues to appropriate teams when necessary.
Technical Support Contact Center Representative
Tedata
03.2011 - 11.2011
- Handled technical inquiries and incidents, providing accurate assistance and maintaining high-quality service standards
- Resolved customer complaints and escalated more complex issues to the relevant departments.
IT Helpdesk
Personal Computer Utility
10.2010 - 03.2011
- Provided technical support to employees, troubleshooting network and server issues
- Ensured operational continuity by addressing technical challenges across multiple sites.
Education
Bachelor’s Degree - Management Sciences (Specialization: Computer & Information Systems)
Future Academy For Management Sciences
07.2010
High School Diploma - undefined
Galaa Language School
Skills
Project Management: PRINCE2 Foundation and Practitioner, Orange PMP Club
Cybersecurity: Certified in Cybersecurity (Orange Academy), Zscaler Certified Cloud Administrator (ZCCA),
Technical Skills: ITIL v3 Foundation, CCNA, Red Hat Enterprise Linux, Oracle Developer
Languages
Arabic
Proficient
C2
English
Proficient
C2
Timeline
Head of Multi-Functional Operational Teams and AI Solutions
Orange Business
12.2019 - Current
Incident & Problem Process Manager
Orange Business
11.2017 - 11.2019
Team Leader, Customized Service Desk Engineer
Orange Business
03.2017 - 11.2017
Senior Customized Service Desk Engineer
Orange Business
01.2014 - 03.2017
Second-Level Support Specialist
Tedata
01.2012 - 12.2013
Advanced Technical Support Representative
Tedata
12.2011 - 01.2012
Technical Support Contact Center Representative
Tedata
03.2011 - 11.2011
IT Helpdesk
Personal Computer Utility
10.2010 - 03.2011
Bachelor’s Degree - Management Sciences (Specialization: Computer & Information Systems)
Future Academy For Management Sciences
High School Diploma - undefined
Galaa Language School
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