Hazem Elhelbawy

• Delivering mentorship and effective handover to team members, ensuring seamless knowledge transfer and operational continuity.
• Define and implement application support best practices, leading efforts in incident management, root cause analysis, and preventive actions.
• Collaborate with cross-functional teams (development, network, business) to resolve complex application and infrastructure issues.
• Develop SQL queries (Oracle & MS SQL Server) for data investigation, performance analysis, KPI reporting, and business insights.
• Automate operational tasks using Bash scripts and maintained proactive monitoring through tools like Site Scope and AppDynamics.
• Manage and support key enterprise systems (Billing, Subscription, Loyalty, Sales Desktop, More Plus, Migration systems).
• Handling Linux server administration, including log analysis, service management, script execution, and storage monitoring.
• Participate in large-scale project assessments, ensuring system readiness, capacity planning, and production stability.
• Conduct software upgrades, tested new releases, and coordinated with development for bug resolution and system enhancement.
• Provided customer and commercial teams with technical support, analysis, and regular reporting (dashboards, revenue, and subscriptions).

• Cisco Certified Network Associate (CCNA).

• Mobile Package Courses (GSM & GPRS / CDMA & UMTS)

• Red Hat Enterprise Linux 7 (RHEL 7) - Admin 1, 2, 3

• Oracle & SQL Database.

• Shell Scripting

• DevOps Tools (Docker, Jenkins, Kubernetes and Ansible)

• Amazon Web Service (AWS cloud)

• ITIL Service Management.

• Contributed to the full development lifecycle (from inception to launch) of multiple Etisalat systems, including More plus Vouchers, LGS Gifts, Loyalty B2B, and Etisalat CASH system.
• Participated in major technical upgrades, such as billing system enhancements and application integration with AppDynamics monitoring.
• Involved in the transformation of applications from standalone setups to a containerized environment.

• Proven ability to lead and motivate teams in collaborative environments.
• Strong analytical, decision-making, and problem-solving capabilities.
• Excellent communication and negotiation skills, with a focus on clarity and influence.
• Skilled in task prioritization and effective workload management under pressure.
• Adaptable and team-oriented, with a flexible approach to dynamic work environments.