Hussein El Ghareeb
Maadi,Cairo
Summary
IT Quality Head | 8+ Years in Information Technology Proven leader with a strong track record of driving operational excellence, elevating customer satisfaction, and delivering high-quality IT services that fuel business growth. Recognized for resolving complex challenges, optimizing processes, and implementing innovative solutions that enhance organizational performance. Adept at building cross-functional collaboration, aligning IT quality initiatives with business objectives, and fostering a culture of continuous improvement to ensure long-term success.
Overview
8
8
Certifications
8
8
years of professional experience
Work History
Head of IT Quality
Crédit Agricole Egypt Bank
01.2026 - Current
- Team Development: Built and led a high-performing IT Quality team, streamlining onboarding through robust handover plans to eliminate gaps and accelerate integration.
- Service Governance: Established and regularly updated SLA agreements between IT and business owners, ensuring clear accountability and service excellence.
- Performance Management: Defined and monitored KPIs across IT Quality processes, including change management, incident management, IT audit, and vendor management.
- Technology Lifecycle: Initiated and facilitated workshops with IT service owners and Crédit Agricole Group to address IT obsolescence, followed by structured follow-ups to drive progress.
- Audit Leadership: Directed audit missions with internal and external regulators (KPMG, PwC, and Central Bank of Egypt), ensuring compliance and transparency.
- Risk Mitigation: Developed and executed action plans to resolve audit findings, strengthening IT controls and reducing operational risk.
- Process Improvement: Enhanced patch management practices to improve system security and reliability.
- Project Coordination: Led IT license management initiatives, acting as project coordinator between IT teams and the Group to successfully implement new tools.
- Policy Oversight: Updated IT policies and procedures, ensuring audit comments were addressed prior to validation cycles and maintaining regulatory compliance.
- Training & Development: Established IT training and development plans, structured by tracks in coordination with HR, ensuring alignment with management priorities and overall bank strategy.
- Business Liaison: Acted as a key interface between Crédit Agricole business and operations teams, coordinating major interventions & ongoing projects impacting critical banking systems.
IT Service Lifecycle Manager - Change & Governance
Crédit Agricole Egypt Bank
08.2023 - 12.2025
- Change Governance: Managed weekly CAB meetings to evaluate complex IT changes, collaborating with coordinators to ensure informed decision-making and risk mitigation.
- Process Enhancement: Improved IT change management practices by leveraging ITSM features, reports, and dashboards to increase transparency and efficiency.
- System Oversight: Designed and executed an improvement plan for administrative activity monitoring, utilizing audit reports to strengthen controls over critical banking systems.
- Vendor Risk Management: Monitored vendor compliance with contractual requirements and SLAs, ensuring risk control and service reliability.
- Service Catalog Optimization: Enhanced the IT service catalog to streamline incident and change request cycles, improving responsiveness to Voice of Customer and other departments.
Customer Service Delivery Manager
Orange Business Services - Cloud
06.2021 - 07.2023
- Operational Planning: Delivered effective planning and support to optimize client operations and Orange Business Services performance, ensuring cost-efficiency and service excellence.
- Resource Coordination: Directed internal resources to achieve client objectives, consistently meeting agreed SLAs and strengthening customer trust.
- Performance Monitoring: Designed and maintained robust reports and dashboards to measure service delivery, identify weaknesses, and drive targeted improvements.
- Proactive Reviews: Conducted ongoing operational reviews with internal and external stakeholders to anticipate issues and enhance service reliability.
- Client Relationship Management: Built strong relationships with key client stakeholders through transparent communication of impacts, situational updates, and resolution actions.
- Issue Resolution: Identified recurring service issues and implemented improvement plans to eliminate root causes and enhance customer satisfaction.
- Capacity & Vendor Oversight: Supported capacity planning and vendor management activities to ensure scalability and risk control.
- Security Collaboration: Partnered with the Business Security Officer to address critical vulnerabilities, coordinating patch management activities to safeguard systems.
- Service Catalog Development: Revised and enriched the IT service catalog to align with evolving customer business needs, improving responsiveness and efficiency.
Exchange Online support engineer
Microsoft
02.2020 - 05.2021
- Technical Problem Solving: Diagnosed and resolved hundreds of complex Exchange Server domain issues, including hybrid models, security and compliance, and authentication challenges.
- Migration Expertise: Contributed to multiple migration projects, transitioning clients from on-premises environments to Exchange Online solutions.
- Engineering Collaboration: Partnered with Microsoft engineering teams to identify and escalate O365 bugs, ensuring timely resolution and product improvement.
- Customer Engagement: Strengthened communication skills by managing critical situations with EMEA customers, delivering clear guidance under pressure.
- Automation & Scripting: Utilized Microsoft PowerShell to manage customer environments, streamline operations, and help clients achieve business goals effectively.
- Documentation Excellence: Optimized case documentation and email handling to improve efficiency and knowledge transfer.
- Mentorship: Guided and mentored new joiners across multiple EMEA countries, accelerating onboarding and skill development.
Cloud Computing level 1 support
Orange Business Services - Cloud
05.2018 - 01.2020
- Customer Engagement: Worked closely with multiple shared and private cloud customers, delivering responsive and reliable support.
- Incident & Change Management: Handled changes, incidents, and problems through ticketing tools, ensuring timely resolution and service continuity.
- Technical Troubleshooting: Provided first-level technical support, diagnosing and resolving issues efficiently to minimize downtime.
- Knowledge Sharing: Contributed to team upskilling by documenting and handing over major cloud project activities, particularly those based on VMware technologies.
- Leadership Experience: Acted as interim team leader for six months, managing escalations on critical accounts and guiding the team through complex situations.
- Collaboration & Coverage: Supported team effectiveness by covering colleagues during absences, maintaining service quality and customer satisfaction.
- Communication Excellence: Delivered outstanding customer support through professional email and phone interactions, strengthening client relationships.
Education
Faculty of computers and information
Cairo University
07.2016
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Collège des frères bab el louk
06.2012
Skills
French and English speaker – Fluent
Hard worker
Extremely flexible to major and minor changes
Strong customer communication skills
Dedicated to target and never gets interrupted by negative attitude
Certification
VMware Certified Professional.
References
References are available upon request.
Timeline
Head of IT Quality
Crédit Agricole Egypt Bank
01.2026 - Current
IT Service Lifecycle Manager - Change & Governance
Crédit Agricole Egypt Bank
08.2023 - 12.2025
Customer Service Delivery Manager
Orange Business Services - Cloud
06.2021 - 07.2023
Exchange Online support engineer
Microsoft
02.2020 - 05.2021
Cloud Computing level 1 support
Orange Business Services - Cloud
05.2018 - 01.2020
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Collège des frères bab el louk
Faculty of computers and information
Cairo University