Manar Samir

Technical Troubleshooting:

• Excellent technical & process troubleshooting skills
• Manage all internal & external interactions in a professional and courteous manner
• Handling and troubleshooting technical requests for L1 support
• Resolving issues within SLA and monitoring systems to meet the 99.9999% uptime policy

Team Management:

• Managing and training a 24/7 on-call support team.
• Monitoring and guiding the technical support team.
• Auditing and monitoring performance of team members daily, weekly, and monthly to maintain high-quality work and exceed expectations.
• Experience managing personnel in a 24/7 staff environment.
• Hiring and training new employees.

Professional Interactions:

• Managing all internal and external interactions in a professional and courteous manner.
  

Issue Resolution and Documentation:

• Documenting and reporting escalated issues, providing detailed resolutions.

Incident and Security Management

Issue and Bug Handling:

• Investigated and resolved issues, raised bug requests to fix to the Development Team through JIRA.
• Managed API requests and troubleshooting using Postman.
• Handled system outages, ensuring RTO/RPO compliance for each software and service.
  

Security and Compliance:

• Ensured security through access controls, backups, MFA establishment, and firewalls.
• Knowledgeable in system security, including intrusion detection/prevention systems and data backup/recovery.
• Assessed encryptions for products and generated SSL reports.
• Handled SOC audits, penetration testing, and remediation of findings.
• Managed compliance with ISO certificates, GDPR, and CCPA.
• Familiar with AWS security controls, data center security, and concepts.
  

Documentation and Reporting:

• Built internal workflows to document all incidents and provided detailed reports on each incident.
• Prepared Business Continuity and Disaster Recovery Reports, including walkthrough, simulations, parallel tests, and full interruption testing.
• Identified observations and managed remediation tasks to closure, adhering to strict deadlines.
  

Technical Expertise:

• Familiar with various operating systems and platforms.
  

Integration and Automation:

• Developed new integrations with Operators and merchants, utilizing Java for automation testing and Python for bulk actions.
• Automated testing processes, significantly reducing the need for manual testing.
• Applied change requests (CRs) and configurations using APIs (Swaggers, Postman API Collections) to implement agreed changes between Mondia and Operators/Merchants.
  

Technical Troubleshooting:

• Coordinated efforts between engineering teams and production staff to promptly troubleshoot complex technical issues.
• Investigated bugs, errors, and issues on integration services, focusing on high response times, high error rates, and payment failures using NewRelic.
  

HubSpot Administration:

• Established and administered CRM tool: HubSpot for the company, including workflows, automations, and integrations with JIRA & GateKeeper.
• Designed custom codes and flows from scratch, driving innovation within the organization.
  

Bulk Processing and Efficiency:

• Performed bulk actions using Python (multi-threading), streamlining processes to be completed in minutes.
• Implemented continuous improvement initiatives to enhance operational effectiveness and reduce costs, including reducing non-generating revenue base and daily transaction notification costs via Python scripts.
  

Data Reporting and Monitoring:

• Experienced in reporting using MySQL, Snowflake (Payment Reporting), and MongoDB.
• Conducted investigations using Kibana, OpenSearch, Snowflake, NewRelic, and Athena (AWS).
• Monitored the health of internal integration systems through AWS Health Dashboard.

Continuous Improvement Initiatives:

• Implemented initiatives to increase overall operational effectiveness and reduce costs.
• Reduced the base of non-generating revenues and total costs spent on notifications and daily transactions.
• Enhanced notification-service API and performed base reduction via Python scripts.