Overview
Work History
Education
Skills
Certification
References
Languages
Timeline
Hi, I’m

RANA GHALLAB

6th Of October City,GZ

Overview

15
years of professional experience
5
years of post-secondary education
15
Certifications

Work History

International Turnkey Systems

Service Delivery & Transition Manager
01.2021 - Current

Job overview

  • Supervising IT service desk and overseeing Infrastructure remote support functions to ensure top-notch service
  • Upholding high performance standards for service processes and introducing enhancements as needed
  • Spearheading the development and enhancement of multiple ITIL processes to enhance alignment and business results
  • Taking charge of critical incidents, coordinating with resolution teams, and fostering effective communication among stakeholders for post-incident evaluations
  • Establishing robust systems, procedures, and methodologies to uphold exceptional service delivery
  • Enhancing comprehension of projects to grasp the extent of service provision
  • Being responsible for service delivery performance, meeting client expectations, and stimulating future demand
  • Evaluating both external and internal processes to devise service delivery improvement strategies
  • Proposing improvement approaches and ensuring timely implementation for service delivery enhancements
  • Providing precise and routine performance reports to management on service delivery outcomes
  • Managing personnel, including recruitment, performance evaluations, training, and mentorship
  • Cultivating strong relationships with customers, teams, and stakeholders to facilitate productive communication between departments
  • Conducting service review meetings with clients.

International Turnkey System

Service Desk Manager
01.2015 - 01.2021

Job overview

  • Responsible for overseeing IT Service Desk Managed Services within the ITS Services portfolio, ensuring the delivery of comprehensive IT services under established SLAs to users across 10 countries
  • Additionally, managing 24x7 Service Desk operations for over 160 customers across various sectors such as Infrastructure, Banking, and Education
  • Acts as the owner of the incident management process, ensuring full adherence to Processes, Procedures, and Policies
  • Assists in implementing and enhancing team processes and procedures to enhance service delivery and maintain a strong service-oriented approach
  • Regularly updates senior management on implemented service improvements and suggests further actions to enhance performance and service delivery
  • Serves as a member of the Change Advisory Board (CAB)
  • Monitors and tracks Tickets, maintains communication with customers, ensures the accuracy of technical assistance, and ensures proper ticket closure
  • Ensures compliance with Service Desk SLAs and OLAs
  • Reports to senior managers on any issues that could significantly impact business operations
  • Collaborates with Service Delivery Management to monitor and enhance SLA and OLA for incident management
  • Acts as the first level of escalation and escalates issues to the Operation Manager when necessary
  • Mentors staff to enhance the capabilities and effectiveness of the Service Desk team
  • Conducts customer training on tools and processes
  • Manages Data activation for all customer transition projects
  • Oversees the daily operations of the first-line support team
  • Develops and updates training materials for new and existing Service Desk staff continuously
  • Manages the 24/7 shift schedule for more than 10 Engineers.

SKY Services

Service Desk Team Leader
12.2010 - 01.2015

Job overview

  • Serving as the Single Point of Contact and Incident owner for all ITS customers, covering Banking, ERP, and Infrastructure
  • Providing 24x7 operational support for 120+ customers and 2000+ end users across Africa, Asia, the Middle East, and Levant as part of the Incident Management Process
  • Adhering to the ITIL service management framework
  • Demonstrated experience in collaborating with geographically dispersed organizations and customers
  • Managing all incidents, service requests, and escalations via the BMC Remedy ticketing system in accordance with predefined SLAs (Service Level Agreements) and OLAs (Operational Level Agreements)
  • Meeting customer expectations regarding response times and issue resolution
  • Cooperating with support teams, vendors, and third parties to deliver seamless customer support
  • Conducting training and orientation sessions for both customers and staff
  • Overseeing all transition activities for new customers and products
  • Contributing to the establishment of service desk processes related to service and vendor management.

International Turnkey System

Service Desk Team Leader
02.2010 - 11.2010

Job overview

  • Audit and Acceptance Engineer ALCATEL-LUCENT (Mobinil) Project: Overseeing PDH MW rollout, upgrade & dismantle (AWY & UX) Managing BTS rollout, upgrade & dismantle Supervising reserves clearance Familiar with ALU software Ensuring ALU checklists are followed Compiling Line of Sight survey reports SIAE (Vodafone) Project: Managing PDH MW installation, management & dismantle (SIAE ALC, SIAE ALC MODULAR) Overseeing snag clearance Proficient in SIAE software Handling Vodafone acceptance template Managing SIAE survey reports for sites

Education

HELWAN UNIVERSITY

BSc. of Telecommunication & Electronics Engineering
01.2004 - 05.2009

Skills

Public Relations

Certification

Project Management Diploma

References

REFERENCES AVAILABLE UPON REQUEST

Languages

Arabic
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)

Timeline

Service Delivery & Transition Manager

International Turnkey Systems
01.2021 - Current

Service Desk Manager

International Turnkey System
01.2015 - 01.2021

Service Desk Team Leader

SKY Services
12.2010 - 01.2015

Service Desk Team Leader

International Turnkey System
02.2010 - 11.2010

HELWAN UNIVERSITY

BSc. of Telecommunication & Electronics Engineering
01.2004 - 05.2009

Similar Profiles

CREATE PROFILE
RANA GHALLAB