Roger Borghol
Head Of Life Cycle Managed Services Operation
Heliopolis
Summary
Seeking for a challenging management job to utilize my management and technical experience in order to achieve the organization mission and objectives.
Overview
21
21
years of professional experience
4
4
Languages
Work History
Head of Life Cycle Managed Services Operations
Orange Business Services
01.2023 - Current
- Lead the transformation which is currently undergoing and is crucial for our organization's continued success in a rapidly evolving industry
- Adapt swiftly and work collaboratively, leveraging each team member's strengths and fostering an environment of continuous self-development
- Embracing self-development opportunities will not only facilitate personal growth but also contribute to our collective evolution as a unified team
- Manage the team to ensure compliance to performance management targets and customer satisfaction
- Ensure all incidents are processed, resolved, or sent to appropriate next level fix agent respecting published incident handling and quality guidelines
- Development of team to ensure skills levels match both current and future operational and customer requirements
- Participate in the development and implementation of new operational processes
- Participate to the monthly review meetings organize by the Service Owner
- Review of all necessary reporting to ensure operational, KPIs and customer support targets are met
- Take corrective actions when necessary and work with the QoS & Reporting team to identify area of improvements
- Conduct employee performance reviews in accordance with company policy
- Implementation of strategies and processes to ensure employee satisfaction and development.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Resolved problems, improved operations and provided exceptional service.
- Delivered services to customer locations within specific timeframes.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proved successful working within tight deadlines and a fast-paced environment.
- Provided professional services and support in a dynamic work environment.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Passionate about learning and committed to continual improvement.
- Developed strong communication and organizational skills through working on group projects.
- Learned and adapted quickly to new technology and software applications.
- Gained strong leadership skills by managing projects from start to finish.
Head of Managed Critical Application for French & International Customers
Orange Business Services
11.2019 - Current
- Manage the team to ensure compliance to performance management targets and customer satisfaction
- Ensure all incidents are processed, resolved, or sent to appropriate next level fix agent respecting published incident handling and quality guidelines
- Provide hands on support of cases if demand exceeds team(s) resources available
- Manage the Queues under his responsibility according to the OLA and the Incident handling policy
- Point of escalation for managing Orange incidents within the defined fault management guidelines
- Development of team to ensure skills levels match both current and future operational and customer requirements
- Schedule team leave request, roaster, and overall staffing requirements
- Ensure call quality, customer satisfaction and restore customer service as soon as possible
- Feedback to departmental management on actions to improve
- Ensure staff has acquired and apply knowledge of new technical documentation and processes
- Ensure proper shift handover to the next lead to ensure smooth transition of current critical incidents
- Participate in the development and implementation of new operational processes
- Participate to the monthly review meetings organize by the Service Owner
- Review of all necessary reporting to ensure operational, KPIs and customer support targets are met
- Take corrective actions when necessary and work with the QoS & Reporting team to identify area of improvements
- Conduct employee performance reviews in accordance with company policy
- Implementation of strategies and processes to ensure employee satisfaction and development
- Deputize for senior departmental management in his absence
- Undertake any other reasonable task as requested or deemed necessary by departmental management.
- Cultivated interpersonal skills by building positive relationships with others.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Proven ability to develop and implement creative solutions to complex problems.
- Excellent communication skills, both verbal and written.
Service Transition Manager for French Customers
Orange Business Services
4 2017 - 11.2019
- Move service into operational use and ensure service take on is successfully implemented, creating processes, operation books and support documentation
- Combining people, process and technology together to better understand, personalize and integrate Customers strategic relation that builds customer loyalty and long run profitability
- Ensure standard service management procedures are established and documented that aligns with the ITIL
- Participate in the customer workshop to understand the business logic of his solutions and its criticalities
- Attend the reversibility’s during the customer transition phase
- Providing consultation for smooth service transition
- Work with different technical teams and project managers to successfully implement new services to new and existing customers
- Cascade the knowledge transfer to the support team
- Participate into the migration plan.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Cross-trained existing employees to maximize team agility and performance.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
Shared Cloud Technical Leader for French Customers
Orange Business Services
07.2016 - 03.2017
- To provide a technical support to team members on a daily basis
- To help team members to develop progressively their autonomy
- To provide some technical coaching by yourself or by organizing them with local or remote teams
- Coordination of a weekly sharing session with the team: best practices, optimization, … To qualify and dispatch alerting/changes/incidents to team members to ensure a homogeneous contribution of each member that each member gets progressively a good knowledge of most of the customer solutions
- To suggest some optimization axes for the team
- To identify best practices to be more efficient and deploy them
- To follow working hours rules as described in the roaster (arrival and departure) with an overall 1 hour break period during the working day (in accordance with OCB Egypt HR rules)
- To provide some handover information to teammates before out of office periods (vacations or planned leaves)
- To perform and contribute equally to NBH operations.
DBA Technical Operation Owner and SAP Administrator
Orange Business Services
07.2015 - 06.2016
- Daily follow RUN operation
- Manage build operation with team project
- First level of escalation for Engie Database incidents management
- Manage DBA meeting, reports & KPI
- Support TOO, RSC & backup team
- Consulting on backup operation for Olympe project
- Main point of contact for all Engie Database issues (including backup & restore)
- Performance & Reporting Management for Critical Database
- Additional Role: Transversal Project Manager
- Key Projects: Skills Portal, Egypt MSC Time Attendance Enhancement
- Additional Role: Cloud Implementation Engineer
- Key Projects: Migrating & Implementing SQL Server Always On Solution, Implementing Customer Oracle Database Benchmark.
DBA Team Leader for Dedicated Customer
Orange Business Services
07.2011 - 06.2015
- Receive the escalations and Ensure tickets are handled in the most appropriate and professional way
- Ensure that all customer tailored processes & procedures have been applied to insure customer satisfaction and process compliance
- Perform regular meetings with the customer service managers & customer representatives to assure that the agreed service level of agreement 'SLA' are respected during service operation
- Applying continuous Team Building activities & Conflict resolution techniques
- Responsible for leveraging the technical skills to all team members
- Perform Quality Assurance on processes, procedures and policies
- Generate Trend Analysis reports on performance, technical skills, or any other aspect that serves the business in order to apply preventive actions
- Perform chronic problem reviews to analyze the Root Cause Analysis to implement correction actions
- Support team members in handling critical incidents
- Additional Role: DBA Queue Manager
- Duties and Responsibilities: Sorting the incident queue by modifying the incidents priority so that the most urgent incidents are treated first, given the available resources at the moment
- Activate the incident to the upper technical level if he estimates that the incident cannot be solved by the teams in his technical level
- Ensure that all the incidents were periodically updated
- Ensure that the incident were resolved within the SLA
- Ensure that the incident management process was respected
- Additional Role: Transversal Project Manager
- Key Projects: Skills Portal, Egypt MSC Time Attendance Enhancement, Space Optimization for GDF, Backup Strategy Optimization for GDF, Backup Team Process Improvements, Proactive Task to decrease the number of alarms, Database Technical Awareness, DBA task automation.
Senior Database Administrator
Orange Business Services
04.2008 - 06.2011
- Diagnose and fix database errors and ensure that the solution is permanent
- Maintain physical integrity of databases and this includes restoring database contents when necessary from either export files or physical backup files
- Perform root cause analysis for every outage that had an impact to QoS
- Run change requests on target databases like physical model changes and data modification than collect and return completion status to requester
- Install and configure new databases
- Migrate databases to upper releases including data transfer and propose best method to transfer data
- Participate in system evolution and attend development meetings when requested
- Run, analyze and report on database performances
- Design and run export procedures for refreshing QA environments
- Design, document and maintain databases operation procedures
- Support complex and diverse enterprise technologies of MS SQL Server, Oracle & MySQL on production environment
- Work efficiently with minimal supervision, manage a diverse workload, work release schedules (May be out of hours) where required, and participate in Production system on-call rotation
- Restoration Database service and changes within Service Level Agreements (SLAs)
- Provide accurate and timely KPI reporting
- Supported External Customers: Gaz de France, Sagemcom, JTI, NOL, PMI, ONTEX, TMF, Alstom, SGS, Guoman, Plastic Omnium, GRT Gaz, UHP, Airbus, VCenters & Other Messaging Customers.
SQL Database Administrator
Schneider Electric
01.2007 - 03.2008
- Designing, Programming and Administrating SQL Server 2000
- Enhancing Databases Performance
- Handling Databases troubleshoots
- Adding Users permission/authorization on the database
- Creating and configuring DTS tasks
- Planning and Implementing SQL Server Migration
- Replicating Databases.
Application Developer
Schneider Electric
10.2003 - 12.2006
- Logic design
- Development of needed software tools
- Adding enhancements and/or re-engineering of existing software tools
- Testing his/her own work
- Software maintenance and debugging
- Capable of writing the following documents: User Guides And Technical Guide
- Participate in users/support delivery and training
- Assist in design
- Analyze program specifications for competencies and conformance of standards
- Design program logic to meet specification
- Prepare test data
- Document programs according to installation standards
- Fulfill administrative reporting requirements
- Projects: I2C, BEE, Win Trophy 2006 in the Efficiency over the Iberian and International Region of Schneider Electric, Milestone, Job Evaluation, Ds.
Education
Bachelor of Science - Computer Science
Modern Academy Maadi
High School - Science Section (Secondary General Certificate)
College de la Salle
Skills
Experience in application support
Hands-on Experience in the knowledge of desktop operating systems
Working knowledge of network topologies and implementations
Working knowledge of back-end infrastructure technologies and principles (virtual infrastructure, storage, backup, disaster recovery, and security)
General knowledge of security devices (firewalls, load balancers, VPNs, firewall rules, boundaries)
Ability to assess, evaluate the functionality of systems & provide recommendations based on the output of the technical assessment
Data analysis skills with any of the data analytical tools (powerbi, Tableau,…)
People Management
Effective Communicator
Organizer
Work Under Pressure
Decision Maker
Successful Coach
Agilist
Time Management
Motivated
Patience
Reliable
Flexible
Stress management
Confidant
Able to Listen
Analytical Thinking
Interpersonal Skills
Interpersonal Relations
Task Prioritization
Documentation And Reporting
Goal Setting
Process Improvement
Project Planning
Problem-Solving
Employee Development
Decision-Making
Negotiation
Staff Training and Development
Good Judgment
Staff Development
Idea Development and Brainstorming
Team Development
Hiring and Training
Team Leadership
Workforce Management
Analytical Skills
Performance Evaluations
Cross-Functional Teamwork
Written Communication
Time management abilities
Emergency Response
Business Development
Task Delegation
Continuous Improvement
Interpersonal Communication
Problem-solving aptitude
Customer Service
Computer Skills
Customer Relationship Management
Work Planning and Prioritization
Adaptability and Flexibility
Self Motivation
Performance reviewing
Positive Attitude
Professionalism
Problem-solving abilities
Complex Problem-Solving
Staff Training
Technical Proficiency
Onboarding and Orientation
Operations Management
Business Administration
Team Collaboration
Problem Resolution
Effective Communication
Performance Tracking and Evaluation
Performance Evaluation
Attention to Detail
Managing Operations and Efficiency
Military Status
Exempted
Personal Information
- Date of Birth: 05/07/81
- Gender: Male
- Nationality: Egyptian
- Marital Status: Married
Timeline
Head of Life Cycle Managed Services Operations
Orange Business Services
01.2023 - Current
Head of Managed Critical Application for French & International Customers
Orange Business Services
11.2019 - Current
Shared Cloud Technical Leader for French Customers
Orange Business Services
07.2016 - 03.2017
DBA Technical Operation Owner and SAP Administrator
Orange Business Services
07.2015 - 06.2016
DBA Team Leader for Dedicated Customer
Orange Business Services
07.2011 - 06.2015
Senior Database Administrator
Orange Business Services
04.2008 - 06.2011
SQL Database Administrator
Schneider Electric
01.2007 - 03.2008
Application Developer
Schneider Electric
10.2003 - 12.2006
Service Transition Manager for French Customers
Orange Business Services
4 2017 - 11.2019
Bachelor of Science - Computer Science
Modern Academy Maadi
High School - Science Section (Secondary General Certificate)
College de la Salle