Seif El Din Ashraf Farouk Abdel Aziz

Team Lead Responsibilities (June 2025 – Present):

• Define and monitor team objectives and SLAs, ensuring alignment with Orange’s service quality and customer experience standards.
• Conduct regular performance audits to assess productivity, solution quality, and customer satisfaction metrics.
• Collaborate with cross-functional teams to ensure seamless delivery of cloud services and solutions.
• Conducted technical interviews for new hires and coordinated onboarding and handover processes.
• Prepared and presented detailed SLA and KPI performance reports to management.
• Established clear performance metrics for the team, which helped in tracking progress toward set targets effectively.
  
  Acting as Manager Responsibilities (August 2025 – Present):
• Managing full operational oversight of the Cloud Solutions team, ensuring alignment with business targets and customer expectations.
• Attending executive and cross-departmental meetings to review KPIs and propose service improvement strategies.
• Overseeing payroll, leave management, and performance appraisals for team members.
• Handling all customer and internal escalations, ensuring timely resolution and communication.
• Serving as 24-hour on-call contact for critical incidents and service continuity.
• Preparing and presenting weekly and monthly reports on team performance, capacity, and key metrics to upper management.
• Creating and managing shift plans, ensuring optimal coverage for all service hours.
• Initiated and led a new project to enhance team processes, including designing and implementing new operational workflows and documentation standard.
  

• Computer software modification based on network requirements.

• Take ownership of complex and high-priority issues.
• Mentor or guide junior team members in their troubleshooting tasks.
• Spoke of VIP customers and act as a point of escalation for the most complex cases.

• Investigate and troubelshooting in customer's tickets within SLA.
• Integrate with various teams troubleshooting incidents, providing services and solutions tailored to the company's customers.
• Working on the proactive activity: Maintain & migrate hosts, Handle & manage switches and traffic, Perform Hardware replacement in the datacenter.
• Access customer's resources from the backend and join a troubleshooting meetings to resolve the issue.

• Managed the installation, configuration, and maintenance of communication systems (Tetra) and equipment for client sites.
• Diagnosed and resolved technical issues in a timely manner, minimizing system downtime.
• Conducted system tests, site surveys, and quality assurance checks to ensure compliance with specifications and industry standards.

• Knowledge of Cloud Computing, its Services, especially Network.
• Integrate with various teams troubleshooting incidents, providing services and solutions tailored to the company's customers.
• Knowledge of Information Storage and Management course (ISM).
• Introductory courses on Information Technology Infrastructure Library (ITIL) and Agile Project Management.
• Writing a research paper on 'Cloud Networking'.