Summary
Overview
Work History
Education
Skills
Websites
Training
Certification
Timeline
Generic

YOUSSEF ABDELFATTAH

Cairo

Summary

Professional in incident management with history of effectively overseeing and resolving high-priority issues. Known for strong focus on collaborative efforts and achieving results while adapting to changing needs. Skilled in root cause analysis, incident documentation, and stakeholder communication.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Senior Incident Manager

Capgemini
07.2023 - Current
  • Multitask, identify, log incidents, classify and prioritize incidents for users or groups
  • Assign incidents related to Carnival Cruises, escalate, resolve, and report incidents
  • Monitor SLA of tickets.
  • Manage all technical teams concerning tickets, priority, and assignments.
  • Handle escalation calls from users.
  • Manage all incoming ServiceNow tickets and assign them to the correct teams.
  • Prioritize tickets according to urgency.
  • Managed support tickets from users and technical teams via Teams, email, and phone calls
  • Generated various reports, including ad hoc, audit, follow-up, investigation, and status reports
  • Handle daily Carnival outages reported by users through ServiceNow.
  • Conduct 2–3 meetings per week with all technical teams to monitor performance.
  • Support the service desk team with all ServiceNow related cases
  • Review all tickets created by technical teams to ensure correct assignment and resolution.
  • Conduct sessions for newcomers regarding ServiceNow.
  • Aim to improve mean time to resolution, reduce downtime, and enhance customer and employee experience.
  • Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.

Application Support Technician

Sutherland
12.2022 - 06.2023
  • Replying to queries from customers
  • Diagnosed and resolved technical issues related to our products and services
  • Collaborated with cross-functional teams to escalate and resolve increasingly complex issues
  • Provided clients with education on effectively using our products and services through personalized advice and training
  • Documented and tracked customer issues and their resolutions in our internal system
  • Consistently updated my knowledge of new products, services, and technologies to provide our clients with the best possible support

Business Analyst

Mettalubes
07.2021 - 12.2021
  • Conducted cold calls to private sector companies to explore potential partnerships for spare parts supply
  • Learned about the manufacturing of spare parts for food and beverages
  • Developed unique advertising techniques for spare parts
  • Provided the company owner with new business ideas and strategies to boost sales and increase profit
  • Successfully drove sales growth and increased profitability
  • Used SEO engines to enhance market awareness

Seeka Limited
08.2019 - 01.2020

Education

Degree -

Staffordshire University
01.2022

Skills

  • Multitasking
  • Effective communication
  • Technical troubleshooting
  • Team engagement
  • Interpersonal and written communication
  • ITIL framework
  • Service management
  • Escalation management
  • SLA management

Training

  • ServiceNow ITSM processes
  • ITIL V4
  • ServiceNow Admin
  • Google Cyber Security
  • CCNA
  • CrowdStrike
  • Google Project Management
  • Scrum/Agile

Certification

Scrum Master Certified (PSM1)

Timeline

Senior Incident Manager

Capgemini
07.2023 - Current

Application Support Technician

Sutherland
12.2022 - 06.2023

Business Analyst

Mettalubes
07.2021 - 12.2021

Seeka Limited
08.2019 - 01.2020

Degree -

Staffordshire University

Similar Profiles

CREATE PROFILE
YOUSSEF ABDELFATTAH