Delivery Manager

Mohammed E is a Service Delivery Manager with over 5 years of experience specializing in incident, crisis, and problem management within telecom and enterprise IT service environments. He utilizes ITIL-based methodologies and tools such as ServiceNow, Jira, Power BI, SQL, Grafana, Zabbix, Excel PowerQuery, and Python to automate dashboards, monitor service health, and enhance operational visibility. Mohammed builds and maintains runbooks, escalation matrices, and automated incident dashboards, focusing on improving service reliability and operational processes. At Orange Business Services, Mohammed led P1/P2 war-room bridges for UC/Voice and cloud services, improving incident lifecycle management and handover clarity. He facilitated post-incident reviews and root cause analysis, contributing to service reliability improvements and SLA compliance. Mohammed holds a Bachelor of Computer Science from Cairo University and certifications in AWS Cloud Practitioner Essentials, AWS Security Fundamentals, IBM Data Analytics, and Udacity’s Programming for Data Science program. He is best suited for roles focused on service delivery and operational excellence in IT service environments.