Mohammed E, A 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 has extensive expertise leading P1/P2 major incident war rooms for UC/Voice and cloud services, coordinating cross-functional teams including L1–L3 support, NOC teams, vendors, and customer IT stakeholders to restore services within SLA targets. Mohammed is highly skilled in ITIL-based Incident and Problem Management processes, executive stakeholder communication, escalation handling, post-incident reviews, and root cause analysis methodologies including 5 Whys, Fishbone analysis, and timeline-based RCA. He has strong experience in operational reporting, KPI tracking, and process optimization, leveraging tools such as ServiceNow, Jira, Power BI, SQL, Grafana, Zabbix, Excel PowerQuery, and Python to automate dashboards, monitor service health, and improve operational visibility around MTTR, MTTD, SLA compliance, incident recurrence, and aging trends. Throughout his career at Orange Business Services, he has contributed to service reliability improvements through incident lifecycle standardization, automated reporting systems, monitoring enhancements, and operational process optimization. Mohammed combines strong technical operations knowledge with customer-facing communication skills, enabling him to manage high-pressure service disruptions while maintaining stakeholder alignment and continuous service improvement initiatives. He also holds certifications in AWS Cloud Practitioner Essentials, AWS Security Fundamentals, IBM Data Analytics, and Udacity’s Programming for Data Science program, further strengthening his analytical and cloud operations capabilities.