Mary Aiad

• Ensuring that the implementations of Voice Services are analyzed in terms of risk and operational impact and providing guidance for a smooth transition from planning to operations, considering documentation, end-2-end operations and architectural standards. • Taking ownership of escalated issues and managing towards successful conclusions. • Implementing agile management ideals by facilitating exercises such as sprint planning and team leading stand-ups.

• Providing technical point of contact for customers’ incidents. • Owning the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams. • Performing technical escalations to different Problem Management teams in line with company procedures. • Ensuring to get valid Reason for Outage (RFO) when applicable and to note it in detail.

• Overseeing the day to day operation of computer networks including hardware and software diagnostics. • Researching and recommending appropriate network equipments. • Introducing and setting up Voice over IP technology. • Providing product training and software support. • Maintaining user accounts using Active Directory & MS Office.