Wael Alagha

* Support my assigned account as a primary escalation manager responsible for change management, incident and problem management, and customer service request * Own the availability of IT infrastructure * Lead technical teams remotely and onsite to drive rapid resolution for customer requests and incidents * Ensure effective communication and relationship with customer * Use Agile mindset to drive continuous improvement and achieve customer satisfaction * Manage SLA (Service level agreement)

Merging customer accounts project Managed project for merging three accounts (managing accesses and skill transfer for the teams) * Prepare proposal scope of work, timing plans, and risk assessments that proposals can be successfully delivered * Manage and monitor project scope and lead the teams to successful project closure * Ensure project is delivered in adherence to project management processes and procedure

* Responsible for reviewing and approving daily planned changes ensuring they are planned according to change management process * Provide guidance to technical teams to ensure all technical tasks are well planned without causing any outage or issues to the systems * Held CAB meeting with technical teams and customer approves to discuss changes and obtain their approvals * Follow up on customer requests and have them solved asap * Participate in audits when data or analysis is required

* Open investigations and create reports to solve root cause of issues and problems in change management and to achieve higher number of successful changes * Monitor and report set of metrics and KPI based on the IT service deliverable and the agreement with the customer

* Handle incoming German, and Swiss calls (solving user’s problems over the phone, handling service requests, HOW-TO questions) * Handle incoming German emails * Sometimes donated my free time at work to handle English call during its peak hours

* Face to face contact with customers at their sites to sell Barclays bank products specially credit cards * Telesales for Barclays Bank credit card