Mahmoud ElMarakby

Taking care of the following functions: - IT Financial Management - IT Procurement and Supplier Management - IT Governance, Audit and Controls - IT Vendor and Contract Management - IT Business Relationships

Responsible for five main functions: 1- IT Contract & Procurement Determining needs, assisting in vendor selection, issuing and evaluating RFPs, analyzing risk, negotiating and executing agreements benefiting the company through the life of the contract. Administer contracts covering all areas, with emphasis in software, hardware, processing, consulting, telecom, and related agreements. Develop with RFI and RFP documentation. Ensure contractual obligations from strategic vendors are being fulfilled and that contractual obligations are aligned to specific business goals. Lead the contract renewal process as appropriate. Track, manage and oversee a portfolio of Strategic IT vendor contracts. Maintain timely invoice tracking and pavement with extensive monitoring for related deliveries in compliancy with contract. 2- IT Budget Control Planning and development of IT Budget (CAPEX/OPEX) and maintaining the related processes, controls and reporting. Providing guidance and recommendations on assigned budgets to budget owners and CIO. Proposing management controls to eliminate or minimize the potential for fraud, waste, abuse, mismanagement, and inefficiency. Providing funding guidance to assigned program/projects for the development of their spending plans. Review and evaluation of budget requests, analysis of alternatives, and development of recommendations. 3- IT Vendor Management Vendor sourcing, on-boarding, qualification, performance measurement & development, quality, partnerships, selection, dispute and risk activities to ensure that the company receives IT services which are consistently fulfill expectations. 4- IT Busniess Relationship Management Develop relationships with other Business Units and Functional Departments as a liaison between these groups and Information Technology (IT). 5- IT Internal Communication Working directly with the CIO by creating compelling strategic internal CIO communications for employees across IT Department.

Responsibilities include vendor sourcing, on-boarding, qualification, performance measurement & development, quality, partnerships, selection, dispute and risk activities to ensure that the company receives IT services which are consistently fulfill expectations. Responsible for all IT internal communications and working directly to the CIO and Director of Communications - creating compelling strategic internal CIO communications for employees across IT Department. Also part of the IT people Strategy committee responsible for the engagement and development of IT employees.

Responsible for managing IT vendors through their life cycle to ensure that the value for money is obtained from all IT vendors by building and maintaining win-win relationship to increase their accountability and that they meet their contractual commitments though proper performance evaluation and also to reduce the expected risk Main Responsibilities:  Maintains vendor relationships including conducting internal and external meetings to facilitate discussions regarding performance against service level agreements and contracted services  Identify, record and categories existing suppliers and contracts according to defined criteria to maintain a detailed register of preferred suppliers  Set the needed criteria and policy for registering new vendors through procurement or contracting departments  Develop relationships with IT managers and business units to support enterprise objectives.  Develop a more structured approach to negotiations methodologies and ploys  Review and approve final versions of issued contracts to make sure all must have Ts&Cs are covered and manage any changes or amendments  Review and approve the final versions of RFIs, RFQs and RFPs to make sure that all prerequisites are included and covered before issuance according to the announced process  Monitor and review service delivery through business owners to ensure that the supplier is providing an acceptable quality of service, meeting requirements and adhering to contract conditions  Establish and maintain supplier and contract evaluation criteria to enable overall review and comparison of supplier performance in a consistent way  Identify, monitor and, when appropriate, manage risk relating to the supplier’s ability to deliver service efficiently, effectively, securely and continually  Communicates new technologies, products and services standards, availability, supplier preferences, and alternative sources to appropriate IT personnel

Leading the following functions: 1- Assets Planning Responsible for Developing, Documenting, Testing, Implementing & Training for an enterprise wide IT Asset Management Program, Policies, Processes, Procedures, & Tools, to manage the IT Hardware & Software asset lifecycle, from Procurement through Disposal, in an automated manner with a focus on Cost savings & efficiencies. 2- Project Management Responsible for all front –end projects to implement new systems and solutions 3- Retail Rollout Resbonsible for the IT rollout of all new retail shops of Etisalat including equipment planning, configuration, installation and business simulation 4- Vendor Management for front end solutions

This position is responsible for the planning, acquisition, support & maintenance and disposal of hardware of all front-end systems including (workstations, POS equipment, printers and projectors in addition to both digital signage and video conference systems) in addition to managing software licenses and compliancy. Leading a team of 14 team members who are accountable for installing and configuring computer systems in addition to diagnose hardware faults and solve technical problems

This position is responsible for providing two levels of technical support to Etisalat Group contact center covering all issues related to computer software and hardware and leading two teams representing the 1st and 2nd line of supports respectively which are Service Desk and Technical Support with 7 direct reports.

• Analyzes and manages case escalations for action plan to return non-operational products to usable condition through issue isolation, validation, corrective actions and documented learning to enhance future effectiveness of product usability • Analyzes advanced problems with non or partial functioning equipment and software applications to identify problem area(s) and recommend corrective action. • Participate and contribute to department training sessions resulting in increased technical support proficiency to customers. • Responsible for database and process specific knowledge at an advanced level to be able to advise less advanced team members as needed. • Maintains and utilizes tech support lab to recreate customer issues and mentor less advance team members as needed

• Provides second level support for customers, in regards to etisalat products. • Receives escalations from 1st line of support Engineers. • Responds to client inquiries regarding systems operations, helps diagnose software, hardware and operation problems. • Investigate, troubleshoot, and resolve reported issues in a timely and efficient manner. • Provides the customer with updates, status reports, and information via a tracking system, email, or telephone. • Provides customers with fixes, workarounds, and new releases. • Escalates complex issues to 3rd line of support engineers. • Engages all applicable company escalation procedures including resources and partnerships as necessary to affect the timely problem resolution • Conferences with other Vendors to isolate and assist customer with solution as needed. • Ability to recognize need to escalate to peer or next level due to time frame elapsed, loss of technical forward momentum or customer temperature and notify. • Create Knowledge Center entries of all undocumented encountered anomalies and resolutions within 10 days of validation. Contribute with documentation writing, which include knowledgebase articles, online tutorials, FAQs, device information for both public and internal use. • Learn new systems, hardware, and software in a self directed method as needed. • Provide feedback on customer experience, feature requests, product defects, online support tools, interface with engineering team and product management through company designated systems. • Provide after-hours support on an as needed basis. • Typically receives no instruction on routine work; minimal instructions on new assignments. Requires minimal supervision in the performance of assigned tasks.