Esraa El-Nagar

I’m an ITSM and service management professional with experience delivering operational excellence across ITIL-based practices, focusing on change, escalation, and continuous improvement. I’ve supported end-to-end service operations from system integration to performance build-out.

In my recent role at Mobily Info, I’m responsible for operational delivery—leading change, designing escalation flows, integrating services, building performance, and enabling continuous improvement through collaboration with teams and stakeholders. I’ve implemented and enhanced key systems and ensured reliable support for ongoing change activities.

Previously, I led cloud/system operations and acted as an ITSM SME and Scrum Master, helping teams with backlog and planning for each PI, coaching engineers, removing impediments, and supporting incident/problem and service stability. Earlier, I worked as a Senior ITS in areas including application/documentation, customer-focused service support, SLA alignment, integrations, and change/release follow-through.