Looking for a job

Mohamed Yehia

@mohamedyehia

Senior Service Delivery Manager at NOOR Data Network, improving broadband operations for 96,000+ subscribers and raising SLA compliance above 97%.

Egypt

Message

At NOOR Data Network, I lead 24/7 broadband service delivery operations supporting more than 96,000 subscribers, with SLA compliance above 97%. I direct a 42-person organization and manage an annual operational budget of approximately EGP 350 million.

I improved MTTR by 50% through ITIL process optimization and reduced repeated incidents by 90% with problem management and root cause analysis. Earlier at NOOR Data Network, I delivered operational projects, established a technical call center supporting more than 11,000 customers, and implemented a business continuity model that reduced recovery time by 90%.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager – Consumers Division

Current

NOOR Data Network

Jul 2019 - Present (7 years 4 months)

Lead 24/7 broadband service delivery operations supporting over 96,000 subscribers while maintaining SLA compliance above 97%. Direct a cross-functional organization of 42 engineers, team leaders, and managers, and manage an annual operational budget of approximately EGP 350 million.

ITIL Incident Management Problem Management Root Cause Analysis SLA Management KPI Optimization Workforce Management Customer Experience Vendor Management Budget Management Leadership

Technical Manager – Consumers Division

NOOR Data Network

Feb 2013 - Jul 2019 (6 years 5 months)

Managed and coordinated cross-functional technical teams to improve service quality and operational efficiency. Delivered 4 major operational projects within approved timelines and budgets, and established a new technical call center supporting over 11,000 customers.

Project Management Team Leadership SLA Management Business Continuity Security Enhancement Knowledge Management Training

ADSL Technical Support Team Leader

NOOR Data Network

Jan 2012 - Feb 2013 (1 year 1 month)

Led a team providing ADSL technical support, ensuring service quality and operational efficiency.

Senior Network Engineer – Enterprise Technical Support

NOOR Data Network

Dec 2010 - Jan 2012 (1 year 1 month)

Provided senior-level technical support for enterprise customers, resolving complex network issues.

Network Engineer – ADSL Technical Support

NOOR Data Network

May 2010 - Dec 2010 (7 months)

Provided network engineering support for ADSL services, ensuring service quality and customer satisfaction.

Platoon Commander

Air Defense Forces

Jul 2008 - Apr 2010 (1 year 9 months)

Managed operations and maintenance of mission-critical electronic and missile launcher systems. Awarded Best Officer in the Brigade (2009/2010) and ranked first in the Armed Forces Inquisition Authority (2009).

Operations Management Maintenance Leadership