Waleed Sobhy

Develop self and talented individuals by matching growth
opportunities with personal interests
Manage the technical support team, providing line management,
mentoring and engagement with other support teams
Set and monitor targets for support staff, focusing on improving and
developing performance and knowledge to ensure that SLAs are met
Provide internal training, Alongside the Head of Support Services
and introduce and maintain effective and efficient ITIL processes for
Incident, Problem, Change and Service Improvement
Manage the post validation of releases and changes to the
production environment
Ensure that ticket queues are managed effectively & Provide
technical integration support to clients
Drive service improvements and Provide best practice incident
management of issues impacting our merchant base through to
resolution, including escalation within the business & communication
to merchants
Track and triage incidents against problems
Manage and priorities your workload in acco