Anas Naser
Incident Manager
Amman
Summary
Knowledgeable Incident Manager who drives effective problem solving and decision-making. Enthusiastic professional with background in analytics, troubleshooting and leading effective resolution teams.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Senior Incident Manager
Estarta (Cisco)
12.2021 - Current
- Acting as the main and single point of contact for operational and escalation support for major and high severity incidents, including but not limited to:
- Providing internal and external executive level updates to all stakeholders.
- Ensuring that customers' agreements are timely met.
- Following and participating in the improvement of established team processes.
- Collaborating with peers and multi-functional teams and leading the resolution.
- Ensuring that incident team has an active voice and is driving the troubleshooting.
- Assigning tasks and track follow-up actions.
- Engaging additional resources as needed.
- Assisting with the development and delivery of RCA through collaboration with cross functional teams when necessary.
- Proactively identifying and collaborating on issues that need to be escalated.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
Accountant
Moayana Technical Consultancy
06.2019 - 02.2021
- Managing all accounting transactions.
- Provides financial information to management.
- Prepares payments by verifying documentation, and requesting disbursements.
- Prepares special financial reports by collecting, analyzing, and summarizing account information and trends.
- Maintains financial security by following internal controls.
- Recommends financial actions by analyzing accounting options.
- Following up all unpaid invoices.
Brand Ambassador
Phillip Morris
10.2018 - 01.2019
- Represent the brand in a positive light.
- Helping to increase brand awareness.
- Increasing sales.
- Strengthen the customer-product-service relationship.
- Influencing a large audience to buy and consume more.
- Embody the corporate identity in appearance, demeanor, values and ethics.
Customer Service Representative
Extensya
09.2016 - 07.2018
- Responsible of tasks such as receiving calls from customers regarding changing there tickets or refunding it or issuing a new ticket using Amadeus.
- Performed the team leader tasks when i was promoted to a customer unit, such as sending emails to clients, giving support to all agents, and auditing the agents work at the end of the day.
Education
Accounting and Commercial Law -
Hashemite University
09.2011 - 01.2016
Skills
Flexibility
Accomplishments
- ITIL 4 Foundation is for anyone who needs to understand the key
concepts of IT and digital service delivery, and who is interested
in helping their organization embrace the new service
management culture.
- The PMP certification proves you have the project leadership and expertise in any way of working: predictive, hybrid or agile. It demonstrates your ability to lead projects without being tied to any specific industry or geographic location.
ITIL® Foundation Certificate in IT Service
Management.
Project Management Professional (PMP)®
Personal Information
- Date of Birth: 12/06/93
- Gender: Male
- Nationality: Jordanian
- Marital Status: Married
Timeline
Senior Incident Manager
Estarta (Cisco)
12.2021 - Current
Accountant
Moayana Technical Consultancy
06.2019 - 02.2021
Brand Ambassador
Phillip Morris
10.2018 - 01.2019
Customer Service Representative
Extensya
09.2016 - 07.2018
Accounting and Commercial Law -
Hashemite University
09.2011 - 01.2016
Similar Profiles
Eman HamdanEman Hamdan
Technical Recruiter at Estarta SolutionsTechnical Recruiter at Estarta Solutions
LUJAIN AL MARZOQLUJAIN AL MARZOQ
Solution Validation Services Engineer at EstartaSolution Validation Services Engineer at Estarta
Raed R. AbazaRaed R. Abaza
Enterprise SDWAN Team Technical Team Lead at Estarta Solutions (Cisco TAC)Enterprise SDWAN Team Technical Team Lead at Estarta Solutions (Cisco TAC)
Nour QatawiNour Qatawi
Patient Access Officer at Abdali HospitalPatient Access Officer at Abdali Hospital
DALIA AL SHARKAWIDALIA AL SHARKAWI
Senior Legal and Compliance Officer at Innovative Startups and SMEs Fund, PSCSenior Legal and Compliance Officer at Innovative Startups and SMEs Fund, PSC