Karim Elharras
Lead Service Desk Analyst @IFS
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WORK HISTORY
Lead Service Desk Analyst @IFS
Edinburgh, GB
Lead application support operations for enterprise software, ensuring system reliability and performance.Drive incident and problem management processes, coordinating cross-functional teams for rapid resolution.Utilize AI-powered tools such as GitHub Copilot to enhance troubleshooting efficiency and streamline workflows.Oversee root cause analysis and implement long-term solutions to prevent recurring issues.Collaborate with development and cloud teams to optimize deployments and maintain application stability.Mentor and guide team members, fostering a culture of continuous improvement and knowledge sharing.Monitor KPIs and service delivery metrics, providing actionable insights to senior management.Champion process improvements aligned with ITIL best practices and cloud strategies.
EDUCATION
Mansoura University
Bachelor's degree, Business/Commerce, Management
Heriot-Watt University
Master's Degree, International Business Management with Finance MSc
ABOUT KARIM ELHARRAS
Lead Application Support Analyst at IFS with 10+ years’ experience in enterprise software, ITSM, and application lifecycle management. Lead teams to ensure system reliability, drive incident and problem management, and deliver process improvements aligned with ITIL best practices. Certified in ITIL Foundation and Microsoft Azure Fundamentals, I leverage AI-powered tools such as GitHub Copilot to enhance productivity and streamline support workflows. My MSc in International Business Management from Heriot-Watt University enables me to combine technical expertise with strategic business insight. Passionate about adopting innovative technologies, mentoring teams, and optimizing business operations to deliver seamless user experiences.
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