Islam B Alazzab

Accomplished Principal SaaS Support Engineer with extensive expertise in Oracle Transportation and Global Trade Management cloud ecosystems. Proven track record leading mission-critical implementations, resolving complex technical incidents, and mentoring global teams. Dedicated to driving customer success through proactive system optimization and advanced integration strategies.

Principal SaaS OTM & GTM Cloud Support Engineer at Oracle America (2017-12 – Present)

Act as a principal technical expert providing world-class support for Oracle Transportation Management(OTM) and Global Trade Management (GTM) cloud services. I resolve complex product issues, collaborate across global teams, and drive customer success for mission-critical logistics and trade applications.

• OTM, GTM, OIC Integration, IoT integration, REST API, Redwood & AI Agents SME & Champion
• Diagnose and resolve complex system, platform, and application issues in live customer environments.
• Cross-functional teams (Dev, Ops, OAC, OIC) collaboration to optimize cloud service delivery and drive rapid resolution of technical problems.
• Mentored junior engineers.
• Develop knowledge base articles, best practice guides, and contribute to internal/external training materials.
• Proactively monitor customer systems to prevent issues and ensure optimal performance.
• Root cause analysis (RCA) for high-severity incidents and drive corrective/preventative actions.
• Advise customers and partners on configuration, integration, and usage to maximize business value.
• Platinum Projects, Implementation Support Lead (ISL) to improve the overall customer experience during implementation projects until go-live and stabilization (KPMG, NetApp INC, Sally Holdings, Nextracker, DARIGOLD INC, Milwaukee Electric Tool and more).
• Release testing (New Features)

Senior SaaS OTM & GTM Cloud Support Engineer at Oracle Egypt & Oracle America (2010-12 – 2017-12)

A Senior SaaS OTM & GTM Cloud Support role at Oracle typically focuses on providing advanced technical support for Oracle’s Transportation Management (OTM) and Global Trade Management (GTM) cloud applications.

OTM & GTM Technical Support Engineer at Oracle Egypt (2006-04 – 2010-12)

A OTM & GTM Support role at Oracle typically focuses on providing advanced technical support for Oracle’s Transportation Management (OTM) and Global Trade Management (GTM) cloud applications.

Master of Business Administration (M.B.A.) in Marketing Management – Cardiff Metropolitan University

Master of Science (MSc) in E-Commerce and Logistics – University of Sunderland, UK

Diploma in eCommerce – Information Technology Institute (ITI), Egypt

Bachelor in Computer Science – Sadat academy for management sciences, Egypt