Jamal Al Nakhlani

Responsible for assessing the severity of failures of the Halifax Bank - Global infrastructure Services and the efficient implementation of technical solutions.
• Ensuring accurate system incident reporting and service improvement revision activities based on clients’ Service Level Agreements (SLA/SLM) to maintain close relationship with customers and vendors
• Design and plan the tasks of developing, implementing, defining infrastructure change management strategy to ensure that the activities performed and mitigation plan are aligned to the overall corporate business continuity services strategy.
• Asses infrastructure Incident/Problem change management impact to the organization and compile mitigation plan to exceed customer requirements and future retention.
• Responsible for inaugurating and planning the overall organizational business change management system are properly established and practically adhered by all.
• Defining project (SOW), structures and operating digital transformation model.
• Transformation of resource allocation 1st, 2nd and 3rd line (Office 0365 Enterprise, Oracle and Microsoft Server Database, O/S, servers, ATM devices, Application, Network and Storages) engineering team.
• Coordinate the efficient and effective provision of offshore delivering services to meet the requirements of bank contractual obligations
• Ensuring quality assurance standards of the work done are well planned and tested as defined by the project before acceptance is attempted..
• Generating schedule monthly service level & performance reporting in line with the delivered infrastructure, performance and trends
• Managing team to perform complex Infrastructure Cloud DC migration, Business Continuality (DR) and internal and external multi system integration are met as per project commitment to quality, deadline and in budget
• Secured the availability of infrastructural services in accordance with SLAs in terms of “people and process”.
• Significantly improved the coordination of incidents mitigation and infrastructural problems by implementing critical service improvement ITIL framework plan.
• Managing the backbone infrastructural vendors and chain services into a single robust infrastructural securing the way forward for future maintenance and risk free.
• Implemented infrastructural changes and services regarding Business Continuity Management (BCM) and Disaster Recovery (DR) Quality Assurance and operational stability.
• Single-point-of-contact for internal service capabilities and 3rd party software / infrastructure vendors, including the maintaining and management of Operational Level Agreements.

As a head of ICT, my primary responsibility is to oversee the streamlined operation of the ICT department and ensure it aligns with the business objectives of the company. As well as focusing to develop and consolidating ICT fixed-line telecommunications, GSM, ELV and backbone FTTx s (OSP/SP) project deployment and maintenance..

• Controlled the preparation of the ICT business strategies, budget planning and review progress, monitor transformation performance activities to insure business objectives aligned and controlled.

• Contributed to the development of the Corporate Services strategy by developing the annual ICT plan to ensure that the activities performed are aligned to the overall corporate business transformation and contract maintenance services strategy.

• Monitored the performance of the GSM, IBS and backbone fiber optic projects and prepare periodic upgrades on its overall performance and maintenance improvement

• Ensured the performance deviations are identified and reported in a timely manner to maintain an effective and efficiency with our internal and external business clients (Ooredoo, Huawei, Vodafone, QNBN, ICT Qatar and LS Cable) and Government departments.

• Managed the day-to-day duty of hybrid network, and operations of the ICT department teams by providing guidance in the related areas ensuring compliance with the network security obligations and manage security vulnerability.

• Encouraging teamwork and facilitating related professional work capacity and quantity processes in order to achieve high business performance standards.

• Ensure tall internal vendor employees’ activities are performed in a timely and according to the service level agreements with our business customers

As Cloud Data Centre T3 and T4 24/7 senior Shift Manager IAAS .SAAS, and PAAS Services provision, extensive technical knowledge of cloud data centre infrastructure transformation & management support and maintain 7, 000+ enterprise clustered servers, distributed and highly available mission critical databases and enterprise applications owned by customers around UK and Europe including Large Financial Organisation, National Health Services and London Metropolitan Police.

• Ensured to identify areas of business objectives and enhance change management operations data storage, software/Hardwar, telecom DC infrastructure Integration platforms and fault tolerance and rapid recovery.

• Ensured monitoring and managing all incidents and changes are carried and incidents root cause reports compiled and shared with internal or external customers and vendors,

• Manages urgent CAB or ECAB meetings for all urgent RFCs chairing meetings scheduled during the shift

• Ensured effective and efficient resolution of all Telecom, Storages and servers infrastructures staging are all under and within defined service agreed with our customers

• Reviewed all implemented new migration or changes to ensure that they have met their objectives

• Led the development of internal and external datacenter migration plan, monitored work progress, and controlled the work of a technical 1st, 2nd and 3rd line team, while considering business management aspects.

• Safeguarded the datacenter migration plans to ensure a sound approach with a solid understanding of risks and issues

• Worked with application, database and infrastructure owners to identify roadmaps, planned changes to Identify and articulate potential impacts to planned activities to the business.

• Carried out quality assurance and overall integrity of the project by focusing inwardly on the internal consistency of the project(infrastructure, applications, operations, Databases) and outwardly on its coherence with respect to objectives our internal and external customers

• Maintained business change priorities, objectives and business drivers best course of maintenance actions & priorities in restoring services to ensure maintaining an effective and efficient of all tasks are as defined by ITIL process framework

As VTSPM, I managed to deliver design and implant services the media centre and coordinated with third party vendors to ensure all Data, Voice and Audio network technology services are carried out to agreed spec and on time, prioritised of works in line with the company and government required SLA's and KPI's, liaised with other Service Departments such as Problem, Change and Configuration Management to ensure information is shared between teams and kept up to date.

My day to day job also requires extensive skills to managing multiple projects with different vendors, be delivery focused, excellent negotiation with deferent departments, sub contractors and suppliers to accomplish through the project from designing, implementation and operational thus facilitating the improvement in the overall process and facility infrastructure, quality and smooth running of the show.

My capability is charged with understanding Network Operation Centre Change and incident processes, services and all data warehousing architecture incident alarms by performing critical mega stream SDH Intelligent and self-healing Networks, incident monitoring system, critical incident change Management and restoration of services.

Responsibilities
• Real Time & continuous follow-up with global support teams for Critical incident resolution

• Manage and coordinate activities during overall ticket life cycle

• Ensure that the Incident record is fully updated prior to Problem Management handover

• Responsible for categorising changes types (Planed, unexpected, gradual and large changes).

• Escalating all Incident and change notifications as per agreed process with the change owner

• Follow the global Service Restoration Management Process

• Coordinate cross department communications when required to assist in resolution of Incidents/ Problem/ Changes.

• Ensured that the correct Technical teams are engaged and proper focus is paid to outages and recovery.

• Contribution to on-going process & operational improvements

• Responsible Service Ops team - Monitoring, communication hub for NOC, Initial diagnostics, impact assessment;

• Ensured Network Repair IP - Technical investigation of IP related infrastructure faults, vendor engagement, overnight change implementation;

• Coordinate Network Repair Transmission incidents - technical investigation of Transmission infrastructure faults, vendor engagement, overnight change implementation;

• Ensured Data/Voice Analysts - Monitoring of core voice and data switches, technical investigation of data and voice related faults, vendor engagement, overnight change implementation.