Omar Alwan

Overall responsibility for ICT operations and infrastructure

IT-systems review
Systems documentation review
Knowledge transfer

Leading and managing the Problem Management process in IT-operations for application operation ERP.

Control the lifecycle of all problems

Effectively identify repeating incidents and eliminate them by workarounds until a root cause is identified

Minimize the impact of incidents that cannot be prevented

Liaising with third party suppliers to ensure Problem processes are delivered effectively according to SLAs and business requirements

Work closely with both internal and external entities in achieving goals and objectives

Coordinate operational resources and cross-functional teams to effectively manage Problems and Changes related to problem activities

Manage and coordinate changes related to problems

Lead internal Problem forum meetings

Manage projects related to Problems

Member of the (CAB) Change Advisor Board

Manage and lead change activities in IT-operations for the Swedish Pharmacy company (over 300 pharmacies around the country)

Hold CAB meetings

Analyze and approve IT-operation changes

Manage day-to-day support cases
Support end users to resolve PC hardware and software problems
Follow the SLA to close helpdesk tickets on time
Working with group development
Training group members using incident module in HP 6.1 Service Center

Manage day-to-day operations
Support end users to resolve PC hardware and software problems
Follow the SLA to close helpdesk tickets on time

Training employees to use different Internet services and specific programs
Teaching Internetworking courses
Teaching MS Office basics/advanced