Manager, IT Service Management
NCB
Total years of experience :18 years, 8 Months
Part of a team of IT professionals who manages different sectors within the Bank to deliver cost effective IT services and target 99.9% systems availability with agreed SLA’s
• Used ITIL Service support areas of Incident, Problem, Change, Release, Configuration Management and Service Desk
• Develop & establish operating policies, ITIL practices, internal controls & best practice approaches for computing and IT systems/services; Evaluate overall operations of computing and IT functions & recommend enhancements
• Responsible for the alignment of IT services to meet and where possible exceed the expectations of the business and its external customers, encourage and develop a first class service delivery culture within the IT group
• Wrote the policies, processes, procedures for IT Operations, Service Management and Service Desk department
• Review and approve major contracts for computing, IT services & equipment. Ensure the security of the information systems, communication lines & IT equipment.
• Responsible for the development, review & certification of all back-up and Disaster Recovery Procedures & Plans. Management of all IT Backup & Business Continuity Planning (BCP).
• Managed disaster recovery planning document for all applications/systems, documenting a standard operating procedures for how the Bank handles disaster recovery
• Responsible for Vendor relationship management across server & network infrastructure; Manage all IT vendor & outsourcing relationships in line with global policy, including contract / cost negotiation and Service Level Management
• Created the change management governance process, policies, and procedures for the organization.
• Chaired the Change Advisory Board(CAB) ensuring that changes are prioritized, planned, tested and implemented in a controlled manner without risk to the business
• Worked on HPSM/QM tool and made sure the monthly releases are implemented in a timely fashion and that all changes/releases are implemented with very minimum downtime to business, and once changes are completed follow up with business and make sure that services are up and running as required
• Ensure that all routine technical maintenance and other operational tasks are carried out with the minimum disruption to customers by agreeing and carefully planning out of office hour’s work in maintaining system performance, availability and disaster recovery procedures.
• Used ITIL v3 qualifications to develop ITIL best practices in service operations and support delivery within the IT group
• Continually strive to improve service and have identified and initiated a number of service improvements which have significantly improved service
• Ensure customer satisfaction by demonstrating a high level of professionalism and providing input on process improvement
Responsibilities:
• Build and maintain an effective security incident response team SIRT.
• Define and document policy, process and procedure for incident management
• Ensure response to all security incidents on 24X7 bases.
• Ensure compliance to the organization policy and procedures.
• Perform basic forensic process to support security investigations.
• Coordinate with teams responsible for recovering impacted systems.
• Improve the security incident response process through evaluation of previous responses
• Ensure consistent and timely reporting of response activities.
• Assist SIRT with training, awareness
Responsibilities:
• Responsible for ensuring compliance to IS security policies in IT projects.
• Design, evaluate and implement security solutions.
• Conduct penetration testing and vulnerability assessments on operating systems, database and networks.
• Carry out OS hardening, server testing, server configuration for tuning server and network performance.
• Draft and update information security policies, procedures, technical standards and guidelines.
• Assist in developing security awareness programs targeting IT staff as well as users in business divisions.
• Perform daily system administration task on security components.
Responsibilities:
• Responsible for the maintenance of computer systems and applications on systems like UNIX, Microsoft OS.
• Responsible for configuration management and maintaining application and system parameters to ensure effective and efficient error-free processing.
• Maintenance and repair of File Systems and DB to ensure their accuracy.
• Responsible in providing guidance and support to Operations staff.
Responsibilities:
• Develop, plan and organize any change / upgrade in the Network (Token ring and Ethernet topologies with Microsoft NT OS).
• Monitor performance of the communication system.
• Implement hardware and software changes that are required in improving system performance.
• Log statistics and accounts on the systems and the network