IT Operations Manager
Ministry of Culture - Saudi Arabia
Total years of experience :6 years, 10 Months
- ITSM Project Manager ( ServiceNow )
The scope of project cover high-level processes as below:
Service Catalogue - Incident Management - Problem Management - Change Management - Software Asset & Configuration Management - Knowledge Management - Demand Management - Access Management - Capacity Management Availability Management .
- Transfer Urban Heritage Systems project from Ministry of Tourism to the Ministry of Culture as project manager.
The scope of project is transfer the system and all data & information related to the system to MoC .
- Write and review and evaluation criteria the Request for proposal (RFP) .
- Handling the reports provided by Governance, Risk, Compliance, Internal Audit and Cybersecurity .
- Handling the change management in D&T department.
- Established a new IT services department from scratch with responsibility for overseeing all IT operations from staff recruitment and management.
- Developing and maintaining the department’s strategic roadmap in line with organization objectives; performance managing 15 staff and evaluating
All technology operations according to established goals.
- Overseeing and providing service and supporting to 11 authorities.
- Overseeing 24/7 IT service desk, SLAs, Problem and configuration management.
- Manage daily operations of the IT department.
- Managing the activates of opening new branches throughout the country.
- Providing recommendations when it comes to improving the organizations IT services.
- Evaluate the performance of service desk team.
- Determine the best solution based on the issue and details provided by support team.
- Provide technical training and enhancing the quality of IT products and services.
- Communicate with business departments to understand their requirements.
- Managing and Administrating all users domain and account.
- Follow up with suppliers for hardware delivery and installation.
- Supervising the operation of the CCTV system.
- Reviewing IT service contracts.
- Provide work direction to each team member. Ensure there is adequate phone and case coverage via MEP Manage Engine system.
- Managing day-to-day activities of Service Desk Department involving hardware, software.
- Contribute to 1st level support (end users): manage, resolve and track user incidents and requests, manage escalation of issues and ensure resolution, support to local users on site and control the users creation and removal.
- Direct unresolved issues to the next level of support personnel.
- Record events, problems and their resolution in logs.
- Assist with the installation of new hardware, software, and help train employees on its use.