Regional Service Manager
Airbus Defence and Space
Total years of experience :15 years, 6 Months
Line management for a team of 35 engineers.
Management of sub-contractor team of 35 technicians
Manage the provision of necessary certification for invoicing to the customer (Certificate of Conformance).
On call during weekends and holidays to perform the daily customer reporting and answer any customer request 24/7.
Establish/review IT policies, procedures and processes based on best practice (ITIL) to support the delivery of the services.
Manage day-to-day IT service operations tasks/activities.
Implementation of IT infrastructure, software, hardware and applications such as Telecommunication (TETRA), Microsoft Servers, CISCO Networks, Surveillance and Electronic solutions (CCTV and Access control), Fiber Optic Technology (SDH) and Date Centers.
Lead integration of all systems and subsystems and ensure the functionality.
Lead implementations of new services and ensure fitting for purpose and use.
Ensure all services provided to the customer meets the service level agreement (SLA).
Preparation of daily status reports to customer for system availability and performance (KPIs).
Evaluate the IT infrastructure performance and do the necessary improvements.
Managing a dashboard for incidents and service requests based on user helpdesk daily reports.
Create/Manage system periodic preventive maintenance procedures and scheduling.
Continuous improvement of Incident tickets for qualitative failure and resolution descriptions.
Manage the training for all new/current Airbus IT operations resources.
Interface with suppliers/vendors for business requirements discussions.
Develop RFPs, evaluate and negotiate all quotations provided by service providers (vendors).
Ensure all services provided by service providers/vendors match the requirements and business needs.
• Leading a team of four system administrators and five technicians.
• First interface of Airbus with the customer (BG)
• Manage scheduled preventive maintenance.
• Manage corrective maintenance and assign tasks to the team members.
• Following up with the third parties to ensure all issues are resolved.
• Installing, configuring and managing Microsoft Windows Server 2008 R2, 2012 and 2016.
• Installing Microsoft windows 7, 8 and 10.
• Configuring, Implementing and managing (Active Directory, DHCP, DNS, WDS, WSUS, …etc).
• Installing, configuring and managing Microsoft System Center (SCCM, SCOM and SCSM).
• Implementation and managing CISCO equipment (Switches, Routers, firewalls, IDS/IPS).
• Design and Configuring IPv4/IPv6 routing protocols (OSPF, EIGRP, RIP, …etc).
• Installing, deploying, configuring and managing Antivirus servers and clients (Symantec)
• Integration of the systems and subsystems and ensure the design allows all components to work properly together and make recommendation for future upgrade.
• Installing, configuring and managing customized defense systems such as SIP, SYTAR, JoCCIS, C2-Mobile, C2 Overview, C2 back office.
• Contribute to documentation of maintenance processes and procedures.
• Initiate Monitoring of the C4ISR system operational hardware and software (HW and SW).
• Responsible for the functional checks at shift take-over and periodic checks during on-duty period.
• Responsible for identifying and diagnosing system malfunctions and degradations and fault analysis.
• Reports system malfunctions to System Engineer.
• Administration of Microsoft servers (Active Directory, exchange, DHCP, DNS, WDS, WSUS…etc)
• Manage incidents and service requests (new PC, user accounts, email addresses, …..etc)
• Manage and administer CISCO network equipment.
• Ensure network connectivity throughout a company’s LAN/WAN infrastructure is on par with technical considerations.
• Maintain and manage IDS/IPS, firewalls and security systems.
• Deploy and upgrade Antivirus software
• Maintain and verify functionality of Backup systems (IBM, EMC, etc.)
• Implement, monitoring and troubleshooting of military surveillance systems like FLIR Infrared/Daylight Cameras, TRGS Radar.
• Maintain and Manage customized defense systems such as SIP, SYTAR, JoCCIS, C2-Mobile, C2 Overview, C2 back office.
• Monitoring and troubleshooting for TETRA technology.
• Contribute to documentation of maintenance processes and procedures.
Worked as Freelancer and adviser to build IT infrastructure for Medium and small organizations.
• Install, configure, operate, monitor, and troubleshoot complex routed LAN, routed WAN, and switched LAN networks (CISCO).
• Install, configure, and operate wireless networks.
• Configure and troubleshoot many IPv4/IPv6 routing protocols such as OSPFv2, OSPFv3, EIGRP, RIP, RIPv2, BGP.
• Configure, implement and troubleshoot VLANs.
• Configure, implement and troubleshoot WAN technologies such as ( ATM, frame relay and MPLS)
• Implement and configure VPN.
• Install, configure, manage, and troubleshoot MS Windows 2003 (2008) server and Windows XP (7).
• Implement and maintain MS Windows server 2003 (2008) active directory, Exchange, DHCP, DNS, NAS, SAN, printer and ISA servers.
• Install, configure and implement many URL filtering solutions: Websense, Bluecoat…etc.
• Install, configure and manage Antivirus servers.
• Install, configure and implement many devices control solutions: SDC (Sanctuary Device Control) and LDC (Lumension Device Control).
• Install, configure, implement and manage Backup solutions.
• Performing, Preventive, Maintenance & Monitoring operational status of servers at Data Center.
• Problem Analysis & Develop Troubleshooting Procedures.
• Configuration and maintenance of Network Printer.
• Installation, Upgrade and Patching the Operating System and Oracle & SQL Server Databases.
• Install, configure, implement and manage BlackBerry server.
• Install, configure, implement and manage LANDesk Server.
• PC operations and maintenance.
