Senior IT Governance and Compliance Officer / User Access Management
Arab National Bank
مجموع سنوات الخبرة :16 years, 10 أشهر
• Manage all End users access control tasks in Arab National Bank
• Review change requests and risk assessment overall IT departments
• Handling communications with Saudi Arabian Monetary Agency (SAMA) on security related issues
• Ensure all critical bank applications are aligned with SAMA standards
• Perform a quarterly reviews to all ANB applications access lists
• Manage all IT Services delivery incidents within International Systems Engineering
• Manage all IT support services and Service Desk team, through to successful completion and user satisfaction
• Ensure regular reporting on key service performance and quality metrics (in relation to incident management)
• Develop and maintain the incident management process
• Ensure effective and rapid response to Major Incidents
• Provide guidance on Incident Management to all support staff and assist in their training and knowledge development
• Regularly review performance and trends in response to incidents of all types and to provide recommendations to the Head of service management for service improvement
• Establishing an IT Help Desk department with ITIL Standard from A to Z in NAS.
• Creating IT Support proceedure, Standards & Policy to meet IT requirment
• Responsible for Leading & Assigning duties for team covering 24/7 support.
• Reviwing daily IT Support operations
• Running daily/monthly reports to ensure SLAs are met.
• implementing xerox project overall National Air Services (NAS) Sites/locations with 3, 000, 000 SAR 8, 00, 000 USD budget and saving more than 1, 000, 000 SAR for NAS and granted appreciation letter from NAS Procurment & Saudi Xerox for acheaving this project
• In house impelemtation for Service Desk Plus7.0 with ASM integration.
• Asset Management project for NAS.
• Oversees all help desk activities at the regional level.
• Responds to escalated help desk issues.
• Oversees the administration and maintenance of our tracking software.
• Interacts with internal clients on all levels to help resolve IT-related issues and provides answers in a timely manner.
• Builds and maintains vendor relationships and manages the purchase of hardware and software products.
• Manages the purchasing of all software, hardware and other IT supplies at the regional level.
• Ensures that company assets are maintained responsibly.
• Supervise the work of the 1st line of end user support.
• Assigning rules and duties to team members.
• Ensure that the helpdesk system rules are implemented.
• Communicate with customers on serious and pending calls.
• Escalate any pending or unresolved issues to senior management.
• Devise plans and ideas to improve the operations and to raise the standard of customer satisfaction.
• Coordinate with system administrators and systems analysts (who are considered as a second line of support).
• Review and report overall IT department performance against established targets.
• Create and maintain the IT service catalog’s and manage the related SLA’s for these services and establish OLA’s for the internal IT organization.
• Reporting Service Desk statistics (SLAs, Average Handle Time, First Call resolution etc) as well as attendance and other management related statistics.
• Exceptional client relations, involving communication and presentation skills.
• Meeting with prospective customers to determine their requirements.
• Documenting project and related deliverables
• Project Management: Scope, Time, Cost, Quality, Integration and Procurement
• Risk Management on projects based Information Technology and solutions
• Cross-functional team work with other PM’s and co-workers to adjust day-to-day workload.
• Support problem isolation and present solution to customers
• Asset and Security management.
• Administration and Personal management.
• Devising innovative and reasonable technical solutions.
• Integrating solution with customer’s existing IT infrastructure.
• Training of end users on systems deployed
AVAYA Certif 2008, training on CMS " Customer Management System " , UAE- Dubai
MSD Certified 2006, training on how to deal with internal customers
2004, high Academic Diploma Degree in Network and Communication, with overall grade of “very good” (three years) King Saud University. Riyadh
HP Certified 2004, training on OpenView Service Desk