Senior IT Operations Manager
Juma Al Majid Group
Total years of experience :20 years, 9 Months
Align Operations with business strategy, Sales & Demand forecast and cascade business balanced score cards
to IT Operations balanced Score Cards. Using CoBIT, CGIET, norton and kaplan, SWOT Analysis
• My position had responsibility for service delivery management and for JUMA Al Majid distributed to 125
site based in UAE - OMAN handling 2821+ tickets per month across UAE while achieving industry SLA
metrics. based on Erlang Calculations or Gartner Benchmarks. With Customer Agreement.
• During my tenure we expanded service operations I developed a full ITSM along with Polices, Procedures
which convert Shared Services to Revenue Services - in charge back model - along with Offshoring Call
Center to save cost. And some cases outsource it in another country to achieve follow the sun with minimum
cost and high quality.
• I defined account manager / business relationship manager based on Per- Vertical .
• My role also served as the lead executive contact for prospective clients, participating in promoting
technology and marketing activities that resulted in the company achieving post-acquisition revenue goals.
• Promote Latest Services to Customer
• Customer Satisfactions 90% for 38902 Requests in a year.
• Implement Make Or Buy Decisions and take decisions in outsourcing IT technical parts based on Cost
Benefits analysis in such as:
• Implement NOC - Network Operation center for live monitoring managed services
• Managing daily IT Operations Team - 30 + (Security, System Admin, Network Admins, Service Desk,
DATABASE, Oracle Applications, Development)
• Decrease IT Expenses & increase quality of services by automating processes and adopting new technology in
operation sides.
• Applying advance Operation Evaluation by applying An Advance Analytic using powerBI & Develop
Dashboard for IT Balance Score Card Mapped with Business Balance Score Card.
• Apply Data Science and Business Intelligence as Main Corporate Performance Monitoring to the group .
• Managing Heterogenous Applications & Systems.
• IT Financial management, Govern IT Purchase Management & BUDGETING
• Develop IT Strategy & Service Design.
• Govern & Implement Assurance on IT Assets Management full life cycle
• Evaluate, Direct & Monitor, SLA Implementation & Performance along with User Satisfaction
Provide customer an Enterprise Architecture Implementation include finTech : Directed the successful implementation of Enterprise Architecture using Orbus infinity, facilitating a cohesive and scalable IT environment aligned with business goals. Enhanced system integration capabilities, resulting in a 30% improvement in operational efficiency and a 25% reduction in IT costs. Such customer as Banks and governments sectors
Digital Transformation Readiness Assesment & Change Management: Drove organization-wide change management initiatives to foster a digital-first culture, implementing training programs and workshops that improved digital literacy among employees by 40%.
External Advisory on Customer-Centric Digital Transformation: Provided strategic advisory services to external companies on adopting digital transformation strategies. This included guidance on leveraging Industry 4.0 technologies to improve customer engagement, satisfaction, and loyalty, thereby contributing to these companies’ competitiveness and success in a digital economy.
Innovation and Thought Leadership: Regularly contributed to industry forums and panels on digital transformation, enterprise architecture, and the future of technology in business, establishing myself and Al Majid Digital Solutio
\[Highlights Achievement\]
-Implement Service Desk System based on ITIL Framework- ManageEngine
- Implement PMI in IT using SharePoint & Ms. Project.
-Increase Systems availability to 99.9% a year.
-Implement ISO27001 & Organization Information Security Policy.
-Implement Skype for Business (Unified Messaging)
-Budgeting and Planning SAP Implementation dated in 2016
-Develop Warehouse Items QC Releasing.
-Build Organization Portal using SharePoint Portal (in-house)
-ECM - OpenText (Paper less Environment)
-Track & Trace - as per SFDA
Key Responsibilities:
• Transform Business Strategic Goals to IT Objectives by Understanding & analyzing Business need with taking in consideration Information Integrity & Security then transform Objectives to IT Projects & IT Services using IT Best Practices & Frame work such as CobIT, ITIL & PMI
• Responsible for ERP Baan / Infor LN 6.1 in its continuous development, Maintenance, Support and implementation Controls. Where modules are Finance, Warehouse, Production, Quality, Orders Management, Service Module.
• Manage Group Needs, Projects & Operation monitoring including factories.
• Enabling Business & provide Organization capability to overcome on management challenges & obstacles by providing latest technology solution and services.
• Managing technology transfer and customization of turnkey IT solutions, aided by a team of engineers, technical support specialists, Developers, system analysts, technicians etc.
• Hiring suitable IT team and manage IT team consist from eight persons
• Preparing annual operational budgets, investment plans, for general IT-operations of the company and upgrading IT infrastructure, formulating quality assurance standards / procedures, suggesting new upgraded products for better performance and efficiency.
• Responsible to manage: Application & Development (three), Technical Support (Three), Infrastructure (Two), ERP Functional Support (Two) and Information Security Officer( One)
* Member of Pre-Opening Team
* Full Cylce Project Management for Building IT Department from scratch.
* Building Local Operational Procedures and Policy.
* Schedule, perform and verify regular data and system back-up’s.
* Schedule and secure other form of periodic tasks, such as larger batch-processing jobs etc.
* Implementing PCI Standards & ISO 27001
* ensure sufficient fallback routines for all relevant, strategic applications. This include written fallback procedures, periodic training of key-users, required material, form etc. on stock.All with the purpose of overcoming an unscheduled system halt with least possible loss of money and guest service.
* participate in internal meetings regarding system development, and act as an internal consultant.
* preparing annual operational budgets and investment plans, as well as running forecasts etc., for general IT-operations of the hotel.
* responsible for financial follow-up of actual expenses compared with budget, forecasts etc.
* responsible for suggesting improvements in data processing or other relevant areas that will serve the company best from a profit point of view.
* assist hotel department heads in the preparation of investment plans and budgets for specific applications required for other departments.
* Hotel Using Latest Technology with total number of rooms 336
* Managing Epicor - Scala Financial Module
* Manage & Troubelshoot Avaya IP Telephony, SIP Server & Audix Server
\[Projects Achieved\]
* Implementation Locatel IP TV for Hotel Guests in all 365 Room
* Implement Access Control System for Administration & Guest Rooms 365
* Implement CCTV for monitoring all critical security & Operation areas
* Install & Configure HP Switches (2 Core Switches * 100 Manageable Switches),
* Setup Physical Network Infrastructure from UTP cabels and Fiber Optics
* Project Management for Property Managment System - Opera Express
* Project Management for Point Of Sale Micros 9700
* Project Management for UPS MGE
* Project Management for Windows Server & RED Hat Linux server
* Manage sites connection project between Amman Office and Resort
* also all above Project has been Managed by me
Zara Investment is owning company for:
Movenpick Resort Petra
Movenpick Nabatean Castel Hotel
Movenpick Resort Aqaba
Movenpick Resort & Spa Deadsea
Intercontinental Amman
Grand Hayyat Amman
Zara Shops / Souk zara
Zara Expo
Zara Center
- My Job as Business Intelligence Analyst provide an easy way to rapidly analyze Large volumes of data sourced from all over mentioned hotels above from there Heterogeneous system such like SUN Accounting system (either from SQL server or from Oracle), Scala, Fidelio Back Office (DBF files) then centralizing data in SQL Server 2005 after successfully ETL Process in the MOLAP Architecture for Business and decision makers analysis.
- Analyzing the data efficiency and quality.
- Enhancing Business Intelligence Design by enhancing technical / architecture (network, database or ETL) design and enhancing Requirements and company vision by analyzing requirements and researching or studding other BI cases in the world.
- Designing using UML diagrams
- Writing Requirments
- Sutding Hotels Systems Upgrading & purchasing before Approving.
- Assist & evaluate in Systems design & IT infrastructure for new hotels.
-Developing Tools to autmoate Buissness Functionality using C# .NET.
-Making IT researches for IT & Business Development.
Designing Network using Visio
- Training of basic functions of user software.
Regular data safe /backup.
Budgeting, Planning and managing approval process for IT Expenditures
Compliance with IT Policies and Guidelines
Writing report to the GM and to the Director of IT Region
documented all systems, networks, hardware and software properly
Will train all staff to use the software to the advantage of their performance and to the hotel’s benefit in increasing efficiency. Which training coordinated monthly with the Personnel & Training Manager and the Director of IT Region.
Ensuring within the property that the Data quality can be maintained by the operations people. (Properly running systems, proper training to the users for usage of systems, eventually process reviews with the responsible department heads, recurring review of data quality, etc.)
Taking care in correct handling of hardware, peripheral equipment, proper working conditions (Temperature, Power earthing, etc.) and the training of staff to use and maintain the equipment they need for their daily work.
bResponsible for Hardware Maintenance.
d)Responsible for Software Licenses and Managing them.
e)Responsible for Managing hotel documents
f)Analyzing Property Demands and equipment to find IT solution by my own developing software or by Word Wide IT solution to, increase work speed and to simplify work in more manageable way
g)Responsible for managing two hotel Mövenpick Resort Petra & Nabatean Castle Hotel
Total IT Resources list Managed in this JOB:
40 Computer
1 windows 2003 server / exchange server
1 SCO Unix Server / Micros 8700 POS
1 Novell Netware 5.1 server
Seven switches (Seven Network Segments)
20 POS station
1 Cisco PIX 506e firewall
1 ISA firewall server
20 users Printer normal & network printers
2 Time attendance Machine
1 router for SDSL Leased Line
1 ADSL Modem for internet backup line
Fidelio 6.2, Micros, Call Account System, VingCard Dyna Systems
•Administrator on Network, more than 10 Dlink switches Exchange Server 2003, Wireless Network 802.11b, Windows 2003, ISA Server, DHCP, DNS, CISCO Firewall 506 PIX, VPN, Connecting Site to Site (VPN) as we connect Amman Regional Office With Dead Sea, 90 PCs, SCO Unix Server, Micros 8700(POS System), Fidelio System, Ving Card and more than 11 network/parallel printers., WiFi; installing & Administrating on more than 200 Wireless Access Point which cover all hotel.
•Users Support & Users Training.
•Computer Maintaining, Formatting & Setup Operating System for PCs.
• treated with shielded, UTP & Fiber Optic Cables.
• participated in WEF two times (World Economic Forum).
•Documents Management.
*Programming (by C# .NET) A Many tools which helps in IT Administration and users.
*Administrator on DB ifor DBF files & SQL server.
*simple management for Maradian SwitchBoard.
•Network & Server Administrator, Windows NT 4.0 server & Workstation, Cabling, Internet Administrating, users documents Management & security etc…
•System Administrator on Fidelio, Ving Card, Micros (Generating Reports & System Maintenance).
•Exchange Server Administrator (Configuring Exchange Server and Microsoft Outlook).
•Programming Door Locks using HP 1000 CX palm top.
•Computers Maintenance, software troubleshooting solver, formatting, setup systems, configuring Servers & PCs.
•User support, MS - Office (Ms- Outlook 2000, MS- WinWord, PowerPoint and Excel) windows 98 & NT, AutoCAD etc.
still perusing on progress
Certified Information Systems Auditor (CISA) is a globally recognized certification in the field of audit, control and security of information systems. CISA gained worldwide acceptance having uniform certification criteria, the certification a high degree of visibility and recognition in the fields of IT security, IT audit, IT risk management and governance. Vacancies in the areas of IT security management, IT audit or IT risk management often ask for a CISA certification.[1] The certification is extremely challenging and is associated with a high failure rate[citation needed]. CISA is awarded by the Information Systems Audit and Control Association (ISACA).[2]
Project Managment Professional License PMP #1603339 1.Project Integration Management 2.Project Scope Management 3.Project Time Management 4.Project Cost Management 5.Project Quality Management 6.Project Human Resource Management 7.Project Communications Management 8.Project Risk Management 9.Project Procurement Management 10.Project Stakeholder Management
ITIL (Information Technology Infrastructure Library) Office of Government Commerce (OGC), License U90LON5016 is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business
Completed in grade 76.1% Very Good
URL removed due to policy violation. Please contact support for further information.