Head of Service Delivery and Operations
Nournet
Total des années d'expérience :16 years, 3 Mois
Establish and rollout a strong IT Governance framework, and control the overall quality of service delivery.
Ensure robust process and procedure to achieve the continuous improvement of service delivery, service quality, SLA adherence and customer satisfaction.
Participate in formulating strategies, policies and objectives for Service delivery related to the department.
Control the department performance and set KPIs for monitoring the performance of it.
Ensure sharing the service delivery reports, risk register and issue tracker for complete deliverables.
Managing the delivery of services for all customer accounts and ensuring the SLA adherence.
Ensuring that the technical delivery of all services meets quality, scope and service level requirements of Nournet.
Ensuring that all changes and other customer service requests are fulfilled timely and accurately.
Scoping, planning and managing different projects within the Service Delivery department.
Building and maintaining strong working relationships with all levels of knowledge based applications consulting experts and customer care personnel.
Identifying, documenting and implementing process improvement initiatives.
Oversee the SLA adherence, team effective utilization, productive involvements and customer satisfaction.
Improving productivity, which results in increased cost effectiveness and value.
Contributing in setting defined policies and procedures, systems parameters, systems implementation and the introduction of new services of Nournet.
Provide extended support in presales and practice activities for the current and new business opportunities.
Ensure the offerings are professionally introduced, accepted and delivered.
Evaluating and defining requirements for new services in line with service line strategy.
Submitting the department capacity planning, progress and achievement reports to the management for review.
Perform vendor management to keep the team in line with the latest technology growth.
Conducting periodic meetings with subordinates for progress and workflow review and performed actions.
Specifying manpower requirements according to the recruitment and selection system.
Identify the training needs of subordinates and evaluate the outcomes in coordination with the HR dept.
Conduct performance appraisals for subordinates on the scheduled plans and recommending necessary actions.
Project involvements / Role: AMAALA Network, Security, Infrastructure, NOC and SOC Managed Services
Mawthouq (Saudi Post) MaaS Project
qualitative service across Saudi Telecom Company (STC) infrastructure systems - Domain Services, Microsoft Exchange, SCOM, Hyper-V, File Server, and BlackBerry Servers and any newly production services.
•Function as Senior (Level 3) engineer managing team operating the active directory, SCOM and Webjet Admin services including escalated cases from level 1 and 2 engineers.
•Directly reporting to: Operations department Leader.
•Number of direct reports: 4 engineers.
•Providing training, orientation sessions for team members with regards to new products and services
•Ensuring prompt resolution of technical incidents reported by the operation team
•Implement SQL queries for security audit reports, forensic inquiries for active directory security logs
•Monitoring and managing Exchange events & alerts, Message Tracking/ Queues, Users/Groups Mailbox Properties.
•Verifying ISA servers, server events/logs, server software/hardware availability, and backup with Backup team, disk usage, and system services.
•Coordinating activities related to STC cloud handover project in all phases.
Project Name / Role: STC infrastructure and Enterprise Messaging services
Responsibilities:
•Managing complex Windows Server 2008 R2 Active Directory environment with 17 DCs, DNS, DHCP and SCOM/ACS systems, for around 40, 000+ AD accounts.
•Bulk enrollment with strong experience in both “PowerShell script” scripting.
•Managing System Center Operations Manager (SCOM) with Root Management Server (RMS), 3 Management Server and 2 clustered SQL servers. SCOM Audit Collection Service (ACS) with clustered database, and a Certificate Management server.
•Managing highly available Exchange 2007 with 26, 000+ mailbox accounts across the kingdom with 22 mailbox servers (CCR clustered), WNLB 10 CAS servers, 2 CAS Arrays, 10 HUB servers and 2 Signature servers (Exclaimer).
•Managing “Microsoft Active Directory Certificate Services” CA server with both “Root CA” and “Web enrollment.
Project involvements:
•Migration for current STC SCOM 2007 R2 to 2012 R2 with STC Design team, providing all initial inputs and managing the two environments (On-premises and Cloud) “in progress”.
•Implementation for STC SCCM 2012 project managing both environments with Design team, providing all initial inputs “in progress”.
•STC Private Cloud operation handover project, including Cloud virtualized servers (DCs, Exchange 2010, System Center 2012 (SCOM/SCCM/SCVMM) and Blackberry servers) for “STC” and “VIVA Bahrain” users “in progress”.
•Windows server 2003 domain controllers decommission project.
•Raising the forest function level from
Lync 2013 with knowledge on administering both stand-alone and high available designs.
•Managing public exchange SAN certificates from authorized vendors.
•Managing Nournet webhosting services managed under both IIS-based, Plesk and CPanel control panels.
Responsibilities:
•Implementing, operating and maintain the Microsoft design with directory services
Grade: Good Project Grade: Excellent