Group IT Manager
Al-Kazemi Group
مجموع سنوات الخبرة :22 years, 6 أشهر
Sr. Manager-IT Infrastructure, Applications Al-Kazemi Group, Kuwait 2015 - Till date
(Reporting to Vice President)
Person responsible for centralize, design, development and managing the provision of the complete range of ICT Data Centre and ERP application system-MS Dynamics AX from HO to branch offices.
Responsibilities
Business:
• Aggressive prospecting in respective market for prospect clients and maintaining a healthy prospect funnel.
• Identifying prospective clients from various sectors thereby achieving business targets.
• Promote Solutions (Contract to hire Business/Professional Staffing - IT) holistically in designated market.
• Responsible for the complete business development cycle from prospecting, Presentations, negotiations and New Client sign up followed.
• Revenue generation and Achieving Business Targets.Target tier -1 Companies.
• Ability to build /nurture/grow a strong network of people/channels (internally and externally) for lead generation and Business Development.
• Handling existing Business/Account Management
• Developing relationships with key decision makers for business development. Handling specific business units of Clients
• Actively coordinate with Finance team for monthly invoicing & payment process.
• Managing third Party vendors.
• Escalation handling by defining escalation Matrix and level of escalation.
• Handling Backend Delivery team
• Handle Team of 10 recruiters
• Requirements gathering and Analysis - Handling and Supporting the Delivery team in requirement Analysis and making action plans to meet service level agreements.
• Managing customer service operations, from requirements gathering to Closing the requirement.
ICT
• Identify the requirements for IT based services that exist across the business, so as to provide a satisfactory basis for a service and infrastructure plan.
• Assist Director in analyzing overall IT strategic targets.
• Identify IT strategies and key IT initiatives with appropriate plans to meet Group strategies
• Work with fellow managers to ensure that the IT strategy recognizes operational and technical best practice.
• Manage all IT services in such a way as to meet business requirements.
• Review and approve action plans, requests and activities related to IT processes.
• Manage all the activities related to Project Management, including defining the project team, scope and targets as well as evaluation of the project at the end of a project phase.
• Assist the role of IT Department in case of any service technical provided to other departments and develop internal SLAs.
• Identify and prepare IT requirements for the annual budget.
• Review and approve payment and purchase requests.
• Identify the technical and resourcing strategies needed to support the needs of the Group business.
Application
• Works closely with Product Development, Product Management and the Customer Support teams to insure product quality and end user/customer satisfaction.
• Maintains test plans, test cases and automated test scripts that include resource requirements, schedule assumptions and scope based on pre-determined product requirements.
• Executes test plans, logs defects to an agreed upon severity rating and makes recommendations to address defects to product team.
• Interfaces with other internal QA organizations to develop comprehensive test plans and test coverage across product portfolio.
• Drives continual process improvements in the evolution of testing procedures for future replication.
• Works with users and applies user feedback to drive product improvement through the development process.
• Evaluate new product features and execute test cases for function, performance, and scale.
• Perform regression tests to verify new development does not introduce defects into existing functionality.
• Clearly document test cases so steps can be followed by new testers and can also be used to implement automated testing.
Consultant-IT Infrastructure, Applications Al-Essa Medical & Scientific, Kuwait 2013, 2014
(Reporting to Director)
Project: Al-Amiri Hospital Expansion (Full setup of Data Centre Operations of IT Infrastructure and Service Desk Management)
Responsibilities
Business:
• Meet regularly with Strategic Heads/Business Heads/Hiring manager of various companies to get insights on their HR plans and provide HR Solutions accordingly.
• Crafting and delivering effective presentations to prospect audience.
• Ensuring sign-ups as per the legal requirements with clients using pricing framework, Acquisition of new accounts & client management.
• Account and ensuring profitability for Business Improvement.
• Exploring New Business Opportunities in the Existing Clients and Increasing Client Account penetration and revenue.
ICT
• Preparing plans for all hardware & software programs and forecasts for budget and implement various cost effective methods.
• Oversee all aspects and implementation of IT operations.
• Translating Business needs into technology requirements that supports the company's Business objectives, and to successfully manage all phases of IT Projects from needs analysis and requirements definition to vendor, implementation and training.
• Setting up a strategic IT planning & management of the Centre’s IT services and infrastructure and assisting in the delivery of successful events through relevant and functioning IT solutions.
• Build & maintain vendor relationships and managing the purchase of hardware & software other IT supplies.
• Oversees the administration and maintenance of information technology infrastructure systems.
• Managing, controlling and monitoring the installation, operation and maintenance of IT infrastructure, i.e. servers, PC and LAN equipment, and communication systems.
• Developing, maintaining and facilitating the implementation of a sound and integrated IT framework.
• Developing IT strategy, Project Management and implementation of state of the art ERP systems for property management. Perform accurate effort estimation and effective project costing for projects.
• Providing direction, guidance, and oversight to managers on all technical issues and provides escalated on-site support of hardware, software and network connectivity issues.
• Managing the delivery of Voice and Data Network, project integration, transition and manage delivery team to ensure latest software releases and functionality.
• Understanding business requirements and work toward delivering cost effective solutions; design and develop long term and short term strategic plan for the department.
• Introducing, installing new system upgrades, security backups and access protocols for hardware & software systems. Ensuring maximum performance from utilization of hardware and software.
• Strategies, plan, develop and implement the company’s IT budget and infrastructure plan.
• Managing the Asset Register for all leased equipment and conduct scheduled reconciliation for the purpose of financial control and accountability.
Detailed responsibilities
- Provide overall management and administration of the IT department.
- Review departmental requests for technology and make recommendations, as appropriate, including alternative systems options.
- Establishes written policies and procedures for information technology acquisition and utilization.
- Overseas the daily operational activities of technology systems.
- Provides users with appropriate support and advice
- Evaluates technology and makes recommendations to user areas in terms of compatibility and effectiveness.
- Ensures the security of data from internal and external attack.
- Provides secure access to the network for remote users.
- Keeps up to date with the latest technologies and software developments.
- Evaluates and makes recommendations for user training.
- Directs applications systems planning, budgeting, acquisition and acceptance of new technologies.
- Provide leadership and accountability for all IT personnel and their work.
- Provide out of hours support in case of critical IT system failure.
- The application of IT in a Business environment.
- Information technology systems design and programming.
- Principles and practices of personal computers, networks, telecommunications and information technology.
- Data base organization, access and retrieval techniques.
- Data communication principles, practices and restrictions.
- Information technology management.
- Dealer Management Systems.
- Capability, limitations and functional applications of information technology methods and equipment.
- Research techniques, methods, and procedures.
- Systems analysis, development, planning and documentation methods and standards.
- Principles and practices of supervision, organization, administration and management.
Ensures that milestones of ERP project achieved according to timetable and within budget.
Reduces ERP conflict problems, Increase utilization and efficiency of ERP systems.
Ensures operational stability and data integrity.
Ensures that all ERP procedures are implemented.
Ensures budget targets are met and further to reduce expenditure across all operations.
Develop and deliver ERP operational plans to Managing Director, Technical GD and deliver result vs.plan.
Manage and coordinate all activities with ERP vendor, in terms of scoping, system analysis, setups, testing and going live.
Deliver ERP project objectives and progress reports describing details related to cost, quality, and timing and performance specifications.
Maintain the project plan communicating status, variances and corrective actions.
Extensive expertise in Product Solutions Support, Documentation Control, Technical Writing, Customer Services, Project and QMS implementation as per ISO 9001:2000 standards.
Key Strengths-
Product Services Management
Customer Service
QMS Implementation (ISO 9001:2000)
Quality Assurance and Control
ISO Policies and Procedure Implementation
Internal Systems Audit
IT Solution and Provisioning
Escalation and Tracking
Documentation Development
Software Release and Delivery
Special Competence in Relation Management of Client/Vendor/Contractor.
Meet established targets and maintains compliance with established reporting structure.
Partner with hiring managers to understand the skills and background required for each opportunity and provide expert advice throughout the process.
Passionate about Quality with Project Management through Quality Assurance, Quality Planning and Quality Control.
Team Development & Management through consensus building, promotion of positive environment, & teamwork spirit, competence development, providing vision & efficiency, issue resolution, motivation and mentoring.
High level of proficiency with MS Outlook, Office, MS Word and Excel software.
Demonstrated oral presentation and written communication skills.
Excellent relationship management skills to develop successful networks within senior management, staffing teams.
Core Competence in Program/Project Management; business analysis, product development, system design and Pre-sales Support
Exclusive expertise in IT Analysis, involving User Interaction & Business Process Study (AS IS), Functional Specification Development (TO BE), GAP Analysis, Work Flow/Process Flow to suit business requirement, Proof of Concept Presentation & User Agreement on Solution Design, Development Support.
Cohesive Team Player with Fast Learning Curve along with strong analytical, problem solving, innovation, planning, organizational, communication & interpersonal skills.
Key Responsibilities:
-Set up SQA lab.
-Build and qualify reference virtualized computing environments.
-Qualify new releases and validate customer reported issues.
-Document results and procedures.
Key Tasks:
-Create server-based virtualized computing environments using the latest virtualization technologies from Citrix, Microsoft and VMware.
-Create thin client desktop computing environments to test interoperability utilizing technologies like smartcards, wireless connectivity, connection brokers and various PC peripherals.
-Develop and execute documented test suites, documenting expected and actual results, and creating clearly documented test results for engineering to use in bug fixing.
-Document test procedures and test results in written reports and weekly/daily progress reports.
Key Responsibilities:
-Provide second level Technical Support on basic operational or maintenance of personal computers and /or peripherals using available tools.
-Guide customer troubleshooting efforts to identify products that have Customer Issues and issue service calls in accordance with guidelines.
-Escalate problems when unable to resolve customer issues.
-Log and sufficiently document all contacts with customers in designated tools.
- Identify and provide input on unique or recurring customer problems.
- Be a champion of Dell specific tools, Customer Care Procedures.
Key Tasks:
-Provide Dell Solution Network feedback at all times.
-Strategic Consulting, including business plan & service strategy development.
-Give onsite and offsite classes.
-Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
· Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
-Remains knowledgeable of Dell's product line, current industry products and technologies.
-Focuses on delivering a positive customer experience according to Dell standards.
-Monitors and tracks issues to ensure accurate resolution.
-Reviews and distribute pertinent cross-functional information.
-Escalates more complex customer technical issues to senior level support.
-Resolves complex issues forwarded by technicians or peers (e.g. executive technical escalations).
-Solves problems for customers with challenging expectations (often escalated or irate).
-Maintains/builds relationships with other groups that impact the technical aspect for phone support (e.g. tool content teams, product group).
-Participates with managers to determine focus areas for technical improvements. (e.g. establishes targeted mentoring programs, consults on incentives related to technical performance).
-Excels at tolerance for processes and people.
Computers
Technology Professional