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تم إلغاء حظر المستخدم بنجاح
ألكسندر كريكون, Head Of IT Operations

ألكسندر كريكون

Head Of IT Operations·under NDA

الإمارات العربية المتحدة

ماجستير, Information Systems

الخبرة العملية

مجموع سنوات الخبرة: 20 سنوات, 4 أشهر

Head Of IT Operations

مارس 2025 - حتى الآن

under NDA

دبي، الإمارات العربية المتحدة هجين

مارس 2025 - حتى الآن

مجال الشركة:
الخدمات المالية
الدور الوظيفي:
التمويل والإستثمار

Head of IT Platforms Support and Operations

يناير 2022 - مارس 2025

INFORMA

دبي، الإمارات العربية المتحدة هجين

يناير 2022 - مارس 2025

- Designed and implemented a global “follow-the-sun” 24x5 Application Support model for a distributed team of 12 across UAE, UK, US, and Malaysia, supporting 2000+ users worldwide.
- Led Incident Management, Major Incident Management, Site Reliability, enterprise monitoring, escalations, and Service Request fulfilment across multiple time zones.
- Managed support operations for mission-critical enterprise applications and digital platforms, including 400+ websites across 4 digital platforms, 30 AWS-hosted applications, high-volume payment portals, CI/CD pipelines, Marketing Technology platforms (40 Oracle Eloqua instances), web analytics, and enterprise P2P and Treasury systems.
- Reduced L2 ticket volumes by 10% in 2023 and a further 20% in 2024 through continuous service improvement initiatives.
- Reduced AWS operational costs by $25000 per month in 2024.
- Improved performance and resilience of 400+ websites and web applications by optimising CDN caching, increasing cached content delivery from 20% to 85%.
- Standardised Major Incident, escalation, and ticket queue management procedures, improving support and service consistency.
- Adopted Service Transition model to onboard regional cloud applications and global shared services into Application Support scope, with positive feedback from senior stakeholders.
- Improved operational efficiency through shift-left initiatives, Root Cause Analysis, and automation of repetitive Service Requests.
- Analysed trends for workload forecast, capacity planning, and continuous improvement of systems and support processes.

مجال الشركة:
التسويق
الدور الوظيفي:
تكنولوجيا المعلومات

IT Application Support Manager

مايو 2019 - يناير 2022

INFORMA

دبي، الإمارات العربية المتحدة هجين

مايو 2019 - يناير 2022

- Maintained consistently high customer satisfaction scores above 94% across 2019 - 2022.
- Project managed successful migration of 400+ websites from Adobe DTM to Adobe Launch tracking platform.
- Built and further scaled a high-performing Application Support team distributed across UAE, UK, and US regions, supporting
Marketing Technology, Digital platforms, and corporate applications.
- Established knowledge sharing practices for continuous team development and cross-training.
- Led Major Incident, Problem Management, and escalations management activities end-to-end.
- Enforced Change Enablement governance and participated as Change Manager and CAB member.
- Continuously improved support processes and quality, SLA performance.

مجال الشركة:
التسويق
الدور الوظيفي:
تكنولوجيا المعلومات

IT Application Support Team Leader

يناير 2018 - مايو 2019

INFORMA

دبي، الإمارات العربية المتحدة هجين

يناير 2018 - مايو 2019

- Introduced metrics to measure team performance, defined service reporting framework for IT Leadership.
- Improved Incident and Service Request response and resolution times, optimised tickets handling and backlog management.
- Led Incident Management and global support of enterprise marketing and sales applications.
- Managed geographically distributed team of Application Support Analysts across UK, US and UAE time zones.
- Coordinated cross-domain internal teams and third-party vendors in a service integrator capacity during application changes
and support activities.
- Prioritised operational workload based on business impact and customer requirements.

مجال الشركة:
التسويق
الدور الوظيفي:
تكنولوجيا المعلومات

IT Application Support Analyst

يناير 2017 - يناير 2018

INFORMA

دبي، الإمارات العربية المتحدة هجين

يناير 2017 - يناير 2018

- Resolved critical integration and dataflow issues through root cause analysis.
- Improved support quality by training junior team members and auditing their activities.
- Reduced discrepancy between Database records and Analytics reporting data.
- Supported enterprise Marketing Technology and Sales platforms for 2000+ users globally.
- Managed application changes across enterprise applications, Mulesoft integrations, and cloud databases including Amazon Redshift and Snowflake.
- Coordinated support and deployment activities with DevOps teams, contractors, and strategic vendors including Adobe and Oracle.

مجال الشركة:
التسويق
الدور الوظيفي:
تكنولوجيا المعلومات

IT Business Systems and Process Analyst and Acting Project Manager

سبتمبر 2012 - يناير 2017

Schlumberger

دبي، الإمارات العربية المتحدة

سبتمبر 2012 - يناير 2017

- Reduced ERP transaction failures by 20% through root cause analysis of Enterprise Service Bus integration issues.
- Project managed upgrade of enterprise e-catalog platform, including requirements gathering, vendor coordination, Change Management, and post-go-live support.
- Led automation of approval workflows within the global procurement platform, delivering project break-even within 5 months.
- Supported global Procurement-to-Pay (P2P) operations across Supply Chain, Logistics, Finance, Fiscal, Material Management and Operations teams in 85 countries, serving 5000+ internal users.
- Supported and improved large-scale enterprise applications and ERP integrations including SAP, Lawson, MFG/PRO, procurement system SWPS, logistics system GOLD, and SAP Ariba.
- Translated business requirements into IT change requests and coordinated UAT and end-to-end testing activities.
- Performed Incident and Problem Management activities, collaborating with development teams to resolve recurring system issues.
- Delivered end-user and peer training sessions across Europe, Asia, and Russia in groups of 20+ people.

مجال الشركة:
النفط والغاز
الدور الوظيفي:
تكنولوجيا المعلومات

IT Service Delivery Manager

مايو 2009 - نوفمبر 2011

Swift Solution FZE

الشارقة، الإمارات العربية المتحدة

مايو 2009 - نوفمبر 2011

- Managed company IT operations, business applications, network infrastructure, websites and domains.
- Deployed and supported aviation communication and operations automation systems, including ARINC, AFTN, and FlightStar.
- Managed vendor relationships for aviation software platforms and operational IT systems.

مجال الشركة:
شركات الطيران
الدور الوظيفي:
تكنولوجيا المعلومات

Senior Information System Analyst and System Architect

مارس 2008 - أبريل 2009

ROSTELECOM HQ

Moscow، روسيا

مارس 2008 - أبريل 2009

- Supported deployment and production rollout of HP OpenView Service Desk 4.5 enterprise platform.
- Improved reliability and performance of Service Desk system through servers upgrade, load balancing, and SQL Server database optimisation.
- Automated Incident and Change Management workflows aligned with ITIL practices.

مجال الشركة:
الاتصالات والشبكات
الدور الوظيفي:
تكنولوجيا المعلومات

Information Systems Administrator

مايو 2005 - مارس 2008

PROTEK

Moscow، روسيا

مايو 2005 - مارس 2008

- Progressed from intern developer to administrator of HP OpenView Service Desk 4.5 enterprise platform.
- Maintained performance, stability, and support of Service Desk applications and related systems.
- Developed minor enhancements using C++, Delphi, and Oracle PL/SQL.

مجال الشركة:
خدمات الرعاية الصحية الأخرى
الدور الوظيفي:
تكنولوجيا المعلومات

التعليم

Moscow State University of Electronics and Mathematics

فبراير 2006

فبراير 2006

ماجستير، Information Systems

روسيا

Graduated with honors
عرض المرفق

Skills

IT Management
Expert
IT Management
Expert
Analysis
Expert
Analysis
Expert
IT
Expert
IT
Expert
ITIL
Expert
ITIL
Expert
Project Management
Expert
Project Management
Expert
Business Process and Systems support
Expert
Business Process and Systems support
Expert
SQL, T-SQL, PL/SQL
Expert
SQL, T-SQL, PL/SQL
Expert
Time management
Expert
Time management
Expert
Project management
Intermediate
Project management
Intermediate
Presentation skills
Expert
Presentation skills
Expert
Root-cause analysis
Expert
Root-cause analysis
Expert
ERPs for Supply Chain: Lawson, SAP MM, Oracle
Intermediate
ERPs for Supply Chain: Lawson, SAP MM, Oracle
Intermediate
Change Management
Expert
Change Management
Expert
IT Service Delivery
Expert
IT Service Delivery
Expert
Application Support
Expert
Application Support
Expert
Incident Management
Expert
Incident Management
Expert
ITIL 3 Foundations in IT Service Management
Expert
ITIL 3 Foundations in IT Service Management
Expert
ITIL 4 Foundations in IT Service Management
Expert
ITIL 4 Foundations in IT Service Management
Expert
Team Leadership
Expert
Team Leadership
Expert
ITIL 4 Specialist in IT Service Management
Expert
ITIL 4 Specialist in IT Service Management
Expert
Analytical Skills
Expert
Analytical Skills
Expert
Business Analysis
Expert
Business Analysis
Expert
Analysis
Expert
Analysis
Expert
IT
Expert
IT
Expert
ITIL
Expert
ITIL
Expert
Project Management
Expert
Project Management
Expert

اللغات

الانجليزية
متمرّس
الروسية
متمرّس
العربية
مبتدئ

التدريب و الشهادات

الشهادات
Harvard University's CS50B Computer Science for Business Professionals
Aug 2020 - Aug 2020
عرض الشهادات
ITIL 4 Specialist in IT Service Management
Aug 2024
ITIL 4 Foundations in IT Service Management
Dec 2023
ITIL 3 Foundations in IT Service Management
Project Management Professional (PMP)®