IT Governance & Standards Manager
Qatar Foundation
مجموع سنوات الخبرة :19 years, 9 أشهر
o Contribute as a member of the senior management team in governance processes of the IT strategies for legal compliance.
o Spearhead a compliance program to achieve legal obligations and business goals by prioritizing initiatives and assessing the evaluation, deployment, and management of current and future technologies.
o Audit existing compliance practices across IT; isolate potential risks or liabilities and develop mitigation plans.
o Lead development and communication of policies, procedures. Prepare plans to executive team, staff, partners, customers, and stakeholders regarding technology and industry-specific laws.
o Collaborate with executive management, human resources department, and legal counsel to ensure full legal compliance of company policies, procedures, forms, notices, and materials.
o Work closely with the different IT departments to develop and coordinate a compliance schedule tailored to the applicable regulations and standards.
o Develop and implement a system for tracking, documenting, and investigating complaints (internal or external) regarding organization’s compliance policies and/or practices.
o Prepare and deliver compliance training and awareness to all staff members, contractors, interns, and consultants.
o Provides monthly status reports to executive management.
o Facilitate the audit exercises conducted with internal or external auditors.
o Provide IT team building, IT staff training assessment and information security awareness sessions.
First point of contact for live services
o Act as the first point of contact to the Vodafone Qatar business for live services
o Perform regular review of the end-to-end service with business stakeholders
Quality improvement of the service (QoS)
o Provided and maintained a map of all the components that make up the end-to-end service and its related processes, partners and SLAs and work proactively to identify weaknesses that need to be addressed. Work with internal and external system experts where required.
o Managed service dashboard illustrating the overall health of the end-to-end service
o Define and agree KPIs with Business stakeholders for the end-to-end service. Drive discussion with Partner Management to ensure SLAs with Partners support the end-to-end service KPIs
o Monitor QoS and propose improvements
Problem Management & Change Management
o Drive problem & change across all partners for the end-to-end service resulting in a reduction of the number of incidents
Lifecycle management
o Ensure that an optimal balance is found between Business needs for a (new) Service and Technology capabilities at each stage of the life cycle of the Service. For example:
a. Provide non-functional requirements that will enable service management and review the functionality requirements of (new) services
b. Define proposals to improve the service in a mature stage
c. Challenge the Business for underperforming services and negotiate end of Service lifetime, where appropriate
Total Cost of Ownership (TCO)
o Make the Technology cost of the Service transparent for Technology and the Business.
o Identify, propose and implement ways to drive down the cost of the Service whilst ensuring that the Quality is kept in line with the Business/Customer expectations.
Financial
o Accountable for providing transparency on TCO / earned value for each service.
o Customer satisfaction for the service (CDI)
Key Responsibilities
- Ensure IT service are up and running
- Innovate and improve business processes and employees productivity
- Synergize the activities of infrastructure, service desk, and applications teams to deliver high quality IT services to our customers
- Undertake four key tasks on day to day duties:
o Responsible for the provision of IT infrastructure services including desktop applications and IT security and telecommunications
o Ensure that IT services are delivered with a high level of quality and customer satisfaction
o Responsible for the successful implementation and delivery of IT-Enabled business applications
o Provide input and consultation to IT department to the process of aligning the IT services with the organization business strategy
- Strategies and plans IT infrastructure and operations, activities include:
o Assess business strategy, IT architecture, application plans and customer needs
o Establish technical and operational standards
o Define IT service product portfolio (Service Catalog)
o Create and Communicate plan business awareness program of infrastructure and operations encompasses strategic planning with other business functions
- Other operational responsibilities activities includes
o Manage and maintain overall payments cycle in banking systems and Qatar Central Bank
o Initiate and maintain SLA and OLA
o Monitor IT service performance
o Ensure changes are managed and implemented with well-defined processes for change, configuration and release management
o Resolve business and customer related problems and address requests
o Ensure all IT services are delivered on time and to the right quality, ensuring that no disruption occurs to the business unit and customer
- Constant team motivation, development, training and succession planning
- Monitor, analyze and report IT support performance
Key achievements and experience
TECHNICAL
- Handling first and Second line Technical Support for entire Aspire Zone employees, contractors and affiliates
o Troubleshooting desktop/notebooks, printing devices, scanning devices and others...
o Troubleshooting user accounts in Active Directory
o Troubleshooting Primavera project management systems
- Deploying computer, hardware, software and peripherals
- Carrying out servers preventive maintenance i.e. regular backup, performance monitoring and updates management
ADMINISTRATIVE
- Call Center management and process streamlining
- Supervise and Coordinate with helpdesk agents and enhance their skills to handle, support, and escalate and follow-ups requests
- Choose best approaches to satisfy end-user requirements
- Compile on-site analysis and inspection and events coordination
- Manage & monitor software licenses
- Implemented configuration management for all desktops and systems
- Closely monitor Microsoft Enterprise Agreement and Microsoft products licenses
- Conduct training for new users increase their ability to utilize resources and services
- IT assets evaluation and procurement
- Undertake constant monitoring & evaluation of contractors IT department performance and progress
- Monitor & evaluate TAM (Total Asset Manager) solution, which was one of the largest databases in Sports City and it consisted of:
o Entire facility management assets, tenders and contracts details
o Property & budget management systems
o Reactive / Preventive maintenance and call management
o Inventory Management
o Vendor Management
o Managing Security badge system
- Involved in IT Department structuring and recruitment process
Projects involved
- Content Management (Document Archiving System) - FileNet
- Intranet Portal Solution for:
o Human Resources & Administration & Document Controlling
o Finance Department
Provided Client support to surplus of 900 on specialised hardware and software systems used. Demonstrated ability to integrate computer skills, customer support experiences, and related education to exceed technical, business and customer requirements, skilled at troubleshooting and fixing problems while minimising customer stress level
Key achievements and experience
• Supporting a surplus of 900 users in Qatar Petroleum
• Work as a liaison between the users and IT department to provide services & solutions
• Analysing and diagnosing various computer related problems and solving it or escalate it to the higher level
• Troubleshooting users account in Novell Directory Services & Active Directory (Server 2003)
• Deploying computer hardware, software and peripherals
• Work as Helpdesk agent; provided best-suited solutions, consultations and advises to the users
• Training new users on how to work with applications, network drives and to take full advantage of the available resources and services
• Led a team of Qatari graduates and assessed in their development
• Managing IT assets and co-coordinate with vendors and suppliers
• WSUS installation, monitoring and Windows patch management
I was one of the first volunteers in IT&T operation team, acquired experience in installing, hardware and software and peripherals maintenance. As well as leading First line support team from various venues at different and training end-users.
Key achievements and experience
- Reported to Helpdesk Manager
- Provide technical support of all DAGOC staff and faculty
- Worked as IT Support Technician and helpdesk agent
- Worked as helpdesk supervisor
- Deployed computers, peripherals and installing applications for the users
- Hardware and software troubleshooting