Manager, CAFM & Helpdesk Services
SERCO Middle East
Total years of experience :25 years, 2 Months
• Manage the Helpdesk function for multiple contracts in the gulf region
• Ensures that weekly and monthly statistics, status reports, and graphical reporting aids are completed and continually monitored for efficiency to meet the needs of all departments
• Ensure that KPIs as per SLAs of each project is set up in the CAFM system. Also provide full support to all departments to ensure these SLAs are not breached.
• Determine work procedures, prepare work schedules, and expedite workflows for efficient management of the Helpdesk. Also, fully assist other departments in increasing efficiency of their workflows and customer support.
• Prepare staffing plans and participate in recruitment process of Helpdesk agents.
• Create and apply continuous improvement plan across people and technology aspects
• Provide consultation on technology, technical and business process related to facility management domain
• Mature and prepare commercial proposal and solutions when required
• Project manage improvement, infrastructure and technical projects for the sector
• Manage the Helpdesk function for multiple contracts in the gulf region
• Ensures that weekly and monthly statistics, status reports, and graphical reporting aids are completed and continually monitored for efficiency to meet the needs of all departments
• Ensure that KPIs as per SLAs of each project is set up in the CAFM system. Also provide full support to all departments to ensure these SLAs are not breached.
• Determine work procedures, prepare work schedules, and expedite workflows for efficient management of the Helpdesk. Also, fully assist other departments in increasing efficiency of their workflows and customer support.
• Prepare staffing plans and participate in recruitment process of Helpdesk agents.
• Create and apply continuous improvement plan across people and technology aspects
• Provide consultation on technology, technical and business process related to facility management domain
• Mature and prepare commercial proposal and solutions when required
• Project manage improvement, infrastructure and technical projects for the sector
• Manage a support team within various spectrums, such as, network, unified communication, field support, service desk, NOC, application support, systems, virtualization, database, backup and storage.
• Identify areas for improvement/automation within the operations business processes
• Responsible for all aspects of infrastructure support
• Managing Operational Support budget
• Managing overseas service management support team (resources, planning, execution, testing, budgeting) supporting the service management process and tools
• Manage major incidents resolution, SLA & process compliance
• Define & write operational and process procedures and work instructions in accordance to the agreed framework (ITIL v3)
• Participated in designing the ISM (Tivoli) ITIL v3 based system for (Incident, Problem, Request Fulfillment, Change, Asset, Knowledge, Configuration Management)
• Create service management report across all process
• Provision a complete support model for business-critical applications (Lawson, ERP, SharePoint, EPIC, FDS, LMS, KRONOS, Tivoli, Asset Tracking …)
• Leading IT operation, support & service desk
• Implementing infrastructure projects for various clients
• Creating & maintaining an infrastructure and operational documentation
• Creating business cases and service improvement plans
• Analyzing clients’ requirements and advice on best solution and approaches to fulfill them according to industrial and ITIL practices
• Developing operational and functional scripts, work aids and processes for clients
• Ensure overall adherence to the customer’s IT policy and rules
• Designing & implementing technical solutions included but not limited to (Network solutions, Wireless setup, ISA 2k4, Domain Environment, Firewall & Proxy, File & Print Services, Switching & Routing)
• Managing (Design/Implementation) infrastructure projects for clients
• Assigning project resources and managing project budgets
• Creating workflows & implementation plans based on client requirements for new and existing solutions and systems
• Identify opportunities that can improve efficiency of business processes
• Produce technical documentation for new and existing applications
• Assist in managing an outsource relationship for third party application development and programming consultants
• Delivering System & Network Training (Sun Solaris 10, CCNA, MCSE, UNIX, PMF, ITIL)
• Assessing individual/group training needs and requirements
• Planning, preparing and researching training material
• Developing and delivering programs of learning activities
• Supervising examinations
• Making use of new technology such as distance learning or video conferencing
• Providing technical consultation related to infrastructure and system for individuals and organizations
• Providing technical support to end-users
• Managing IT labs and maintaining workstations and networking devices
• Following up with vendors for procurement and support
• Conducting preventive maintenance and managing security policy and antivirus systems