Service Management Consultant
Segma technology
Total years of experience :9 years, 1 Months
Zain Iraq Project
•Service Manager for Zain Iraq Project for Process Management and Performance KPI’s
•Managing the IT NOC Team for Zain Iraq Project
•Reporting Directly to the SDM for the project
•Perform all Performance & KPIs Reports that is being submitted to the top management
•Responsible for the team performance appraisal on quarterly basis
•BMC Remedy Vendor Management
Achievements:
•Highlighted the Gaps & Risks with in Zain Iraq operations from Service management perspective.
•Improved the Presented weekly & Monthly reports interms KPI’s & GUI
•Set KPI’s for aljareed EMS team and to be measured on quarterly basis
•Set Objectives for both Service Desk & NOC.
•More control on the CS tickets and improved the SLA Met Percentage
•Closed all the open issues related to the ticketing tool with the vendor
•Nominated from the company as a Best Achiever in a very short period
•Applied the ITIL Best Practice within the EMS team
•Quality Lead Auditor at Segmatek
•Accountable for the process design across all departments Draft quality assurance policies and procedures
•Interpret and implement quality assurance standards
•Evaluate adequacy of quality assurance standards
•Devise sampling procedures and directions for recording and reporting quality data
•Review the implementation and efficiency of quality systems
•Conduct internal audits and document nonconformities raised from internal audits.
•Investigate customer complaints and non-conformance issues.
•Arrange and attend management review meeting, present quality performance results.
•Prepare regular technical reports for quality projects
reporting to Head of Project
Responsibilities: Transition setup for IT Service desk, IT NOC and End user support, preparation of customized processes and procedures for IT service desk, IT NOC and End user support, Risk and gap analysis for full transition setup phase, preparation of enhancement plan for full transition period, proactive monitoring of all IT system in operation including Siebel application, AIA, OSM and ASAP. Monitoring of: Retail Billing through the Putty for Billing Servers, datacentres, Shops & Head quarter through the Entuity Monitoring Tool. Proactive Monitoring of Kiosk Machines Through the APM Monitoring Tool.
Achievements: Successful setup of the transition and operation phases of the project according the project schedule. Creation of all related customized processes, procedures and checklist for IT operation and related project documentation. Received a certificate of recognition of outstanding performance during VIVA ITO Transition phase.
ITSM Roles & Responsibilities:
•Incident Management Process Creation with the work Flow
•Problem Management Process Creation with the workflow
•Change Management Process Creation with the work flow
•Extract Reports on weekly basis to perform audit on the SLA Compliance
•Daily Updates on SLA among all domains to make sure no TT Breaches
•Mapping all Alarms to the priority classification to make sure correct TTs are created with the correct Priority
•Re-establishment of the service Catalogue
•Make sure all changes are scheduled during the outage window and proper impact and risk analysis is in place
•SOPs for all Service Desk Operations are in place
From
Project Grade: Excellent