ayman Balbisi

• Lead daily IT operations across infrastructure, networks, servers, and end‑user environments
to ensure stable, compliant, and secure system performance, including support for OT
systems such as SCADA.
• Manage incident, problem, and change processes in alignment with ITIL and Novo Nordisk
global IT standards.
• Oversee system monitoring, performance tuning, and proactive maintenance to minimize
downtime and ensure business continuity.
• Coordinate with global IT teams to implement corporate security policies, patching cycles,
and compliance requirements (GxP, GDPR, SOX).
• Support and maintain critical business applications, including ERP, collaboration tools, and
manufacturing/quality systems.
• Ensure high availability of network services, including LAN/WAN, VPN, Wi-Fi, and cloud
connectivity.
• Manage user access, identity lifecycle, and security controls through Active Directory, Azure
AD, and M365.
• Lead IT projects such as system upgrades, infrastructure refresh, cloud migrations, and new
site rollouts.
• Collaborate with global IT and local engineering teams to apply SCADA configuration
updates, system enhancements, and process automation improvements.
• Maintain documentation for systems, procedures, and compliance audits.
• Provide senior-level technical support for escalated incidents and guide junior IT staff.
• Ensure all IT operations follow Novo Nordisk quality standards, validation requirements,
and audit readiness.
• Drive continuous improvement initiatives to enhance efficiency, automation, and service
quality.
• Support digital transformation initiatives and adoption of cloud, automation, and modern
workplace technologies.

• Provide day-to-day technical support and troubleshooting for ICT systems and infrastructure,
ensuring compliance with IOM IT standards and protocols.
• Install, configure, and maintain computer hardware, software, and network devices, including
secure Wi-Fi, VoIP, and mobile solutions.
• Assist in the administration and monitoring of local servers, network operations, and backup
systems, ensuring business continuity and data integrity.
• Support users across mission offices with account creation, permission management, and
technical orientation on IOM-approved applications and tools (e.g., PRISM, Microsoft 365,
SAP).
• Liaise with the Regional Office and HQ ICT units to implement system upgrades, deployments,
and technical policies in line with global ICT strategies.
• Maintain and update the ICT asset inventory, ensuring accountability, lifecycle management, and
accurate documentation.
• Conduct user training sessions to build staffcapacity in secure ICT practices, software usage, and
digital tools relevant to IOM operations.
• Support data protection and cybersecurity measures by ensuring adherence to IOMs information
security guidelines and risk mitigation protocols.
• Collaborate with procurement and logistics teams to specify technical requirements for IT
equipment and services.
• Document incidents, solutions, and procedures in the ticketing system, providing clear reporting
to management and regional ICT focal points.

• Manage the full lifecycle of IT infrastructure, including network systems, cloud platforms, and
on-premise servers to ensure continuous business operations.
• Lead incident response and provide advanced troubleshooting for critical hardware, software, and
security issues across departments.
• Implement and oversee cybersecurity protocols, disaster recovery plans, and business continuity
strategies.
• Plan and execute system upgrades, migrations, and integrations with minimal disruption to
operations.
• Support enterprise applications (e.g., ERP, CRM, collaboration tools) to meet business process
requirements.
• Collaborate with business units to align IT services with organizational goals and improve
overall efficiency.
• Analyze IT performance metrics, identify bottlenecks, and recommend enhancements for
scalability and performance.
• Manage vendor relationships, procurement ofIT assets, and license compliance for software and
services.
• Supervise IT support staff, ensuring quick resolution oftickets and adherence to service
standards.
• Prepare documentation for systems architecture, IT procedures, and user manuals to support end
users and compliance audits.

• Supervise and coordinate IT support operations across retail outlets, warehouses, and
corporate offices to ensure uninterrupted business functions.
• Provide hands-on support for POS (Point of Sale) systems, inventory management tools,
and ERP solutions critical to retail and wholesale operations.
• Led a team of IT support technicians, assigning tasks, monitoring performance, and
offering ongoing training to maintain high service standards.
• Ensure rapid resolution of system outages, network issues, and device malfunctions to
minimize downtime and sales disruption.
• Collaborate with store managers and warehouse leads to understand operational needs
and proactively address recurring IT concerns.
• Maintain hardware inventory across all locations, ensuring timely replacement or repair
of essential equipment.
• Document IT support procedures, maintain updated asset logs, and ensure compliance
with company policies and security standards.
• Coordinate with vendors for the procurement, installation, and support ofretail
technologies (e.g., barcode scanners, digital signage, receipt printers).
• Generate performance reports, ticket resolution statistics, and user feedback analysis for
continuous improvement.
• Support the rollout of system upgrades or new technologies across retail and warehouse
environments with minimal impact on operations.