Director - IT Managed Services and Outsourcing
malomatia
Total years of experience :26 years, 3 Months
Key Profile: Leading and directing several IT government Managed Services, Operations and Support projects to maintain high quality services and high customer satisfaction.
• Manage the operation, monitoring, and supporting one of the large IT Government Managed Service including e-services, applications and infrastructures.
• Provide the Post implementation support for several government e-services projects.
• Establish and maintain Government Network NOC (Network Operations Center)
• Ensure that IT services are delivered according to - or exceeding - defined SLA’s (Service Level Agreement).
• Provide Dashboard facilities to different roles in different parts of the organization as to production status.
• Manage the full cycle of all department acquisitions including purchasing, budgeting, and budget review and responsible for applicable parts of the department OPEX and CAPEX budgets.
• Monitor and control costs of Managed Services department to ensure budgets are being met.
• Developing SLA based managed services proposal as a response to RFPs.
• Determine the long term strategic objectives of the business; ensure business growth through directing and managing business operations activities to ensure these are delivered in accordance with the company strategy.
• Develop the IT staff to meet the changing needs of new projects and technology and perform self-assessment as to adherence of applicable operating policies and procedures.
• Identify opportunities and risks for delivering the Managed Services and support projects, including identification of competitive services, opportunities for innovation, and assessment of marketplace obstacles and technical hurdles to the business success.
Achievements:
• Managing the transition phase of a large project in a very difficult situation, and successfully move it to a normal operation situation with high customer satisfaction.
• Achieved 10% extra net revenue in 2015 and up to 45% gross margin.
• The best Delivery Team award in year 2014
Managing large and complex IT managed services project to provide high quality services based on SLA for day-to-day operations of the e-government Hukoomi portal and e-services as well as the infrastructure that is keeping all the mentioned platforms together, in addition to the IT corporate services to end users.
Key Profile: Leading ATVAM Operations and Maintenance Supervisors and monitoring activities of the O&M dept.
• Monitoring service levels of a distributed ITS system, attaining service levels and reporting incidents & problems.
• Developing business and operations processes & standard procedures, managing daily operational activities and enhancing operational systems, processes and policies.
• Core member of the Management team and involved in formulating short and long-term program and strategy including long-term planning for ensuring operational excellence.
• Developing and maintaining SLAs & SMAs and executing contractual obligations as per customer expectations.
Key Client:
• ZAIN SA Telecom Company, IT Managed services including outsourced IT Operations.
Highlights:
• Functioned as ITC Change Manager to ensure efficient control over change management process in live IT services and smooth transition of new services.
• Served as Incident Manager to insure effective resolution of all incidents as per the agreed SLA whilst minimizing business impact.
• Managing ZAIN SA IT Service Desk as a single point of contact (SPOC) to record all IT related incidents/ requests and provide 1st line support.
• Played a pivotal role in establishing Incident/Problem/Change Management processes in the BMC Remedy 7.0.
• Efficiently built 6 infrastructure support teams and led a team of 70 employees pre, during & post launching phases of ZAIN SA services the third telecom operator in KSA.
Key Responsibilities:
• Managing the day-to-day IT Infrastructure Operation activities pertaining to Systems Administration (SUN Solaris, EMC Storage, Backup & Archiving, VERITAS Cluster, Oracle DB, & MS Windows Products), Network & Security, Systems Monitoring, & Service Desk to assure efficient execution of all IT operations as per the set quality standards.
• Identifying, investigating and recommending changes in the delivery of services, aiming to reduce business impact to minimum and improving the quality of service provision to the customers.
• Handling Emergency Calls, Priority One (P1) incidents to enable unhindered operations as well as minimize business impact.
• Establishing/ maintaining SLA’s (Service Level Agreements) and OLA’s (Operating Level Agreements) with customers and vendors.
• Directing the preparation of requisite reports highlighting KPIs, SLA’s of IT services, analyzing deficiencies in SLA’s and executing appropriate measures for resolving them.
• Spearheading overall activities of the IT Infrastructure Operations team, handling all aspects of their hiring, training and performance reviews.
Enhanced helpdesk performance by establishing the 1st line support to reduce the overall incidents resolution time.
Key Client:
• Saudi Telecom Company, (Internal Employees 25, 000 users). IT Services Management Enhancement (Service Desk/ Incident/ Problem).
Highlights:
• Efficiently handled and resolved 54% of total incidents in from the first attempt through helpdesk.
• Restructured operating procedures of the help desk department thus achieving 40% reduction in the resolution time and 34% reduction in the response time for incidents.
• Successfully uploaded 2400 documents in KB pertaining to incident solutions, works around and procedures.
• Bestowed with Best Team Leader award in 2006 for excellent performance in the company.
• Achieved user satisfaction ratio of 4.2 on the scale of 5.
Key Responsibilities:
• Established and implemented Help Desk 1st level support team based on vision, goals of the organization.
• Coordinated with IT groups to insure smooth escalation of customer complaints and provide effective end-to-end customer support.
• Negotiated/ developed SLA’s with customers and OLA’s with the Support Groups to establish incident/ problem resolution expectations and timeframes.
• Managed overall helpdesk operations of the organization to ensure high quality first level support for IT services to the end users. Monitored and updated day-to-day status on user problems, and generated statistical reports for the upper management.
• Supervised overall activities of the team members, conducted regular performance reviews through PEP (Performance Excellence Program)/K PI’s and made recommendations pertaining to disciplinary actions.
• Ascertained accurate maintenance of the CMDB (Configuration Management Database) of the organization.
• Incorporated enhancements in the current FLS (First Level of Support) by analyzing and identifying areas for modification and making recommendations to the upper management.
Inducted as Dammam LAN Administrator and subsequently merited promotion to the post of IT Operations Supervisor through excellent performance.
Designation Chronology:
• Jan '02 - Dec '04: IT Operation Supervisor
• Dec '99 - Dec '01: Dammam LAN Administrator
Key Projects to Credit:
• Exchange Servers Migration to MS Exchange 2003 Project, Dammam- Apr '04.
• Servers OS Migration to MS Windows 2003 Project, Dammam- Apr '04.
• LAN Implementation Project, Jubail Port Office- Dec '03.
• LAN Implementation Project, Dammam Port Office- May '03.
• LAN Implementation Project, Dammam ARCHEM Office- July '02.
• LAN Implementation Project, ARASCO Dammam Complex- May '02.
• VERITAS Backup Exec Implementation Project, Dammam- May '02.
Highlights:
• Engineered the set up of SPOC division for IT Dammam
• Received certificate of appreciation of outstanding performance in execution of BAAN project.
• Instrumental in shifting company operations from 90% paper work to 90% automation
• Successfully implemented restriction policy, thus achieving 30% reduction in the incidents.
Key Responsibilities as IT Operation Supervisor (Jan '02 - Dec '04):
• Spearheaded IT projects by coordinating laterally between diverse technical teams and vertically across management hierarchy to seamlessly implement - project rollouts and process enhancements.
• Evaluated and identified organizational requirements, to recommend IT infrastructure requirements and up gradations, to ensure acceptable levels of security, and data recovery plans. Ascertained accurate maintenance of CMDB (Configuration Management Database) of the company.
• Acted as a SPOC (Single Point Of Contact) between IT managers in Dammam and Riyadh Head Office to ensure efficient implementation of key IT processes within the organization.
• Provided technical support to network, systems, support team and line managers to prototype possible approaches to problems and implement the corrective solution.
Key Projects to Credit:
• Exchange Servers Migration to MS Exchange 2000 Project, Dammam- Dec '01.
• Servers OS Migration to MS Windows 2000 Project, Dammam- Dec '01.
• Trend Micro Anti Virus Implementation Project, Dammam- Mar '00.
• Wireless Connection Project between Dammam Office & OLMASCO Office- Feb '00.
• Satellite Connection Project between Dammam Branch & Riyadh HQ- Jan '00.
Key Responsibilities as Dammam LAN Administrator (Dec '99 - Dec '01):
• Oversaw and supervised major issues pertaining to planning, administration and security management, MS Windows 2K3 infrastructure including MS Exchange 2K3 server; MS ISA 2K server; Trend Micro Antivirus server, VERITAS Backup Exec server, Esker Fax Server, and File & Print Servers. Installed and maintained associated network equipments.
• Supervised all site activities to assure network installation as per the set quality standards.
• Investigated anomalies in WAN (Extreme Switches, Leased Line, Wireless Connections, VSAT, Cisco Routers, Watch Guard Firewall, RAS, VPN, Twisted Pair, Fiber Optics Cabling), implemented corrections to system for efficient troubleshooting.
• Successfully handled 500 user accounts of the company. Provided training to the end users in areas of system implementation.
Previous Professional Experience:
Mar '98 - Nov '99, Network and Maintenance Engineer, AMMON for Computer Services.
Key Projects to Credit:
• LAN Designing & Implementation Project, Middle East Company for Insurance, Amman, Jordan- July '99.
• Servers OS Migration to Win NT 4 Project, New English School (NES), Amman, Jordan- May '99.
• LAN Designing & Implementation Project, UNIFEM, Amman, Jordan- Jan '99.
• LAN Designing & Implementation Project, Jordan Ministry of Finance, Amman, Jordan- Aug 98.
Key Responsibilities:
• Assumed responsibility for design, implementation and maintenance of NT 4.0 domains for the customers. Trained end users on DOS 6.22, WIN95/98, and Office 97 implementation.
Key Projects to Credit:
LAN Designing & Implementation Project, Middle East Company for Insurance, Amman, Jordan- July '99.
Servers OS Migration to Win NT 4 Project, New English School (NES), Amman, Jordan- May '99.
LAN Designing & Implementation Project, UNIFEM, Amman, Jordan- Jan '99.
LAN Designing & Implementation Project, Jordan Ministry of Finance, Amman, Jordan- Aug 98.
Key Responsibilities:
Assumed responsibility for design, implementation and maintenance of NT 4.0 domains for the customers. Trained end users on DOS 6.22, WIN95/98, and Office 97 implementation.
Other Certifications & Trainings: • International Support Center Manager SCM, HDI • Foundation Certificate in IT Service Management, ITIL • Microsoft Certified Systems Engineer, MCSE • HDI, Support Center Manager, Dubai, (May 2009) • Management Development Masterclass, ITS, Kuwait, (Jan 2009) • COBIT Foundation Course, E-Learning, (Jan 2008) • Six Sigma Green Belt Training Program, WIPRO, (Aug 2007) • Project Management Professional, E-Learning, (June 2007) • Communication Skills, HRD, (Feb 2007) • Professional Assertiveness, E-Learning, (Jan 2007) • Altiris Client Management Suite 1, STC, (Dec 2006) • ITIL Foundation Course, E-Learning, (Nov 2006) • Helpdesk Analyst Boot Camp, E-Learning, (Sept 2006) • Introduction to Belbin Team Roles, WIPRO, (Aug 2006) • Process Concept & Mapping Workshop, STC, (June 2006) • Collaborative Management Program, WIPRO, (May 2006) • Introduction to Myers Briggs Personality Type & MBTI, WIPRO, (Feb 2006) • First Leaders Program (FLP), WIPRO, (Jan 2006) • ISO 9001:2000 Awareness, STC, (Dec 2005) • Interconnecting Cisco Network Devices, Fast lane, (July 2002) • Microsoft Exchange 2K Implementation & Administration (1572), New Horizons, (May 2002) • Deploying & Managing MS ISA Server (2159), New Horizon, (Feb 2002) • Implementing MS Windows 2K AD Infrastructure (2154), New Horizon, (Jan 2002) • Implementing MS Windows 2K Network Infrastructure (2153), New Horizon, (Dec 2001) • Implementing MS Windows 2K Professional & Server (2152), New Horizons, (Nov 2001) • UNIX (Installation, Configuration & Management), ICSTC, (Aug 1998) • Introduction to UNIX (Command Utility), ICSTC, (Aug 1998) • WinNT 4.0 (Installation, Configuration & Management), ICSTC, (June 1998)