Information Technology Operations Team Lead
Hikma Pharmaceuticals - Jordan
Total years of experience :16 years, 5 Months
o Helpdesk- Operation
-Ticketing system, Oversee day-to-day operation.
-Delegate tasks and set deadlines.
-Monitor team performance.
-Team Development.
-Team coaching and mentoring.
-Enhance Operational process and documentation.
-(KPI’s).
o Datacenter - Operation
-Supervising Data Center (up to TIER II / TIA942)
-Follow up on monitoring all software and hardware products and ensure compliance to Data Center standards and systems.
-Monitor all activities and implementations.
-Coordinate with various departments and perform preventive maintenance.
-Follow up on datacenter policies and procedures
-Availability and Commitment
o Change Manager
-Lead change management activities by applying a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative.
-Support the design, development, delivery and management of communications.
-Conduct impact analyses, assess change readiness and identify key stakeholders.
-Provide input, documents required (design, configuration and implementation documents)
-Complete change management assessments
-Consult and coach project teams and engage senior leaders
-Support organizational design and definition of roles and responsibilities
-Evaluate and ensure user readiness
-Monitor change progress
-Arrange with section heads to conduct a weekly review
-Partner with the IT Teams for any planned update concern the Network
-Perform Planned Schedule Backup for Network Devices
-Provide Network Performance reports including Monitoring Data, MPLS and Internet Leased Lines per a Scheduled Checklist
-Manage Service Desk Operation to be complied with SLA over the year 5% out of IT SLA
-Providing support for remote sites (Internet, Network, IP Telephony and MPLS)
-Daily tasks, checklist and monitoring for domain1 and domain3
-Avaya administrator
-FortiGate Administrator
-Projects involvements.
-Following up IT best practices, Polices, and SOP
-Creation of activity reports on weekly basis.
-Work with the team members/supervisor to implement recommendations and review on a monthly basis
-Work closely with any new projects if instructed
-Involving in any post Go-Live support project if instructed
-Respond to requests for technical assistance in person, via phone, emails, and Ticketing system
-Partner with Helpdesk team lead to Provide timely Help Desk coverage for internal customers who report incidents or seek assistance for company applications or standard office automation desktop environment.
-Log all incidents and support requests into the Call Management database, and establish and review priorities in accordance with Service Level objectives. Track troubleshooting solutions into the Call Management database and ensure complete call cycle
-Ensure effective customer communication, and service delivery, including second level support for problems demanding on-site troubleshooting and solution delivery
-Escalate infrastructure, data center or application support related problems to the respective functions of Technical Operations function or vendors, while maintaining the role of customer liaison (first point of contact) and service fulfillment management
-Develops key performance indicators, measures performance on a regular basis, and takes appropriate corrective action
-Plans, acquires and coordinates installation of end user hardware and software across the organization.
-Following up IT best practices, Polices, and SOP
-Able to work under shifts and weekends.
-respond to requests for technical assistance in person, via phone, via mail
-diagnose and resolve technical hardware and software issues
-research questions using available information resources
-advise user on appropriate action
-follow standard help desk procedures
-log all help desk interactions
-redirect problems to appropriate resource
-identify and escalate situations requiring urgent attention
Computer maintenance ( H\W & S\W )
Network maintenance :
H\W : ( cables, switches ) S\W ( IP configuration )
