IT Service Manger / Incident Manager(MEA)
PERI LLC
مجموع سنوات الخبرة :21 years, 0 أشهر
•Acting as single point of contact for customer operational issues/concerns.
•Manage IT Projects effectively from start to end.
•Establish clear ownership for project tasks, ensure that team members have the tools needed, and provide timely feedback.
•Track progress and review project tasks to make deadlines are met appropriately.
•Provide effective mentoring and help to more junior colleagues which engages, motivates them and develops an excellence culture in ITIL process management.
•Proactively communicate project status, issues & risks to management.
•Follow policies, procedures and methodologies.
•Handling second and Third level support for IT services and the incidents. Making sure that the team follow the defined SLAs.
•Team member of group level project roll outs.
•Work closely with the Procurement Department, and 3rd party vendors to ensure well designed delivery of goods and service is in place.
•Act as an IT Infrastructure Team Leader by making sure IT infrastructure is as much as possible brought in line with corporate standards.
•Ensuring clear line of communication with the Senior Management. Proactively communicate project status, issues & risks to management.
•Leading a multi-cultural team of four IT Infrastructure Engineers.
•Troubleshooting day to day IT issues in the office
•Managing users in Exchange and in Directory services( Adding, Disabling, setting permissions)
•Managing hardware and operating system of all servers
•Managing file and print servers
•Monitoring servers and backup.
•Trouble shooting VPN and configuring new.
•Collecting proposals and negotiating with the vendors for IT projects.
•New servers installations and trouble shooting
•Backup CCTV footage as and when required and Coordinating with CCTV vendor for trouble shooting
•Coordinating IT infrastructure projects
•Remote support for KSA and Oman
•Coordinating with finance for the head office asset management.
•Configuring IT equipment for the new employees
•Managing Avaya IP telephony ( creating extensions and trouble shooting)
•Coordinating and troubleshooting time attendance and access control system
•Sources in a Desktop Migration project in National bank of Dubai for 8 months.
•Sourced as a Server support Engineer in HSBC Bank for 2 years.
•First level support for the managed service customers.
•Working on warranty calls on HP desktops, Laptops and Servers.
•Efficiently attended warranty calls for HP Proliant Servers, DAS, NAS Storages and Backup Devices.
•Involved in implementing and installing
oNew servers for small business and for medium business firms.
oNew database servers file and print servers & application servers.
oEncrypting software called Safe-boot in all Laptops.
•Successfully Handled accounts like Kone Elevators, Nokia, etc.
•Provided support to the SMS server for pushing applications from the server to client through the network.
•Possesses experience in using various Antivirus software such as Norton, Mcafee, Symantec Endpoint, Sophos, Trend Micro, etc.
•Delivered excellent services and on-time delivery of desktop migration project .
Conducting periodic reviews with the customer and analyse calls and their trends to take proactive measures to reduce knowledge-based calls. Suggesting and leading improvements in the operations and processes to make the system foolproof.