Head of IT Services Operation – IT CoE (IT Center Of Excellence)
Savola Group
Total des années d'expérience :22 years, 4 Mois
• Manage all Savola Group IT services operation across 7 countries (Egypt, KSA, Sudan, Morocco, Tunis, Iran and Turkey) supporting the day-to-day operation of Oracle ERP, Sales automation system, Email and collaboration systems, etc.
• Provide leadership and coaching for 28 IT experts putting their KPIs and SMART objectives.
• Support and serve about 4000+ computer users in 22 Business Units across seven countries.
• Manage the IT call center that serve the whole group with a multilingual agents.
• Put and control the budget and insure the ROI for any new project
• Responsible for multiple millions USD of budget.
• Put our internal SLA (Service Level agreement) and OLA (operational level agreement) to governance the IT services that provided to the internal IT customers.
• Act as a business partner within the IT Center Of Excellence.
• Provides leadership, advice and counsel to all the operation team in achieving current and long-term strategic program objectives.
• Setting the IT objectives and goals and coaching the team to achieve it.
• Setting the teams’ training and development plans
• Adopting ITIL process to the IT Operation.
• Negotiate and issue the HW and SW support contracts with the vendors (HP, Microsoft, EMC, etc...)
Key Achievements
• Implement the IT call center to handle 40% of the total IT requests.
• Manage the change of the IT structure from a decentralized model to an IT Center Of Excellence centralized model
• Implement incident management, change management, problem management and asset management ITIL process.
• Responsible for multiple millions USD of budget, 4 Data Centers, 250 on-site users and more than 10000 connected offshore users, 150 servers, and VOIP network to 11 locations.
• Evaluating the performance appraisal for the infrastructure teams and work on enhancing their competences.
• Managing the IT infrastructure and Datacenter operations including hardware and software.
• Managing the IT teams to insure customer satisfaction about the IT services.
• Adopting ITIL to the IT Operation.
• Negotiate and issue the HW and SW support contracts with the vendors (HP, Microsoft, EMC, etc...)
• Lead the vendor selection phase and the design phase of any new IT Infrastructure implementation project.
• Supervise administration of Security appliances (IPS, Firewall, VPN over SSL, …) and the Network appliances (Cisco core switch 6513, HP Procurve switches, )
• Fully administrate the unified communication environment including Exchange and Lync servers.
• Fully administrate the Virtual Environment including 10 Hyper-V servers and 8 VMware servers.
• Supervise administration (Software & Hardware) of nearly 150 servers including 5 Domain Controllers, 2 DAG Exchange 2010 mailbox servers, 2 CAS/HUB Servers, 2 Clustered File & Print Servers, 2 TMG Array Servers, 4 OCS servers, etc.
• Supervise administration of 4 SAN Storage (EVA 3000, EVA 6000, HP LeftHand iSCSI and HP MSA storage).
Key Achievements
• Migration from Exchange 2003 to 2007 and to 2010 using the in-house resources.
• 30% OPEX reduction through “rationalization program” covered hardware, licenses and changes in the sourcing model.
• Running “Data Center Move” project with down time contained to maximum of 20 hours.
• Revamp of all outdated applications and infrastructure (PABX, HP OpenView suite, Wireless Network), with more than 20% saving of the original planned CAPEX and maximum of 10% deviation of the planned target dates.
• Running “Organization Re-branding” project to change the organization brand name.
• Install MacAfee IPS and MVM products and revamp the organization security policy.
•Responsible of domain controllers, exchange, ISA, SMS and MOM servers
•Responsible of the high availability of the network and operations
•Responsible of securing the company network using Cisco PIX firewall and IPS system.
•Responsible of delivering monthly reports to the CIO.
•Responsible of setting the IT security policies and standards.
Administrating 15 site including two sites at Iraq and one site at Dubai and all of them are included in a domain and child domains and all are connected to each other by MPLS, leased lines and VPN connections and include Exchange servers, ISA servers, MOM servers, SQL servers, SMS servers, …, etc
working with Microsoft Active Directory, Exchange 2003, ISA 2004, MOM server, Share Point server, ..., etc
Working with SW & HW troubleshooting
configuring and Managing cisco routers and switches
Work with third party application
Track-it (Help desk and inventory application)
VMware (network managment application)
Cisco works (network managment application)
Teaching MCSE, A+, CCNA, MS office, Visual Basic, HTML, Dreamwaver .
MBA in International Management from ESCLSCA Business School, France.
I am EXIN ITIL Foundation V3 certified
nformation Technology Professional program(ITP) 1/ 2002 leadership international, Cairo The international IT certificate granted by UNB University, Canada Which is a business simulation IT training program for 12 months in which I have a Successful completion of MCSE, CCNA, A+ along with 25 additional courses & projects including: Web design, MS PowerPoint, MS Project Management, Conflict Resolution, MS Excel, Leadership & Motivation, MS Access, Management Accounting, Change Management, Cultural Diversity, Database Management, etc. For any details, the program web site is www.itp.ca.
BSc of computer science faculty of science
