Head of IT Service Desk
Jordan Commercial Bank
Total years of experience :18 years, 2 Months
Ensures all users benefit from effective technology and efficient Internet
access, and continually assesses needs and requirements.
• Monitor efficient working of support team and ensure optimal level of
operational productivity in all processes and ensure compliance to all Bank
objectives.
• Activate the manage engine service desk system to use it as ticking system for
incidents and requests, Prepare and implement SLA for all bank services using
the same system, apply COBIT 2019 requirements for incidents and service
requests.
• Remediate all the PCI vulnerabilities that related to the bank’s PCs.
• Manage all the department projects that are requested by the management
and regulators such as: upgrade machines to windows 10, Instant issuance,
bank new branches.
• Prepare, manage and control the department budget, vendors and
procurements.
Capital Investments, Subsidiary of Capital Bank
• Manage the IT department, ensuring delivery of appropriate service, support
and information to all users, including the agreement and ongoing
management of service level agreements (SLAs).
• Determine the most appropriate design of infrastructure to support the
business, taking into account prevailing best practices and technologies.
• Control the operational costs of the IT department, including the preparation,
submission and monitoring of operational budgets that meet prevailing
objectives and constraints.
• Design, develop, implement and coordinate systems, policies and procedures
• Oversee negotiation and administration of vendor, outsourced suppliers and
consultant service agreements and contracts.
• Manage department staffing, including resource planning, recruitment,
professional development, appraisal and disciplinary actions to provide a
resilient and responsive support team that provides the specified service levels
to the organisation’s users and the required skills for the technical support of
the solutions in use.
• Manage the department’s project from Initiation to closing.
Projects:
• Replace Core Investment System.
• Online Trading System.
• New Data Center.
• Office 365
• Upgrade Network Devices (Firewalls, Core and Edge Switches
and Routers).
• Asset Management and Help Disk System
• Disaster Recovery Site
• Global Trading System (Regional and International Markets)
Applications and Infrastructure
Managing all related business, financial and infrastructure systems in the company
from evaluating and selecting vendors and technologies till closing and signing post
services. Also, I’m responsible for estimating the work to be done, identify
dependencies, critical path activities, & the resources needed for each project. I’m
in charge of leading various IT initiatives and new projects in the company with
help of IT team and business key users.
• Manage projects and drive the project team from start through to completion
and keeping documentation at all stages.
• Define project scope, objectives, milestones, deliverables, and success factors
with all concerned parties.
• Ensure business requirements are suitably defined, understood and signed off.
• Pro-actively manage project risks and issues and minimise their impact on the
project.
• Regularly communicate project progress and expectations to team members and
stakeholders and use their feedback to optimise progress.
• Maintaining and completing project KPIs especially related to cost, time, and
quality
Capital Investments
• Network and Servers Administration like
Revise the coding of Software Programs of bugs and faults, and assure the
conclusion of the best possible performance
• Working and administering implementation team of Idealsoft in Hospital
Information System project carried out for Al-Ahli Hospital in Qatar
•