Support Manager
Info2cell
Total years of experience :18 years, 10 Months
Duties and Responsibilities:
● Manages the Support and Database department. Works within the ITIL framework to ensure that all aspects of the infrastructure and support services are optimised. Coordinates shift patterns for coverage.
Monitors performance against SLAs.
● Development of an IT Service Strategy. Ensure integration with business strategy. Agree KPI factors with business. Reviewed bi-annually
● Identify traffic and system loadings. Determine growth factors. Design infrastructure to meet growth forecasts.
● Manage all IT assets to meet designed criteria.
● Regularly monitor all service levels for all customers. Identify daily, weekly, monthly and annual trends. Set parameters for warning and alarms. Design and manage system for presenting information.
● Respond to requests for system changes. Identify required changes and manage the implementation
● Maintain full records of all systems and software configurations using the Asset management CMDB capabilities in RT.
● Allocate tasks. Provide daily technical support. Encourage, nurture
and support staff at all times in a positive manner.
● Takes strategic decisions made by senior management and translates into clear direction for the team.Provides direction and decision making that meets the best needs of the team.
● Carried out appraisals of performance as requested by HR in a methodical and unbiased manner.
During this period I got experience in different fields of VAS:
● Mobile Delivery Platforms.
● Subscriptions Engine.
● Billing and Rating Engines
● Bulk SMS Web-Interfaces.
● Contents solutions.
● SDP (Service Delivery Platform).
Duties and Responsibilities:
● Install and configuring Oracle Real Application Cluster 11g using ASM on Red Hat Linux platform.
● Install and monitor oracle standby database(Data Guard).
● Database design and development.
● Performing backup and recovery operations on the databases using RMAN.
● Monitoring and Tuning the Database to attain highest levels of Performance.
● Monitoring database replication process.
● Design and implement maximum availability Architecture set up
● Refresh pre-production databases.
Main duties :
● Development of Investment Portfolio System, Real Estates and Banking System for Bayt elmal company.(http://www.beitna.com)
● Migrating a new versions of the Human Resources Management and Payroll System.
● Development and implementaion for Olisys Product.( http://www.olisys.jo)
● One of the team who analyzed and designed ERP for Bayt elmal company which consists of more than 30 modules.
● Support and development for Hook product (http://www.hook.jo).
● Development and implementation for (ACC) Agricultural Credit Corporation ERP.( http://www.acc.gov.jo )
● Development and implementation for (SSIU) Social Security Investment Unit System.
During this period I got experience in different fields of :
● Oracle Forms and Reports 2000 \6i \10g.
● Oracle 10g Application Server.
● Oracle Designer 10g.
● Citrix Server Administration.
● Oracle SQL\PL SQL.
● Oracle Apex 3.
Provide 10g Oracle Developer training courses.