IT Service Manager
Injazat Data Systems
مجموع سنوات الخبرة :16 years, 5 أشهر
I have been assigned to work in a huge project to build a shared infrastructure in order to migrate three companies to a consolidated infrastructure in order to minimize the cost and effort. I was working with the program manager in order to be the service delivery manager later on. This project contain building new infrastructure and full migration plan as well.
Then I have been assigned to come up with a service improvement plan for one of our client. This SIP contain improving the day to day operation, process and governance.
• Manage multiple projects implemented by multiple vendor to be ready for newspaper re-lunch.
• Building the IT infrastructure, data center
• Manage information technology and computer systems
• Procuring IT infrastructure and other technology systems
• Plan, organize, control and evaluate IT and electronic data operations
• Manage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance
• Design, develop, implement and coordinate systems, policies and procedures
• Ensure security of data, network access and backup systems
• Act in alignment with user needs and system functionality to contribute to organizational policy
• Identify problematic areas and implement strategic solutions in time
• Audit systems and assess their outcomes
• Preserve assets, information security and control structures
• Handle annual budget and ensure cost effectiveness
• Implement the ITIL process to run the daily support activity.
• Responsible to one of Injazat’s biggest client for successful day-to-day delivery of the end-to-end IT operations.
• Managing Systems, Network, Applications, Security and Work Place Operation teams (Dedicated and leverage)
• Responsible on 33 remote sites
• Datacenter management and operation
• Align business area specific IT strategy with business strategy
• Service Delivery owner of the contracted service to the clients on behalf of Injazat
• Understand and translate customer needs to develop, manage and implement and manage IT solutions
• Understand the business strategy and direction and constantly seek and suggest to the business areas of improvement through effective use of IT
• Driving productivity enhancement.
• Acting as the single point of contact within the business and the client.
• Working closely with Program Managers, Capability Managers and vendors within and across all service lines, offerings and Lines of Business.
• Building and maintain client relationship by ensuring the continuity of the service.
• Accountable for defining and managing the successful implementation of the Service Improvement Plan, including actions identified by the client or Capabilities impacting client services
• Proactively improve services against Key Performance Indicators (KPIs)
Ensure delivery of service excellence through monitoring and reporting of performance and acting quickly to address issues as they arise
•Build and maintain client relationships.
•Supervises the support team and ensures that the service desk, network support, servers support and desktop support run effectively.
•Definition of service level agreements (SLA’s) in relation to contracted services, ensuring the SLA’s are achieved; service quality and client expectations are met or exceeded.
•Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed
•Produce management and account performance reports to an agreed schedule or upon request
•Attend client service review meetings covering performance, service improvements, quality and processes
•Tracked and analyzed the tickets in our service desk system and review the changes to ensure the continuity of the service 24/7.
•Attend the CAB meeting with the change management team to review the changes in the environment.
•Work closely with the ITIL team to ensure that the team is following the ITIL process in their support.
•Supervises a WPO team contain from 7 WPO engineers.
•Define/analyze client requirements
•Monitor daily workload between team members to make sure each team member is meeting our SLA and maintaining proper recording of data within the prescribed Ticketing System.
•Analyze/review Request and determine if escalation is needed
•Determine severity and prioritization classification for the Request
•Share relevant experiences
•Provide performance feedback to improve performance or develop the person
•Review and approved vacation to ensure proper coverage exists at all times to meet the requirements of the customer
•Gives operational support for less experienced staff
•Notifying and liaising with resolution groups (including Incident Management & Problem Management) of all critical and major impact cases
•Monitor SLA impacts when resolving a case, do not HOLD onto a case if resolution could impact SLA
• Expert in the desktop support.
• Attending end user request/incident based on ITIL process to achieve the agreed SLA.
• Doing a daily service availability test.
• Effectively and efficiently troubleshoot system problems.
• Install / configure application software.
• Repair/update hardware, software and operating systems.
• Mange the blackberry (support and configuration).
• Mange the active directory and the user permission level in the shared folder.
• Manage and configure the local/network printers.
• Manage and support the Cisco call manager/phones.
• Video Conference facility - know the requirement and the process to implement this service.
• Managing the inventory and the documentation.
• SharePoint - know the business requirement to get the entire SharePoint feature.
4. Project coordinator
• Work with three different project managers.
• Involved in internal projects (site movements, building data center and isolating infrastructure).
• Vendor management.
• Following skills with other IT departments to get the work completed.
• Following up with consultants for any IT project related.
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