Ibrahim Alsowailem

-Manage incidents and service requests by providing 1st and 2nd line support and managing escalation paths to the 3rd line and incidents tracking to ensure efficient resolution.
- Follow all relevant IT Operations policies and standard operating procedures so that work is carried out in a controlled and consistent manner.
- Manage appropriate escalation paths and tracking of incidents.
- Implement and maintain operational processes and procedures.
- Implement application and monitor the running of the system to ensure the quality and effectiveness of the system.
- Provide the required training for the applications deployed to end users to ensure the proper utilization of the systems in line with their requirements and business objectives.
- Maintain and monitor system monitoring tools to ensure that systems are correctly configured.
- Ensuring that all Riyad Capital applications are added to monitoring tools.
- 2nd line support to Riyad Capital online, Riyad Capital mobile app and wealth management application.

Projects:-
- Wealth management application.
- ECM.
- Voice recording system.

1- Supervise the family's website.
2- Search the web for any news to the family or family members
3- Add new news.
4- Add photographs.
5- Add articles written by family members.
6- Use the family's accounts in Facebook and twitter to keep family members updated with new news.

- Manage incidents and service requests by providing the 1st and 2nd line support and managing escalation to 3rd line and incident tracking to ensure efficient resolution.
- Follow all relevant IT Operations policies and procedures.
- Handle day to day tasks (24/7).
- Running daily, weekly, monthly and yearly backup.
- Monitoring network, trading system, data center and application.
- Maintain and update operation Policy and Procedures.

Work on Active Directory and Exchange server, and also monitoring the data center.

Employment, Payroll, Vacations, and booking flight tickets.

During that time I stayed two weeks in ATM support, three weeks in Operation, three weeks in Technical Support department for WAN, and two weeks in Information Security department.