IT Operations Lead/Manager
CAFU
Total years of experience :15 years, 3 Months
Create and maintain automated monitoring and reporting of cloud infrastructure health, performance and cost control.
Directing a team of 14 IT service desk and support engineers
Perform appropriate tests and provide training to upgrade product quality and standardize all artifacts.
Assist technical staff to check and ensure resolution of all issues to achieve all objectives.
Design and maintain all It processes according operation policies through standardization of methods.
Maintain and prepare all paperwork for various activities activities and provide performance backup to retrieve data in case of emergency.
Participate and manage all communication technical direction and initiatives.
Monitor all communication for each customer to assess operations within timeframe.
Administer and provide upgrade to systems and escalate issues.
Analyze all continuous up gradation process through various proactive self-initiated projects and ensure efficiency.
Accountable to review and provide the team with defined Cloud platform best practices enablement strategy, standards, procedures, tools, and processes
Partner with Product leadership to complete work, provide requirements and stakeholder input.
Provide management updates, status reporting, and dashboards from a platform health and security perspective to demonstrate platform progress and process maturity!
Enable and support product engineering teams hosting of products and services in the Cloud.
Manage the monitoring, updating, optimization, redundancy, stability of cloud systems
Work with developers and other engineers to create and maintain the cloud (Azure) infrastructure
Contribute to strategic planning for cloud solutions
Manage Azure Security, Intune, ERP, Office 365 & Many more.
Coordinates with management to ensure all operational, administrative, and compliance functions within the team are being carried out in accordance with regulatory standard methodologies.
Manage and Support all internal IT Operations at Dubai Corporate, IT entities and 75+ Site Offices.
Ensured competitive costs for systems and services through adept negotiation and by developing beneficial
business relationships with vendors.
Handled documentation of usage and capacity reports on networking systems and the health of data/ voice
communication processes.
Created and maintained a budget tracking system to assist with tracking available funds for all IT-related
expenditures.
Manage resource requirements, Provide IT Strategic Plan that Aligns and Delivers an outcome that enables
Business strategies and new Business capabilities
Managed Service Desk Operations using HPSM Helpdesk ticketing systems, adjusting priorities as needed,
following progress and resolution of issues, and generating appropriate reporting for administration.
Providing technical leadership and assistance to the Help Desk & Local IT Team Support in diagnosis and
resolution of technical & Operational problems for enhanced end-user experience.
Worked with outside developers and vendors to create/alter reports based on the business needs of the company
as outlined by Executive team members.
Review Monthly SLA reports provided by Service Level Management for each of the Service Desks managed
Responsible for all Incident Management activities, including managing the reporting, escalation, and resolution
of incidents covering a 24x7 Service Desk.
Managing IT Infrastructure Assets & Cloud Infrastructure.
Install Security measures and operate software to protect systems and information infrastructure
Managed Total Quality Management / Cost of Quality Project. Coordinated a cross functional team of executive
representatives. Acted as liaison between business and IT communities
Administered efficient working of IT Operations team and achieved all objectives.
Liaised with management teams for updates on current and future projects.
Developed and implemented short- and long-term projects that enhanced overall operations.
Ability to coordinate with business units and interact with clients
Point of escalation for incidents issues that cannot be resolved
Daily ICT Operational service delivery & support service management.
Monitor and create up to date documentation and work instructions/processes/procedures for the team
Take part in Major Incident Management in line with organizational processes and assist analysts during the
process. Skilled in working with supervision and handle multiple projects
Successfully Completed Multiple Migration Projects. E.g.: Cloud, MFA, Call Manager, Domain Migration, etc.
o Support and managed all internal IT infrastructure
o Strong customer centric ICT service delivery & support focus & a strong awareness of ITIL best practice methodology.
o Specialists and ensuring that all installed systems operate in compliance with design criteria and published performance specifications.
o Responded to all level escalations from external customers to internal mangers regarding network issues.
o Maintained accurate and complete technical documentation for each installed system.
o Interfaced with other groups regarding system technical support functions Conducted technical seminars as required Field Engineering Project Manager Accountable for engineering and installing RF communication networks for wireless asset tracking.
o Experience in SCCM and Multiple OS Troubleshooting, Apple, windows.
o Worked on the service Desk Team and Remote Support.
o Troubleshoot on POS (Point of Sale) machine and Cisco IP Phones.
o Managed the office 365 & Troubleshoot the Oracle ERP Issues.
o Experience ITSM Tool Ticketing Application-Service Now
o Managed and Troubleshoot Server related issues.
o Provides status updates and communicates frequently with/to end-users as
o well as with local, regional and global support and management teams
o Identifying, Researching, and Resolving Technical problems. Documents,
o Tracks and monitors the problem to ensure a timely resolution
o Administer the IT department’s policies and procedures.
o Helping to manage servers, routers and switches.
o Liaising with IT Engineers to find solutions in a timely and effective manner.
o Setting up new users on Active Directory with the correct credentials and permissions.
• Focus on complex issues related to operation aspects that cannot be resolved at lower level support.
• Conduct Ticket, Email and Call audits to examine the quality and perfectness of services delivered.
• Follow up on the open Tickets handled by team and get it to on time closure.
• Develop, update and maintain process documents and knowledge base articles
• Ensures escalation communication to the customer is timely and accurate.
• Help in job rotation at the onsite resources.
• Preparing daily workloads for staff & coordinating the daily allocation of work. Motivating the team to achieve high standards and KPI targets.
• Handling new client enquiries and acting as the face of the business. Dealing with and resolving problems and issues which arise.
• Monitoring & reporting on standards & performance targets. Arranging & chairing weekly team meetings, focusing on targets & achievements.
• Implementing new initiatives. Involved in the recruitment of new staff. Praise team members and creates a positive working environment.
• Ensuring all administrative and IT records are entered and updated correctly. Providing prompt and accurate information on individual performance.
• Install approved patches into desktops / laptops which have failed automatic update
• Troubleshoot print queue related issues Configure appropriate rights and permissions for accessing printers
• Ability to quickly analyze & diagnose technical problems
• Independently generates solutions based on analytical, technical skills and business knowledge Mentor and
• Train to other team members.
Team Strength 30th No’s.
• 24 Engineers.
• 6 (Six) Helpdesk.
• Ensure the IT level team delivers the highest quality support to customers.
• Handling a team of support engineers and ensuring the tickets to be solved with in the stipulated Service
levels.
• Prepare MIS Reports on Excel Sheet.
• Report to management weekly with the quality scores and areas of improvement.
• Resolve Customer issue and ensure that everything is on time
• Client Interaction.
• Observe IT Operations activities to determine operating procedure and document.
• Managed the service desk team.
• Vendor Management and Asset Management.
• Coordinate with vendors and teams responsible within to ensure all escalated issues are closed within
stipulated SLA time.
• SLA Management - Monitor & report the same to Mgmt. periodically.
• Handle major Escalation & ensure speedy resolution
• Meet Quality & Quantity measurement as per SLA
• Management Reporting & review meetings
• Co-ordinate with Engineers at locations and ensure quality service and customer satisfaction
• Asset & Inventory Management …
• Communicate between user, support staff & other teams.
• Ensuring strict discipline within self & team & acting on Emails and replying the same.
o Configure and deploy desktops/workstations for new users.
o Connect deployed machines to the network and ensure user satisfaction.
o Provide basic training on PC and equipment usage to minimize future issues.
o Respond promptly to user support requests routed through the Service Desk.
o Troubleshoot and resolve user technical problems independently or by escalating to ITSC Helpdesk/vendors.
o Set up equipment for meetings and presentations upon request.
o Support all deployed IT equipment within the department.
o Provide server and equipment setup support for projects in locations.
o Maintain IT services and hardware at optimal performance levels.
o Ensure functionality and accessibility of shared peripherals (printers, scanners etc.).
o Ensure all desktops have Company Standard OS with updated antivirus software and automatic updates.
o Plan, deploy and commission new servers/workstations with relevant OS and software.
o Plan and deploy software adhering to asset management, security policies, and standard operating environments.
o Proficient in PC hardware and software installation.
o Strong problem-solving and troubleshooting skills.
o Excellent communication and interpersonal skills for user training and support.
o Ability to plan and manage IT projects within defined policies and procedures.
Master Of Computer Application