Senior Quality Specialist
RTA
Total years of experience :22 years, 3 Months
Working as a Lead Sr. Specialist in Smart Services Department for Roads & Transport Authority (RTA) responsible for elevating the quality & maturity of Services offered through Smart channels
Responsibilities:
¢ Elevate Quality & Maturity of RTA Services offered through Smart channels
¢ Ensuring the efficiency & effectiveness of smart services by conducting periodic quality assessments, benchmark studies etc.
¢ Implement Smart Service Platform Quality Assessment Framework based on international standards and applicable Smart Dubai Government guidelines and criteria
¢ Implement Smart Policies, Process, Procedures with RACI, KPI's etc.
¢ Elevate Digital & Mobile adoption for all RTA services to fulfill direction of H.H Sheikh Mohammed bin Rashid Al Maktoum; the Vice President and Prime Minister of the United Arab Emirates, and ruler of the Emirate of Dubai
¢ Review & Audit the quality of service during lifecycle of project and operational phases
¢ Aligned with governance framework including AGF, TQA etc.
¢ Major Incident Analysis Report (MIAR), Corrective & Prevention Action(CAPA)
¢ Active member of Change Advisory Board (CAB)
¢ Adapt innovation specially on AI, AR, VR etc. to support Smart Dubai initiatives.
Role : IT Business & Project Manager
Seconded to Caracal Light Ammunitions, a subsidiary of Tawazun Economic Council / EDIC as IT Business Manager to streamline IT Operations & Project Management.
Achievements:
Slashed OPEX & CAPEX by 35% by negotiating pricing, contracts and licensing, while ensuring the continuation and enhancements of services
Implemented Business Process Automations / Transformations by embracing apposite Enterprise solution / software with due consideration of Return on Investment (ROI) & TCO
Applied Continuous Service Improvement to ensure Business Continuity
Leveraged IT Service Management (ITIL Framework) with Enterprise Governance (COBIT) mechanism
Minimize People dependency by documenting the Standard Operating Procedures (SOP) and ensure sharing of roles & responsibilities among respective SME’s and developing cross functional capabilities
Adopted IT Strategy and Business Planning (Roadmap) In line with Corporate strategy
Employee Smart Goals in line with Department Goals & Corporate Goals (effective Cascading option)
Monitored Budget of development & management and done Cost containment
Ensured Service Strategy, Design and Transition (Policies & Procedures)
Ensured IT Projects are delivered within agreed time frame, budget and to avoid scope creep. Applied Enterprise Project Management (PMI / PRINCE2 / EPM)
Accomplished ISO Certifications (ISO/IEC 20000-1:2011, ISO/IEC 27001:2013)
IT Shared Services (IT Centralization, IT Decentralization, IT Service / Technical Catalog)
Ensured Reliable IT Services by having High Availability and ensure Business Continuity (Disaster Recovery, Replication datacenters)
Reviewed Risk Management & Information Security to minimize the organizational risk & to ensure Corporate Credibility
Ensured effective Software Licensing (Legal Compliance, Licensing based on effective utilization)
Ensured effective Monitoring and Control by implementing CCTV, Access control, T&A on dedicated Facilities Network
Responsibilities:
Effective Utilization of resources to ensure business continuity
a. Application team (Business Applications, Infrastructure Applications & DBA's)
b. Development team (Device Programming, web app, web service etc., MOSS)
c. ERP team includes Oracle EBS, Dynamics AX, Dynamics GP
Release Management Process owner
Major Incident Analysis Report (MIAR), Corrective & Prevention Action(CAPA)
Transformation for SIP (Service Improvement Plan) from Risk Register & CSI Initiatives
Manage Microsoft Enterprise Agreements
Effectively Managed Microsoft EA volume account
Centralize the ERP (Dynamics, Oracle EBS) Applications
Consolidation of Oracle and SQL Server databases
Datacenter Consolidation
Board Member of ISO (20000, 27001) Certifications, & Upcoming Surveillance Audits
Implementation of ITIL Best Practices
Developing Policies / Process / Procedures specific to IT Operations
Processes Automation
Reviews (Support Calls) with Team Members (Applications & Database)
Contribution to Departmental Goals
Review & Finalize Smart Goals of Team members
Identifying, initiating and managing IT Operational Projects
Software Licensing (Microsoft, Oracle) and true up's
National resource development
Tawazun ITID Budgeting
Case studies and Feasibility studies
IT Audits (External & Internal)
JD’s for Application team
Minimize People dependency
IT Service Catalog and respective Technical Catalog result in costing and automation
Change & Release management (CAB, ECAB)
SOP - Standard Operating Procedures
Role: Team lead for Applications (IT Operations)
Lead Microsoft applications like SharePoint Portal, EPM etc. and in-house developed applications including, B2B, B2C, POS Interfaces, Tasjeel RTA Interfaces, Web services etc.
Achievements:
BMC Remedy Implementations & Support for ITSM, CMDB, ADDM etc., SAP Business Objects, Customer care (800 ENOC), with High available & Disaster Recovery environments, Microsoft EPM for Project Management.
Business Analyst & Architect. Several Case studies done including Microsoft TMG, Identity Management (Group ID), Integrations, Document Management System, SSO, High availability & DR including Load balancing, SQL Server Clustering, Application Consolidation and database consolidations.
Project Management Office, Enterprise Project Management Process and Review of ongoing projects. Excellent Project Management done for several projects including BMC Remedy, B2B, B2C Portals, SharePoint Portals, Unified Web hosting, Unified Communication Solution (Lync), Unified SMS solution, etc. as per PMI
Major Projects:
BMC Remedy ITSM Suite 7.0 with High availability
Upgrade of BMC Remedy ITSM Suite 7.6.04
SSO for BMC Remedy (ARS 7.5 & ARS 7.6.04) JSS-SSO Plugin
Integrate BMC Remedy Asset Module with Oracle EBS
Customer care (800 ENOC) & Quality Audit Application using BMC Remedy ARS
Email Automation for BMC Remedy ITSM Modules
CMDB Implementation
SOP for all IT Operational Process
Identity Management using Group ID & Integrations like HRMS to AD
Automations like AD account creation, Client Automation, Server Automations etc.
Microsoft Enterprise Project Management 2007 and Upgrade to 2010
Automate Inactivation of employee and Asset - BMC Remedy Synchronization with HRMS
Timesheet Management for Engineering & Project Mgmt. department
SOP Automation using BMC Remedy Change Management
Microsoft TMG implementation
Unified Communication Solution (Microsoft Lync 2010)
SQL Server Cluster (2005 & 2008) and DR implementation for ENOC
Employee Portal Using SharePoint (MOSS 2007 & 2010)
Tasjeel & RTA interface using web services
Ruby VeriFone, CASIO POS Interface for Shift, day and month end processing from back office of C-stores of ENOC, EPPCO, Pronto & Zoom brands / stores.
EPPCO B2B Portal for Accounts department
EPPCO Lubricants B2B Portal
DR and High availability Solutions
Business Analysis for few project including, EPM for Engineering, Business Transformation Dept., Emirates gas, CPOP, DMS etc.
Implementation of Microsoft EPM for ENOC IT, Engineering and GTS
ETI application for In-house ticket booking which is integrated with Oracle HRMS
Loan Management System for Arab Authority for Agricultural Investment and Development (AAAID), Sudan using VB.Net
Ship.Net for ENOC, Dubai Shipping (D&K) Dubai using VB.Net
GCS CPS (Consumable Procurement) Portal for ENOC Group using VB.net
Developing Applications, Web Services, Windows Services, Web application etc.
Degree from Madrass university is Masters in Computer Application, However gained lot of knowledge from Professional Experience