Shift Engineer, Service Support
Dubai Airports
Total years of experience :14 years, 10 Months
Service Support Team Leader at Al Maktoum International Airport
• Member of 24x7 Airport ICT Service Management and Support Team.
• Team Leader of AMI Airports IT and OT Network, Computers, Telecom, Radio and Printing Support and responsible to provide L2 Support to Telephony system, TETRA, Meeting rooms, Video Conferencing, Videowall Solutions etc.
• Monitor requests / incidents reported /logged in ServiceNow, prioritize them with Importance and urgency, handle / assign them to available resources and follow up for quality resolution / service delivery within SLA.
• Plan and Perform Computer and Systems support, maintenance, patching, update and upgrade activities.
• Learn the business demand of OS and applications and design of End user device’s custom Windows OS image by Incorporating Group Policy, Local Policies and Applications in OS image and test the same as per corporate QA, ISR and Cyber Security compliance standards.
• Configuring, Supporting and maintaining MS365 client, Teams and any other end user application.
• Coordination and Communication with other Dubai Airport stake holders and vendors on service support.
• Dubai Airports ICT Asset logging and management.
• Part of any Change / Project / Transition / Event or activity at Al Maktoum Airport / Dubai South Site.
Incident and Problem Management
• Constantly monitor Incident queue and ensure quality solution is delivered to every single incident within SLA.
• Provide solution or troubleshoot application / hardware or configuration issues.
• Escalate support cases with Application / hardware vendors, log and track the calls and review and apply solution.
• Analyze pattern, identify problems and follow escalation matrix as a key Problem Management Team Member
MECM (SCCM) and NexThink Administration
• Administration of Support Technologies including MECM (SCCM) and NexThink
• MECM (SCCM) Access Control, Hierarchy, Boundary Definition, Site Maintenance and Client Health Monitoring.
• Maintenance of Application Catalog, Device Collection, MS 365 Client, OS and Patch management using MECM.
• Perform Monthly and OnDemand OS and Security Patching by following predefined process and best practices.
• OS, Application and MS365 Client upgrade and Maintenance in line with Change Management Procedures.
• NexThink System Administration and Maintenance
• Maintain User access Control and access reports of NexThink
• Configure Security alerts and vulnerability reports in NexThink based on hash values or binaries supplied.
• Monitor or generate activity reports from NexThink.
• Based on CVEs, NexThink, Nexpose Report and The Dubai Electronic Security Center (DESC) advisory, perform vulnerability assessment, and mitigation activities on computer / System side with help of SCCM or other tools.
Managed Print Service Administration
• Managed Print Service Server Monitoring and Application administration and maintenance.
• Monitor, Support and Maintain UniFlow and iWMC Application.
• Manage MPS access control and monitor printer health, supply, demand and print statistics
ICT Project Management
• Nominated as POC and Project Team member for any ICT Projects affecting End Users.
• Played a key role as Work from Home user onboarding project (Project Odyssey) including adopting of Palo Alto Global Protect as VPN Solution and identifying and migrating all end user application and services on VPN
• Worked as part of Software Asset Management project, tested and managed client - server communication, application stability and usability, and deployed the Flexera Inventory agent to end user devices.
• As part of AzureIAM Migration Project, achieved Windows OS upgrade and UAT.
• Contributed towards M365 Sensitivity Label roll out project by standardizing M365 client and UAT.
• Member of IT Operations team.
• Man the helpdesk line, log the support request made through Phone, Email and Intranet system and handle ServiceDesk Plus Software.
• Provide L1 support over phone/email/remote and get issues solved.
• Deploy the team member to attend the calls and monitor the logs in the software.
• Install and maintain PC Hardware, Software and other computer peripherals.
• Perform desktop support for printers, personal computer, print servers, HP Plotters, OCE Plotters and photocopy machines for printing issues.
• Configuration of user profile, MS Outlook and other user related settings.
• Suggest third party service and repair if necessary.
• Coordinate with software suppliers to keep track of supply, updates and activation of products.
• Ensure stability, integrity and efficiency operation network.
• Provide network support for end users and the helpdesk team.
• Installation, update and maintenance of Anti Virus Software.
• Host IT Operations weekly review meetings, gather updates and present it to IT Management team.
• Coordinate Operation team activities with users, Infrastructure team, Systems Automation team and Management.
• Report day to day activities back to IT Operations Manager with Project Information Report, Backup Status log report, Incident log report etc.
The definition, documentation and analysis of clients business processes. Development of proposals and recommendations showing clients how their business can benefit from proposed technical solutions. Train the clients and assist to work on our system, analyze client use of the system and maintain and troubleshoot the system and network in both company and client environment.
64.7%