Head of IT
Emirates Driving Company
Total years of experience :25 years, 8 Months
Engaged with Stakeholders, assessed the Technology landscape and developed short (100-Day Plan), mid (18-Month) and long-term (5-Year) Technology Strategy and Roadmap to enable rapid Digital Transformation of the business, resulting in multiple improvements in the short term.
o Initiated and delivered 25 small and medium-sized projects over 18 months to rapidly address critical gaps and improve & automate business processes.
o Grew team headcount by 50% of the team to accelerate the complete digitisation of the business.
o Reduced paper use 50% over 12 months and achieved a 7% reduction in infrastructure power costs by designing and implementing projects for the company's sustainability efforts.
• Led the company’s Data Governance project to develop policies & procedures to comply with GDPR and local Personal Data Protection laws.
• Reduced waiting time 20% by enhancing the company IT infrastructure with advanced hardware and AI-based analytics to provide insights into customer footfall on-premises.
o Improved staff security awareness 30% by developing an annual plan to ensure continuous awareness of cybersecurity sessions to all staff to increase the resilience of the “Human” link of cybersecurity.
• Implemented the company’s first SIEM & SOAR solution after running VAPT exercises to understand the company’s security posture and develop a priority-based security roadmap to implement solutions and safeguards.
• Appointed Chairperson of the Technical Committee to evaluate and recommend all Technology related projects and procurement at the company, managing a budget of USD ~7 million annually.
Key Achievements:
• Successfully delivered an 18% saving on the IT expenditure through Agile service and project delivery, improvement in ITSM using Lean processes and principals, streamlining the supply chain, and enhancing operating procedures.
• Established processes and procedures using the ITIL framework to support SOX ITGC standards and compliance with internal and external audit and GDPR requirements at 18 locations globally.
• Led the implementation of a modern ERP consisting of Microsoft Business Central (Dynamics NAV), iSAMS MIS, Salesforce & SuccessFactors HCM integrated using MuleSoft across 11 locations utilising DevOps & Agile delivery methods, ensuring outcomes met business needs & compliance for reporting, financials, HR & H&S controls aligned with risk assessments.
• Rapidly delivered multiple parallel Agile digital transformation projects by converting manual and paper-based processes in recruitment & procurement by implementing custom .NET web-based HR automation system and Purchase Order & Supply chain management system.
• Planned & executed technology & process migration of newly acquired business units utilising Enterprise Architecture standards to improve DevOps maturity from Level 1 (Ad Hoc) to an mid-term target operating model of Level 3 (Defined).
• Created a comprehensive shared service model to reduce costs and streamline the operating model to enhance delivery capability and reduce costs across projects, service management, infrastructure and applications.
• Led the implementation of the cyber security strategy by baselining, deploying Identity & Access Management framework including Single Sign On to enhance infrastructure protection, Multi-Factor Authentication for application access protection, defining response strategies, embedding best practice using NIST and SOX ITGC frameworks as a platform across 14 locations leading to a 22% reduction in security incidents within 12 months.
• Successfully piloted a Microservice based mobile app deployment in the UAE using Agile methodologies and subsequently rolled out to multiple locations in the Middle East and Southeast Asia regions.
Responsibilities:
• Driving the IT strategy, programme and service delivery across 18 international locations in support of 30, 000 users and ensuring change and transformation initiatives are delivered as well as ongoing IT Service Management (ITSM).
• Overseeing the day-to-day IT operations in charge of a senior management team of over 18 direct and 60 indirect reports responsible for delivering the strategic and performance outcomes.
• Establishing and monitoring KPIs and other metrics to manage overall performance of budgets, service levels, fault rectification, IT security management as well as country specific data residency & protection and project progress.
• Developing an integrated regional IT strategy which was aligned to the Group Business strategy and focused on transformation covering infrastructure, applications, and operational requirements.
• Identifying opportunities to deploy infrastructure and applications through different routes to deliver Return on Investment (ROI) targets, cost reductions, and utilising cloud platforms.
• Managing the supply chain by identifying opportunities with procurement to reduce costs, streamline suppliers and improve vendor management and discounts by moving to a regionalised model.
• Programme management for the delivery of a range of projects implementing Salesforce, MIS Systems, NAV Business Central with BI Tools, custom applications, G-Suite and Office 365 as part of integration and application strategy across multiple departments and locations in line with the IT roadmap and strategy.
• Leading the cloud strategy and migrating to Office 365 & Azure Active Directory from an on-premise legacy solution therefore reducing the costs and supporting the scalability strategy.
Key Achievements:
• Ensured the on-time launch of the new school by ensuring multiple parallel IT projects were delivered to specs.
• Developed and implemented clear operating procedures across the school, budgeting, driving IT security framework, improving system capability & stability across users and regions.
• Piloted MS NAV on-premise deployment securely integrating with the MIS system through SSL web services and to Azure with Identity & Privileged Access Management tools.
• Implemented Disaster Recovery plans & Business Continuity Procedures of similar on-prem data centers running VMWare on local SANS at 2 locations in UAE & 3 in Qatar.
• Successfully piloted a Cisco Meraki infrastructure & deployed in 4 additional locations in UAE & Qatar.
• Planned & deployed a 250+ camera CCTV solution as per ADEC guidelines using a custom segregated network provision.
Responsibilities:
• Managing the local IT teams by establishing a comprehensive and clear target operating framework to enhance service delivery, change management capability and general performance including KPI improvements.
• Establishing the consistent use of business cases to optimise and prioritise the use of the IT budget in line with the organisational strategic objectives.
• Utilising standard operating procedures and service provision across workstations, mobile devices, printers and other devices to streamline service provision and reduce downtime from faults or errors.
• Managing the supply chain and third-party service provision and ensuring services are provided in line with agreed Service Level Agreements (SLAs) to improve support for users across sites.
• Developing the IT infrastructure across UAE & Qatar as part of transitioning to a cloud-based platform to support scale, improve security, and reduce operating costs.
• Creating a clear and consistent approach to IT and Cyber security across different locations, infrastructure and applications such as servers, storage, network, datacentres and end point/users as well as additional lines of defence.
• IT Management: Led reorganization of service delivery and policies to better manage and make efficient use of existing resources & planning for future expansion of IT Services. Automation of network-based services to corporate & subsidiary locations from existing data center to support the corporate infrastructure.
• Internet & Networks: Redesigned infrastructure to better integrate new data center into Corporate Network using Citrix XEN and related virtualization technology to reduce hardware and testing costs.
• Security & Monitoring: Responsible for Network security-related hardware and software, network security assessment, security penetration and vulnerability testing and enforcement.
• ITDR: Designed & Commissioned offsite disaster recovery center including IT disaster recovery test schedules, test plans and action reports.
• IT Management: Performed Feasibility Study, 5-Year Operational Cost Analysis, 5-Year Revenue Projection, ROI analysis for providing Internet Services, Voice Over IP & IP TV.
• Designed and deployed infrastructure, data center, new resource hiring & training, created customer service process flows and administrative framework.
• Internet & Networks: Designed & commissioned Data center to service existing 10, 000+ client base and capable of expansion to 50, 000+ clients via the company’s HFC Network and CMTS to offer Internet, VoIP & IP TV to new & existing cable TV clients.
• Expanded Fiber Optic Network to deliver pilot FTTH project and Corporate Internet Connectivity.
• Security: Remotely managed sites corporate firewalls through VPN encrypted tunnels. Performed troubleshooting of Checkpoint firewall configuration problems.
• Cable Television: Planned maintenance & expansion of the existing Hybrid Fiber Coax network to offer Internet, Cable TV and IP Telephony services - one of the most advanced networks in South Asia.
* IS / IT Manager: Formulated & implemented
policies for the newly formed IS / IT Services Department
of the University.
* Headed IT Committee comprising of University Admin,
Faculty and Student representatives to enhance usability
and expand services while following strict security and
budgetary guidelines.
* Internet & Networks: Designed Campus LAN spanning 2
Eight Storied buildings using Single Mode Fiber Optic as
backbone using gigabit media converters to connect Cat 5e
based LAN.
* Procured & commissioned 220 workstations & 14 Network
Servers (10 Linux \[Red Hat Enterprise Linux, 1 Windows
2000 SP4 Server, 3 Windows 2003 SP1 Servers\]) for
University Intranet & Internet Services.
* Connected to the Internet via Fiber Optic (1MBPs B/W)
as primary and Radio Link as backup route with BGP to
manage redundant link and routing issues on Linux.
* Integrated Windows 2000 Server, Active Directory with
Group Policy, Exchange 2000 Server with existing Linux
based servers with Single Sign On capability to
facilitate scheduling of faculty meetings, faculty email,
dynamic content & real time interaction with the student
body. Updated to Windows 2003 Server SP1 thereafter.
* Commissioned Windows Server Update Services (WSUS)
locally to centrally manage updates to Microsoft
products.
* Installed Symantec Enterprise Firewall & Symantec
Enterprise Anti-Virus Server to centrally manage &
monitor Anti Virus, Malware & Spyware issues on the
intranet.
* Designed, installed and maintained student email system
with CentOS 3.x Linux servers with worldwide access via
webmail, IMAP, POP3 & “WebDisk” system for online file
storage.
* Designed & operated Presidency University website via
MAMBO Open Source Content Management System.
* Day-to-day Administration of 3500+ Student, 180+
Faculty, Staff & Administrative users.
* Re-compiled, optimized & administered Apache, Squid
Proxy, Sendmail, BIND DNS, ISC DHCP, Kernels.
* Internet & WANs: Migrated from Verizon’s DSL service
via single router to T1 connectivity implementing
Internet Access Gateway, Proxy, Content Filtering on Red
Hat Linux Enterprise Servers with DMZ and NAT to conserve
IP addresses as per company policy & connected 2
Manhattan area offices for easier collaboration, control
& cost management related to IS / IT Services.
* LAN & Application Services: Commissioned Windows 2000
Server with Active Directory to centrally manage and
enforce policy of all office workstations and Laptops
with dedicated roaming profiles.
* Commissioned Windows Server Update Services (WSUS)
locally to manage updates & patch management of Microsoft
Operating Systems & other Microsoft products and reduce
redundant bandwidth usage.
* Commissioned Exchange 2000 Server to replace offsite
email hosting for easier & faster access, facilitate
collaboration and maintain tight security of company
documents and emails.
* Day-to-day administration of 3000+ Users of Intranet
on Red Hat Linux 8.x, Windows 2000 Servers with Single
Sign On capability to ease help desk calls by users.
* Serviced & upgraded Compaq / HP server hardware /
software as authorized Compaq / HP service provider.
* Security: Administered Business Continuity (security)
issues with Checkpoint FW-1 for maximum security.
* Designed & Commissioned IDS (Intrusion Detection
System) to monitor Network Security and perform pro-
active steps to enhance security.
* Database Related: Executed routine backup of MySQL &
Oracle based databases & mission critical db servers.
• IT Operations Management: Created & enforced Acceptable Use Policy of NIIT IT Training Center (IT Education Institution with centers worldwide).
• Internet & Networks: Designed & Commissioned LAN / WAN for Training center which included Solaris 7 servers, Linux Servers (Redhat 7), Linux workstations (Mandrake 8), Windows NT 4.0 / 2000 servers with Single Sign On in a Multi Domain / Multi Server environment.
• Day-to-day administration of 950+ users at the education center who practiced on NT & UNIX based servers.
• Administered Apache, Sendmail, DNS Servers as well as Network security related issues.
• Security: Provided real-time interaction of head office personnel with Learning Center staff by implementing VPN solution through IPTables based linux firewall.
• Both Training center and head office LANs configured to use NAT behind the Linux based firewall with transparent security proxy.
• Responsible for defining the information security functions in developing and maintaining the security and risk management program, including a risk analysis process.
• Responsible for configuration and administration of ISA Servers at the training center.
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