Senior IT Service Delivery Officer
FCMB Pensions
مجموع سنوات الخبرة :12 years, 11 أشهر
• Accountable for the day-to-day delivery of IT services to align with business outcomes.
• Provides second-level support on core Pension administration, Fund & Investment and other
software applications.
• Manage the response, resolution and post-incident analysis of major incidents.
• Provides guidance and assistance on the in-house application development process.
• Manages IT Governance policy, procedure, and strategies documents to ensure service
excellence.
• Manage backup and availability of core business data and its replication to the disaster recovery
site using EMC Networker and HP Ultrium Tape Drive.
• Manage vendors’ performance and ensure SLAs are met and revise as required.
My job role includes the following:
• Formulated software requirements, evaluate existing systems and translates users’ requirements
into well-structured business process mappings using BPMN for application developers.
• Supported the development, testing, and implementation of new applications and customization
of existing applications.
• Collaborate with stakeholders to identify business rules, undertake 'as is' and 'to be' gap analysis,
resolve issues and ensure timely implementation of projects.
• Manage Active directory accounts, Exchange mailbox, and file permissions.
• Administering and manage periodic RMAS reports and send to PENCOM.
• Manage website and intranet contents and ensure its conformity with PENCOM requirement.
• Responsible for configuring and maintaining IT infrastructure (servers, desktops, laptops,
printers, scanners, and network communications).
• Responsible for installing, updating, resolving and documenting application issues.
• Administering and management of Enterprise Anti-virus Software, Patching, Security
performance, and general quality control measures.
• Responsible for preventive and corrective maintenance of LAN and Internet resources allocation.
• Responsible for creating users, technical documentation, and conduct formal training
• Managed IT infrastructure inventories and liaise with System Administrator for the procurement
of IT equipment and consumables.
• Worked on setting up the workstations and networking infrastructure at the company’s Disaster
recovery site.
• Worked with client to analyse and define business requirements for applications development
and business workflow.
• Prepared business and functional requirements documentation for the development process.
• Developed a working application with other team members to meet client’s requirement.
• Developed initial storyboard and User Interface for client’s evaluation.
• Prepared user manual, and oversee end user's training and continuous support.
• Instructed more than 100 diploma level students through lectures, discussions, and group
activities
• Conducted and marked examination paper for the core courses (System Analysis & Design, and
Introduction to Computer)
• Developed assignments and prepared tests designed to measure proficiency
Academic Merits Award for two consecutive time
Graduated among the top 5 in the class.