IT Global Infrastructure Operation Manager
AgilityLogistics
مجموع سنوات الخبرة :24 years, 4 أشهر
Managing 2 Global Data Center’s (Kuwait/ Singapore) 24/7 In addition to Local DC’s with global Network Infrastructure in addition to the below responsibilities
- Enterprise Messaging Services.
- Enterprise Mobile Services.
- Internet/Proxy Services.
- Directory Services.
- Application Delivery Services.
- Collaboration Services.
- Web Hosting Services.
- Data Storage/Security.
- Systems Management Services.
- Service Desk Services.
- IP Telephony Services.
- WAN Services.
- Satellite Services.
- MPLS Connectivity.
- VPN Connectivity.
- Global Business Application
Manage a team of Global Infrastructure professionals providing Global IT services by Network Operations Centers Network Operations Centers will operate 24/7/365. Team of 21 IT Global operations professionals
•Manage a team of 21 IT operations professionals of Infrastructure professionals providing Two Global data
center Global Operations services 24/7/365 Over 1, 000 servers and storage and network assets.
•Manage/Built the IT Operation, from concept into a state-of-the-art, centralized model with distributed
services in Kuwait.
•Implement and improve ITIL service management processes such as Change Management, Configuration
Management, Problem Management, Incident Management, etc. to provide defined, predictable, and
measurable results to guarantee service level requirements are met.
•Network and communications infrastructure supporting 550 offices.
•Ensure budgets and schedules meet IT Infrastructure requirements.
• Provide leadership and mentoring, including hiring, employee training, and career path management for the
IT Operations team.
•Interacts with other infrastructure technologists, managers, engineer lead managers, project and LOS
managers; may interact with customers/leaders, vendors, providers, and contractors.
•Interacts with customers, demand organization and/or functional peer group managers; interacts with senior
functional, IT management on moderately complex issues.
•Maintaining overall responsibility for the command center team.•Implement & enforce IT Command center policies, processes, procedure and work instruction (Following ITIL).•Lead and organize IT Command Center Projects.
•Ensures appropriate IT command Center standards and documentation are maintained throughout the organization.•Develop specific tools as needed.•Maintain the proper relationship with other cross IT functions within company.•Ensuring the availability and performance of the network and Systems.•Providing fast and accurate troubleshooting for server anomalies.•Utilizing advanced monitoring and diagnostic software tools to monitor, assess, and report on host status, performance, and availability.
•Provide direct supervision to Technicians.•Manage multi-cultural and multi-lingual team which maybe be virtual in nature.•Manage the workflow and resources of the team to meet targets.•Ensure all company and department policies and procedure are followed.•Report security events or potential events or other security risks to the organization.•Establish and maintain Service Level Agreements (SLA) with internal and external customers and ensure the SLA standards are maintained.•Recommending and supervising various personnel actions including, but not limited to, hiring, work assignments, scheduling for a 7/7 network operation centre, promotions, determining workload, delegating assignments, training, monitoring, evaluating performance and initiating corrective or disciplinary actions.•Iidentify faults raise trouble tickets and provide resolution of complex problem requests. Escalate from the previous tiers when necessary (Following ITIL.•Monitor All Agility Infrastructures (Regional &All Agility Data Center (Singapore & Kuwait) ALL Sites).•Coordinate with ISP&Vendor as per SLA Between Agility and Vendor.•Monitor all Network&System Availability for agility sites (Regional & Europe & Asia & US & Africa & Australia)
• Leading shift activities.
• Day to day operations management.
• Providing team leadership and coaching.
• Facilitating problem solving and collaboration.
• Ensuring full coordinating with internal and external customers.
• Working with the Senior Technical Support Engineer team to ensure the team has received necessary training on new product and services the team would be expected to support.
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• Ensuring proper monitoring of servers, SBCs, Load Balancers, Storage, IP routers and switches, and IP circuits.
• Monitoring network, voice quality, signalling and server status alarms
• Sniffer capture and detailed packet analysis.
• Evaluating tools and technologies that can improve operational efficiency.
Troubleshoot network and software problems.
• Troubleshooting computer problems.
• Determining source of computer problems (hardware, software, user access, etc.).
• Advising staff on appropriate action.
• Serving as liaison between staff and the technology department to resolve issues.
• Documenting resolutions for future reference.
• Submitting the Help Desk duty report at the end of each shift.
• Staying on top of new technologies and trends affecting the supported product or environment.
• Answering specific requests for technical assistance in a timely manner.
• Providing documentation, diagnosis and repair of technical issues.
• Dispatching on-site or other 3rd party service providers.
• Providing excellent customer service.
• Following up on urgent requests.
Computer Communication Engineer Lab Assistant & Dean Assistant for the below LAB courses :
Electronics 1
Electronics 2
Circuit 1
Circuit 2
Logic Design
Microprocessor System
Computer Organization & Assembly Language
Analog Communications
Digital Signal Processing
Implementation of Budget and Review System for Municipality Of Beirut.