Technical Services Department Manager
Bank AlBilad
Total years of experience :23 years, 0 Months
Manage more than 50 employees within four Units as follows:
o Service Desk Unit
o Regional Services Unit
o Client Systems Unit
o Systems Security Unit( SAC)
Reporting to the CIO and working with him and other IT department managers to achieve the following:
o Digitization & automation of business process
o An agile IT services, team and enviroment o Ensure on time delivery of new business services that are align with bank business strategy and vision
Managing Technical Services functions by establishing and documenting policies, procedures and business processes that ensure efficiency and productivity.
Day-to-day operation, monitoring Incident response and resolution times, and escalation procedures related to the agreed SLA.
Ensure that all incidents, problems are classified, investigated and categorized based on business impact and priority.
Working with Servce Desk team to Provide 1st level support for end users thru ITSM system, Unified Support Portal, e-mail, or via the telephone, as appropriate, resolving Incidents or requests for assistance in various application systems, hardware, office automation functions, or network connectivity.
Working with Regional Services team to Provide onsite support for end users in the regions(BAB branches, Enjaz branches & Regional Offices) to resolving incident or problems requests for assistance in various application systems, hardware, office automation functions, or network connectivity.
Working with Client Systems team to provide services for end users by using client systems such as SCCM, NexThink, HPSM, AD & Azure RMS, Citrix XenDesktop & XenApp & Print management System.
Working with Systems Security Unit (SAC) to manage user access right & privileges for all IT Systems and administration Windows Active Directory user accounts. And ensure all security access policies are apply to existing and new systems.
Create RFI/RFQ /RFP & evaluate vendor proposals to choose and recommend the best solution that will add best benefit to the bank.
I am responsible for the following fields :
•Design, Implementation Computer Networks ( LAN & WAN ).
•Design, Implementation & manage Domain and Workgroup Networks.
•Connecting and managing Branches to the Head office by using communication Lines .
•Install & manage Cisco router 7513 & 2600 & catalyst switch 6000 & 2900 between Head office and 7 Regional Areas.
•Install, Configure & manage Active Directory Domain controllers ( PDC & BDC) in the Head Office .
•Implementing TCP/IP, DHCP, WINS, & DNS Server.
•Install, configure & manage Symantec Antivirus 9.0 corporate Edition in Head Office and connect all Systems in Branches to their regional Area then to the Head Office.
•Install & Configure Dell Servers 2500 & 2600 PowerEdge ( Windows 2000 server ) and Configure Raid 5 for them .
•Install & Configer Sybase & Banking System ( PHOENIX) to PC’s & Servers.