ICT Service Desk Team Leader
United Gas Derivatives Company
Total years of experience :19 years, 9 Months
I. END User SUPPORT:
2nd or 3rd Line support according to escalation matrix and team utilization.
Analyze, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
Deliver ICT awareness sessions to users for enhancing overall user’s productivity.
Prepare and conduct Information Security awareness programs.
II. Administration (FOR DATA CENTER, NETWORK AND SYSTEMS):
Manage data centers in our both sites and provide 24x7 operations support for all hardware and software hosted in these data centers including servers, operating systems and applications in addition to monitoring its functional status and environmental and Safety activities (Air condition, UPS and Fire Extinguisher system) using sensors and in-house monitoring applications.
Ensure that the KPI’s and SLA’s are achieved through registering, monitoring, analyzing and controlling all IT related incident records and resolutions.
Manage the escalation of IT related Incidents from IT Service Desk Specialists to other teams (System Admin, Network Admin, Development and Information Security).
Administer LAN for company sites (El Gamil Plant and Damietta Terminal).
Plan, Lead and Control best practices and guidelines for scheduling and performing maintenance operations on ICT systems and Workstations hardware to optimize the performance of these workstations, increase the life time for its components and hence reduce its operational costs.
Specify and issue purchase orders as required for all IT & Telecommunications hardware and software.
Optimize overall IT / Telecommunications life cycle costs.
Manage the ICT project requests assigned by management.
Lead the corrective maintenance for IT / Telecommunications equipment needed to minimize ICT downtime.
Maintain cost awareness to ensure optimum use of technology and ensure expenditures are justified.
Ensure HSSE for all IT activities is managed effectively per the UGDC HSSE (Safety) policies and standards.
Member of Tactical Response Team in case of any emergency cases or drill scenarios and effective participant in monthly HSSE (Safety) meetings.
III. TEAM Management & DEVELOPMENT:
Leading a 24X7 team of ICT Specialists for day to day IT Service Desk requests.
Monitor ICT Service Desk Specialist's performance and provides ongoing feedback to the individual.
Arrange monthly, quarterly and annually one-to-one and 360 degree evaluation and review with team members and then set objectives and training plans for career development.
Interact with ICT Service Desk Specialist team on a regular basis, Ensures that IT Juniors are aware of ongoing initiatives or upcoming changes and projects.
Oversee the development, implementation and administration of ICT Service Desk Specialist staff training procedures depend on training needs analysis.
Train, coach ICT Service Desk Specialists and mentor new IT Juniors.
IV. Reporting:
Establish, document and frequently update ICT Standard Operating Procedures (SOP), ICT Policies and Knowledge Bases.
Issue monthly management report of IT / Telecommunications key performance measures.
Prepare and submit annual hardware and software budgets for management approval.
Track and analyze trends in Incident records, Problem resolution performance for Service desk requests and then compare these records with last / previous year records then with industry records and finally generate a representative reports accordingly.
Conduct regular SWOT analysis and make a careful assessment of ICT capabilities, issues and opportunities to participate in developing realistic ICT short and long range plans.
V. Vendor Management:
Negotiate and administer vendor, outsource, and consultant contracts and service agreements.
Evaluate the Vendor and Outsource behaviors and performance against the service agreements.
Ensure that security requirements have been implemented in an appropriate and timely manner within the bank.
Enforce the separation of job responsibilities that impact information security.
Provide support for new / planned business initiatives.
Revise Disaster Recovery & Business Continuity design to ensure continuity capabilities.
Define security requirements for projects, products and technology platforms.
Review proposed technology initiatives for policy compliance & security design.
Review existing user IDs and their assigned rights/authorizations and group / profile memberships and confirming with application owners on the validity of the existing user IDs in the application systems.
Handle of security incidents (perform incident monitoring, response, investigations, reporting).
Monitor and process the security vulnerabilities in the banking industry.
Review of system event logs periodically (in conjunction with IT), automated reporting metrics and system audit logs to monitor the user activities.
Monitor the testing of Bank‘s DRP and BCP plans
Track security related patches & vulnerabilities
Monitor change management control procedures for technology services including: network, database, mid-range, technical support, application management.
Develop an Information Security Awareness program (using the awareness sessions, quiz, memos and posters) to deliver the information security definition, concepts and policies to all bank’s employees.
Provide a non-failure IT operation during a shift for a 24/7 environment.
Provide IT service to SCCT employees and the customers while visiting SCCT.
Act as IT Operations Manager in taking the decisions in case of system failure during the night shift.
Repair the hardware and software packages.
Responsible for the entire IT installation during a shift.
Manage site inventory for assets (hardware and licenses).
Assign the new blackberry devices to the blackberry users and synchronized their emails, calendar and contacts.
Manage user accounts and review system access policy and audit users’ access rights.
Implement and maintain network components & systems.
Troubleshoot systems operations and network problems.
Apply new systems patches and new releases and perform ongoing network enhancements and performance improvements.
Define, implement and maintain the backup & restore procedures and schedules.
Cisco Wireless access point’s administration.
Install and configure Cisco Routers to connect different Banks’ HQs with SWIFT Service BUREAU.
Install and configure Security devices Firewall and VPN devices.
Work with different type of communication media: ISDN and PSTN Dial-up lines, leased lines, Frame relay and MPLS to guarantee the Availability & Quality of service provided the customers.
Test, certify, and monitor the whole solution setup.
Install and configure Swift Alliance server and workstations in Egyptian banks.
Master of Business Administration covering the following areas of studies / knowledges: Accounting for Managers, Financial Management, Managerial Economics, Leadership, Contemporary Management, Marketing Management, Cross Culture Communications & Negotiations, Quantitative Methods for Business Decisions, Business Research methods for Managers, International Business Law, Strategic Management, Human Resource Management, Investment & Portfolio Management, Entrepreneurship, Project Management and Operations & Supply Chain Management
