Services Design Analyst
Sidra Medical and Research Center
Total years of experience :20 years, 4 Months
• Responsible for various activities within the Service Lifecycle, specifically in the areas of Service Identification, Service Design, Service Catalog, Service to Transition and Operation, and Continuous Improvement.
• Responsible for designing reliable IT Infrastructure and Operations services and amending existing services that needs improvements, including the definition and ongoing review of services, delivery model and delivery quality.
• Designing and mapping SLA and OLA of all services with their respective owners and stake holders.
• Accountable for leading services design/redesign initiatives.
• Develop process work flows for teams while facilitating various teams’ involvement at different stages of services.
• Assure the designed services follow the hospital high availability and continuity requirements.
• Review and analyze the designed services for reliability, accountability, and assure the SLAs are met.
• Identify relationships and dependencies with other IT and business departments to align the work flow to improve the overall end users’ experience.
• Support the ongoing refinement of services development materials to reflect best practice in technical operations and infrastructure services management based on ITIL standards.
• Engage stakeholders to assure the designed services meets business requirements and expectations.
• Act as an advocate for services users, and negotiate to remove any identified obstacles to the delivery of excellent services provided.
• Develop service level agreements, KPIs, and overall quality assurance of deliverables and services.
• Create knowledge awareness of ITIL ITSM Standards and Practices within IT department.
• Facilitate the IT department in producing documentations on policies and procedures which brings clarity to IT and business as a whole.
• Lead the implementation of ITSM HP Service Manager
• Lead the “IT Service Management Tool” procurement project by developing SOW, evaluate and interview vendors, compare and negotiate offerings and associated costs, and propose to upper management the shortlist to select for project award and implementation.
• Participate in the Business workshops throughout the organization with relation to IT services and document business requirements for IT to support.
• Assists in evaluating advanced technologies Software and Hardware
• Review and implement service level agreement (SLA) and ensure overall quality of deliverables and services is followed by all departments with accountability.
• Manage vendor contracts for IT and follow up with vendor’s activities in the datacenters (Access, Inventory, Hardware installation and configuration) while creating a process workflow on how to request access while involving more than four stakeholders.
• Manage and supervise Smart systems projects including estimates.
• Schedule project tasks in such a way to optimize costs, man day and delivery times.
• Plan and manage project resources efficiently and to the best possible standards.
• Create B2B (business to business) relationships to secure Smart Mobility Solutions value, demand, and grow the network to deliver quality solutions.
• Develop smart systems offerings as well as initiate acquisition of relevant IT solutions and Licenses required to deliver high quality business solutions to the clients.
• Oversee all initiatives related to intelligent smart systems to be provided as a service to Q.mobility clients.
• Evaluate different smart systems technologies such as (Customer Visit Management, RFID System for VIP Customers, Sports Solutions-Digital Signage with Information System, Electronic Parking Management System, E-bike Sharing Management System, Meters/ Pay and Display Electronic System, Ticketing & Smart Cards System, Traffic Control and Intelligent Traffic Management System)
• Manage and supervise Intelligent Smart Systems projects including estimates
• Conduct Business Impact Analysis (BIA) for all plans
• Assess process and setting plans for business continuity lifecycle and development
• Develop plans and fail-over strategies for WAN, LAN, IT Infrastructure
• Create BCP test process/documentations and participated in several tests
• Liaise with q.mobility Directors and Managers to identify potential clients.
• Liaising with the other Business Operation on their requirements & provide technical consultancy & Support, product awareness and demonstrations, trial or test installations of products and applications.
• Responsible for the provisioning of IT infrastructure and its services (end to end).
• Setting department KPI and Goals.
• Manage and supervise the IT infrastructure and operations at the Company’s HQ, and regional sub-offices, including the supporting teams.
• Ensure the integrity and availability of data 24/7.
• Plan and implementing IT security, system policies and conduct risk analysis for I.T infrastructure projects current and future needs
• Developing plans and fail-over strategies for WAN, LAN, IT Infrastructure
• Create BCP Tests/documentations and participated in the test
• Liaise with various vendors and service providers for maintenance contracts, repairs and technical support on their various products & equipment
• Monitor asset movements through Asset Management for ensuring software / hardware assets are within control.
• Developing Web Applications using ASP.Net. Thru Visual Basic.NET
• Install the point of sale system in 13 locations and configured the system to transfer all invoices and daily sales to stock control system remotely.
• Manage and monitor 13 POS remotely using Symantec PcAnyware.
• Manage and monitor network resources; back-up and restore files and folders; generate and view security logs.
• Consult client on Hardware/Software, and distributed network computing for enhancements and upgrades.
• Played a key role in system support design and performance evaluation.
• Cabling, installing protocols and configuring Windows Servers.
• Maintained and upgraded personal computer hardware and printers.
• Installed and Maintained Operating Systems and all updates and patches.
• Troubleshoot LAN, Network connectivity.
• Assist Instructor in training of other students at the practical work sessions.
Software engineering is the study and an application of engineering to the design, development, and maintenance of software. Testing, and evaluation of the software and systems that make computers or anything containing software work.