Daily Duties (Worked in Abu Dhabi, NEB - North East Bab, Buhasa and Fujairah):
ITIL Implementation at work:
▪Incident Management: Use BMC Remedy to attend day to day calls. Resolve all calls related to software, hardware, e-mails, network etc., and update the incident status.
▪Problem Management: Escalate regular incidents and problems to second level of support based on defined investigation triggers.
▪Knowledge Management: Contribute to KEDB (Known Error Database) and share information among colleagues for faster call resolution.
▪Change Management : Ensure changes involving hardware component changes (Servers, Network etc., ) are formally recorded in Remedy and go through necessary CAB (Change Advisory Board) approvals, as defined in the system.
▪Asset and Configuration Management: Ensure lifecycle of a CI (all Hardware) is kept updated in asset database (CMDB), in accordance with change process.
▪Configuration Management : Ensure all end user computing devices are linked to CI’s (People)
▪Release Management: Ensure all security patches are planned well for deployment to live environment.
▪Service Level Management: Ensure all SLA’s, OLA’s and UC’s (Underpinning contracts) are abided to within the thresholds set by SLM Team.
Use NEXTHINK software to:
▪Monitor daily automated reports
▪Utilizing Nexthink finder to analyze problems in PCs.
▪Monitoring printer usage and generate reports for efficient printer usage.
Maintenance and repair of faulty hardware such as Printers, Scanners, Laptops, PDAs, MFDs, Servers, UPSs, projectors etc.,
Visit and provide technical support to remote rig locations and degassing stations. Prepare audio-visual arrangements in meeting rooms and auditoriums.
Create Documentations and presentations for IT procedures and Conduct IT awareness workshops for ADCO employees.
Coordinate with Management, Business Planning Department and Vendors in acquiring necessary hardware requirements.
Coordinate with HR and Exchange team to update user details and permissions on Active directory.
Network patching, cabling & LAN/WAN maintenance for all offices and buildings.
Focal point for ADCO eLearning support.
On call support round the clock on working days.
Facility Response Plan - Participate in weekly Incident Command Center (ICC) meetings and emergency situations as the on-call Information Officer.
Projects:
* Upgrade PCs from Windows XP to Windows 7 in ADCO offices across Abu Dhabi and remote locations as part of a companywide OS upgrade.
* Network expansion to new office buildings in Buhasa field.
* Prepare extensive network diagram for Buhasa field showing all different network segments/remote locations etc. on MS Visio.
* CITD Organizational Capability Uplift : ISO20000 Certification
▪Compliance with Service Management System (SMS) policy
▪Contribute to Continual Service Improvement (CSI) initiatives
▪Compliance to following documented processes (as applicable in the operational tasks)
- Company industry:
- Oil & Gas
- Job role:
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Information Technology
