Head - IT Infrastructure and Operations
Commercial Bank International
Total years of experience :22 years, 5 Months
Provide technical and analytical leadership in the managing of IT operations from optimizing key functional areas and system administration to guiding network, security, and support services.
• Prepare, execute and Monitor IT strategic plan.
• Develop and track IT budget.
• Manage and optimize daily IT operations and Infrastructure in key functional areas, System administration, Network, Security, End User Services, Database, Branches and ATM support.
• Ensure compliance with IT-related disaster recovery procedures, including data backup, power management, and storage redundancy.
• Ensure compliance with software licensing; manage 3rd party maintenance agreements for both hardware and software.
• Manage and Coordinate the creation and maintenance of documentation necessary to provide hardware/OS support or emergency troubleshooting instructions as well as organization IT policies.
Achievements
Financial:
- 2016 - Completed reduction in cost up to USD 600, 000.00 during the sizing of core upgrade program.
- 2016 - Re-evaluated telephone and fax lines saving AED 200, 000.00 annually
- 2018 - Completed reduction in cost up to AED 2, 000, 000.00 during various operational activities.
Technology:
- Design and Implement Core Banking Infrastructure including, back end systems, disaster recovery systems, Networking (Including WIFI and Remote Connectivity)
- Completing the disaster recovery site implementation, and performing 3 disaster recovery drills for critical business functions.
- Implementing IP telephony infrastructure in 5 offices and 27 branches
- Re-designed Network infrastructure to meet system and security needs
- Automate EOD day process to avoid user intervention.
- Build internal communication platform based on Office 365 collaboration tools
People:
- Re-created IT organization structure to meet business and project portfolio needs.
- Re-evaluating non-performing employees and initiating outsourcing contracts to meet business and Emiratization goals.
- Building IT Managed Service model to meet an cost optimized operations.
Process
- Initiation high-level IT governance plan, including processes like, incident and change management
Directed daily activities of 11 high performing technical team members to ensure effective support of end users and internal customers in the administration of business-critical duties
Enhanced operational effectiveness by evaluating IT service and support policies, guiding the deployment and security of automated systems, and establishing corporate standards for hardware and software integration.
• Technology Leadership: Key contributor in conducting data centre design and gap analysis to ensure alignment between system functionality and business operational needs.
• Contract Management: Assessed, defined, and ensured achievement of technical requirements in service level agreements (SLAs).
• Tool Implementation: Designed and Implemented Service Desk Management tool with End User Satisfaction Survey to map IT engagement with business requirements.
Coordinated efforts of 20+ technical staff to ensure achievement of strategic IT initiatives through network and application monitoring and negotiating SLA and vendor contracts.
Assessed and analysed technical requirements for individual branch locations to ensure flawless launches and smooth operations. Managed data centres from establishing policies to monitoring system performance and reviewed IT project design documents and hardware and software standards to ensure full compliance with UAE setup standards.
• Performance Management: Established IT service desk setup policies that aligned with performance of engineering team and staffing requirements.
• IT Transformation Management: Collaborated with key business stakeholders to effectively manage change across organization while resolving program incidents in timely manner.
• Technology Leadership: Enhanced technical operations for end users by identifying opportunities and systematically implementing pro-active tools into production. Designed and Implemented Robotic monitoring tool to proactively monitor mission critical application behaviour and avoid possible service outages.
Supervised daily operations of Service Desk by ensuring customers received timely responses and reported incidents were productively resolved.
Ensured effectiveness of Service Design by monitoring OLA and SLAs, establishing and implementing performance metrics and best practice methods that addressed both business and management concerns, and coordinated with support service managers to ensure effective alignment with business function.
• Team Leadership & Development: Mentored and coached junior technical team members to ensure competency, further develop skills, and effective use of talents to achieve team goals.
• Project Management: Directed entire Service Desk portfolio of projects from planning and execution, to effectively closing assignments and evaluating results.
• Technical assistance for users experiencing problems with Microsoft Software products in the EMEA region.
• Consistently delivered rapid service and support, resulting in a high level of customer satisfaction; kept users updated on resolutions.
• Expert in Microsoft Desktop Operating System support (Windows 2000 XP).
• Expert in Microsoft business applications support (Office System).
• Microsoft Platform Server technology awareness (Active Directory, DNS, DHCP)
• Point of Contact for Desktop Application issues.
- Support Banking products and Passport issuing systems across the UAE.
- Installation, maintain all types of Dye-sublimation printers.
- Installation, maintain and repair RAK Police driving License Issuing System.
- Installation, maintain and repair Sharjah Passport Issuing System.
- Installation, maintain and repair National Bank of Sharjah ATM Production System.
- Installation, maintain and repair Commercial Bank of Dubai ATM Production System
- Complete work orders, test and maintenance reports.
Higher Diploma in Computer Science
Bachelor in Electronic Engineering, Stopped in the 4th year for family reasons.
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