IT Manager MENA
LC WAIKIKI
Total years of experience :15 years, 9 Months
IT Manager MENA, LC WAIKIKI
Egypt, Morocco, Iraq, UAE, Oman, Algeria and KSA
Reports Directly to International Retail IT Director
Main Job Objective:
Manages all IT infrastructure, IT teams, change and IT request. Provides single point of contact for requesting a change - submits requests for changes (RFCs) and assembles submission packages and represents business unit or area interests regarding the change being requested. This role starts with the RFC submission to Change management and ends once the Change has been successfully implemented or permanently rejected.
Key Duties:
•The key point of contact for the business leads and functions.
•Responsible for proper collection and management of business demands.
•Lead IT Service delivery in MENA to provide sustainable IT environment for the business.
•Ensure cost-efficiency of provided IT services.
•Grant the quality and availability of the IT services meeting or exceeding the Company standards.
•Enable the deployment of the new IT services and solutions to meet business needs and company’s IT architecture.
•Provide project management on local projects.
•Coordinate IT work and activities within the area of responsibility.
•Prove the standards and processes for providing optimal support level in all locations.
•Ensure adequate Service Level Agreement in support or exceed it.
•Provide efficient two way communication with business proving the IT transparency and awareness of business Regional and Local IT activities.
•Identify and communicate the business needs in accordance with existing process to provide the best response.
•Agree the plans and priorities of functions driven by Domain Functional Specialists with Administrative superior to ensure best matching of IT service to requirements.
•Assess the budget requirements for Division. Provides input for budget planning process
•Coordinate purchasing.
•Monitor the costs related to IT activities within the sphere of responsibility.
•Proactively provide customer input to other IT members to continue constant service improvement; recommend changes in hardware, software and support procedures as appropriate to enhance service.
•Escalate the business needs in accordance with existing process to provide the best response. Make role of facilitator to Business initiatives and global Services.
•Passive & Active LAN equipment configuration and maintenance, monitoring.
•PC & Peripheral equipment Support.
•Reports Directly to IT Director
•Support end-users with IT-related problems in a responsive and service oriented manner.
•To maintain effective relationships with suppliers and end users.
•Manage time and projects effectively.
•Training staff with IT related equipment.
•Maintain hardware maintenance agreements to ensure integrity of operations processes.
•Prepare Hardware check list price quotations for new store openings.
•Maintain and support point of sale and back office systems
•Support new store openings, functionality enhancements and upgrades
•Configure and maintain computers, POS peripherals, handheld terminals and networking equipment in retail stores
•Provide first level support to customers’ requests
•Perform diagnostics of customer issues
•Resolve customer issues by troubleshooting over the phone with customer contacts
•Refer customer issues to upper level support when necessary
•On site diagnose, repair and upgrade hardware or software as necessary
•Ensure accurate documentation of all calls handled
•Perform follow-up call-backs with customers
•Keep up-to-date on all Service Desk processes and troubleshooting procedures
Main Job Objective:
Design Network Infrastructure for New Projects; Provide Support to Company's End Users by Maintaining Computer Network Integrity, Troubleshooting, Repairing System Faults and Setting Up and Installing Hardware and Software Systems
Responsible for:
•To maintain the network, software and hardware in Head Office and various project locations
•Designing the network infrastructure in various project locations
•To maintain effective relationships with suppliers and end users
•To manage the Help Desk for all end user issues
•To install computer equipment and its peripherals both for full network set-up and for end user work stations
•To maintain an awareness of new developments and technologies in Information Technology
•Setting up Video Conference between Head Office and Various Project Locations
•To maintain telephone network in various project locations.
Projects History:
August 2011 - January 2013
West Damietta Power Station (Kharafi National)
May 2011 - August 2011
Damietta Power Station (Kharafi National)
•Working in a Team Representing TRAVELPORT and SITA Technical Support in Egypt
•Supported Airline Computer Reservation Systems Of Several Multinational Companies
•Supported Customer’s Software, Hardware and Networking Issues
•Acquired Experience In Facets Of Troubleshooting, Installation And Maintenance For Various Desktop Operations, Hardware And Software
Computer Science
High School
