Senior Manager - Head of IT Operations Control & Service Desk
Bank Audi - Egypt
مجموع سنوات الخبرة :24 years, 3 أشهر
Lead the first-level technical support team.
Build and maintain the systems and networks monitoring system.
Be the first point of escalation for IT issues.
Work with InfoSec team to upgrade/apply security standards and measures for the endpoints.
Build an upgrade to the systems and networks monitoring system.
Accomplishments:
• Instrumental in providing global technology vision, strategy & IT leadership for developing/delivering value-added technology solutions.
• Leveraged IT vision & broad competencies in project management to provide solutions for intricate projects, establishing scope and recognized for delivering on schedule, budget with unrivalled quality & service.
• Successfully led transformation programs. Championed and drove organizational / technological change with the goal of continuously improving both organizational capabilities within the IT function as well as the business functions which are supported.
• Built team, designed, tendered strong leadership/guidance through establishment of performance goals, allocation of resources and ensured that the team has an understanding of the vision and strategy and their part in its achievement. Supervised their knowledge plan and led them through individual transformation projects.
Roles:
• Steering operational excellence, through enhanced development and implementation of operation's policies, processes, procedures, and associated systems requirements.
• Leveraging charismatic and motivational leadership style that fosters creativity and enthusiasm for Organization’s mission and goals and enables the team to achieve unprecedented results.
Key Projects to Credit:
• 2021: Work with different streams for Security measures and Service Management during FAB1 acquisition phase.
• 2021: Massive Operating System and Hardware upgrade to endpoints to cater for new security standards.
• 2021: Apply new security standards through internal and VPN endpoints (Sysmon, WinCollect, BitLocker).
• 2021: Work with InfoSec team to harden endpoints security by applying malware detection and response (EDR) tools.
• 2021: Convert endpoints, network printers/scanners to join a new 2012 R2 domain.
• 2020: Build IT Operations Monitoring and Assets Management Solution using Micro Focus tools.
• 2019: Introduce Zero Clients for end-users to replace thin-clients.
Accomplishments:
• Commanded large-scale infrastructure projects, assessed and recommended architectural designs/changes to systems in response to business or technical drivers.
Roles:
• Evaluated solutions that business benefit from; considering its adequacy, financial impact and technical needs.
• Planned, implemented, installed, troubleshot and repaired hardware, software, peripherals and systems’ infrastructure to ensure minimum downtime & maximum availability of network - 24/7 support in a fast-paced global environment.
• Enforcing governance with respect to the operational performance metrics. Developing and managing KPIs and SLA metrics, supporting by regularly scheduled reporting of performance for - IT Service Desk, Infrastructure Services and Network Availability/Performance and Application Services.
Key Projects to Credit:
• 2016: Designed Upgrade Citrix XenApp 4.0 to 7.6
• 2015: Implement VMware vSAN to host XenApp 7.6
Accomplishments:
• Recognized for successfully managing and directing the assigned project resources to overcome “triple constraints”—project scope, time and cost.
• Partnered with stakeholders to establish business process requirements, analyzed potential new services, prioritized projects, deployed and updated systems/tools.
• Managed end-to-end project management activities inclusive of planning, design, scope, estimation, resource optimization and delivery within agreed scope cost and timescale.
Roles:
• Drove the building of a service excellence culture, ensured IT service to business is resilient, reliable, and secure and aligned with business strategy and objectives.
• Liaised with client/server systems engineering team for requirement gathering, scoping and provided 24/7 technical support and resolved complex technical issues.
• Installed and configured server operating systems, application software & hardware, etc. Ensured the condition and performance of IT assets remains fit for purpose through the development and implementation of an investment program for the renewal and upgrade of assets.
• Superintending a dynamic team of Systems Administrators to plan, design, test, implement, and upgrade existing and future systems.
• Administering banking application including: accounts management, access-level management and backup as well as SWIFT and SigCap application that manage assurance of signatures.
• Functioned as a single-point-of-contact (SPOC) with technology giants - HP, Microsoft, IBM, EMC, Symantec, Veritas, Redhat; thus gained international exposure, added edge to the knowledge and wider view of available options.
• Managing vendors & third-party relationships, including service levels, risk assessments & compliance requirements.
• Acting as a 3rd level support after IT Help Desk and Operations teams, troubleshooting/ managing servers of HP (including: domain administration, storage management, access management, printing management, log observation, patch deployment, resources observation, and hardware maintenance).
Key Projects to Credit:
• 2014: Implement “Document Management System (DMS)”.
• 2014: Upgrade File Servers cluster from Windows 2008 R2 to 2012.
• 2014: Integrate ATMs with merchants (Fawry).
• 2013: Online migration of HP EVA 8100 storage to 3PAR 10400.
• 2013: Implement infrastructure and storage for Disaster Recovery (DR) site.
• 2013: Domain Upgrade from Windows 2003 to 2008.
• 2013 - 2015: Convert 95% of physical servers into VMware virtual environment.
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