Business Technology - Services Team Lead
Dubai Airports
Total years of experience :16 years, 5 Months
Insure 24/7 Service desk support to all DXB and DWC staff as well as DA stakeholders by leading the team on shift, provide first line of support in alignment with SLA, Escalate Unresolved incident, and participate effectively in reducing the abandon call rate and increasing first call resolution.
Leverage technology used in Service Desk by leading the technical activities required to implement HP Service Management and Genesys Contact Center with High Availability and Mobile Engagement features
Adopting the new service support process and make sure the process is followed by the teams, provide feedback and recommendation and ensure smooth transition
Lead the project of Virtualizing and Sequencing application and Operating systems
Create and implement Major incident plan and communication
Differentiate and categories the Service Desk incoming calls
Establish escalation and communication matrix
Develop and implement Service Desk Procedures / Check list
Insuring support within the SLA’s and OLA’s and create notification alert system if breach
Lead the CAB team and act as change manager
Redefine and change the Change Process based on the business need
Managing Service Desk related systems (HPSM, Genesys, SCCM)
Prepare and present weekly/ monthly statistics and report and dash board as required to Upper Management.
Track and analyze trends in Service Desk requests and generate statistical reports
Plan and Manage of all activities involved in Service Desk
Insure Service Desk recourses available when needed
Manage the processing of incoming calls to the Service Desk
• Develop and implement Service Catalogue
• Develop and implement SLA and overall adherence to customer SLA's through effective operational management of teams
• Prepare and present monthly statistics and report as required to IT Director.
• Track and analyze trends in Service Desk requests and generate statistical reports
• Plan and Manage of all activities involved in Service Desk
• Insure Service Desk recourses available when needed
• Manage the processing of incoming calls to the Service Desk
• Development and coaching of the service desk team to deliver continuous service improvement
• Deliver on-going training needs analysis for the service desk team to ensure core technologies are supported in a proficient manner
• Virtualizing and Sequencing application and Operating systems
• Provides technology support for students, faculty, and staff, especially for learning and other academic purposes.
• Supervising helpdesk staff and part time student worker.
• Responsible for the configuration, deployment, and management of IT equipment and systems in computer labs, classrooms, and offices.
• Recover lost data and back up crashed system
• Implementing and testing systems
Concentration in IT Managment Master Courses in IT Managment: Information Technology Management IT Project Management E-Commerce Business Models Technology Advance Information System Management Security Management Human Resources Management Quality Engineering and Management