IT Manager
RAFID Automotive Solutions
Total years of experience :25 years, 10 Months
• Accountable for all aspects of IT Operations, infrastructure, and service delivery for RAFID Automotive Solution.
• Identify and implement the right technology as per the business requirement.
• Overseeing and supporting the development, design, and delivery of project initiatives; assure that the goals and objectives are aligned with business overall strategic plan.
• Continually reviewing/analyzing the effectiveness/efficiency of existing systems and processes and developing strategies for improving or further leveraging existing systems and processes.
• Coordinate with Government Entities for business requirements and integrations between different government systems.
• Oversee negotiation and administration of vendor, outsource, and consultant contracts and service agreements
• Formulate and deploy long-term strategic plans for enabling efficient and cost-effective technologies
• Accountable for all aspects of IT Operations, infrastructure and service delivery for Raven Group and Visionscape Group.
• Responsible for the provision of IT infrastructure services including desktop applications, Local / Wide area networks, IT security and telecommunications
• Ensuring delivery of the services are aligned with strategic business and compliance requirements.
• Directly engaging with key strategic partners and associated vendors delivering services and day-to-day support to the business.
• Responsible to identify and implement the right technology as per the business requirement.
• Manage Data Center operations including the overall performance, availability and optimization of storage, virtualized environments (HyperV), servers, and networks.
• Established a solid and transparent relationship with business users based on fully understanding of their IT requirements and needs to ensure a successful delivery of services
• Working with senior management to propose, agree and deliver IT service as per defined Service Level Agreements.
• Responsible for IT Divisional P&L IT Infrastructure Capital and Operational Budgets
• Executed project work as required by the Group, involving the right resources for the successful delivery.
• Initiates and implement improvements in all areas of technology, depending on ITIL frame work,
• Continually reviewing/analyzing the effectiveness/efficiency of existing systems and processes and developing strategies for improving or further leveraging existing systems and processes.
• Responsible to manage office365 management and migration of legacy email system to office 365.
• Handling project at Barclays Bank UAE for decommissioning of IT assets, which are no longer required.
• Responsible for movement of all Barclay’s corporate users to new site and ensuring prompt support is given to end users after relocation.
• Responsible for recording all IT asset movement details into IT asset management system.
• Full IT Asset reconciliation which consist of identifying missing assets and mapping assets against finance book.
• Responsible for IT asset disposal which are no longer required and having 0 book value.
• Primarily accountable for managing the Help Desk Operations and end user support for 3600+ users with the help of 16 support engineers at Abu Dhabi terminals.
• Designed, built and managed IT help desk that implements processes that were aligned with ITIL best practices
• Responsible to make sure, Incident and service request are responded on time as per the agreed SLA with business and overall IT processes are aligned ITIL best practices.
• Responsible to maintain Help Desk service level to 90%
• Follow up on high priority incidents issues and push through to completion.
• Identifying the issues in Help desk software (Maximo) and fixing it with the help of application team and vendor
• Responsible of correcting the accuracy of IT asset management data and process improvement
• Responsible of correcting the current Incident & Service request process.
• Responsible to Implement the ITIL best practice
• Accountable to ensure that the Service Desk and IT Engineers understand the Service Level Agreed based on ITIL Methodology and escalate recurring issues to IT Management. Act as Task Manager to review and conduct individual performance against agreed objectives in line with the Performance Management Techniques.
• Manage the overall operations and functions of the Service desk.
• Reduced 70% onsite standard service & incident management volume and shifted to Level 2 core remote support team in Singapore/Lithuania, reducing TTR, improving SLA and creating capacity and cost saves within on-site team.
• Responsible to manage Major incident for MENA region
• Perform continual service improvement every quarter based on monthly KPI which covers top 10 incidents,
• Follow up on high priority incidents issues and push through to completion.
• Resolve user problems and escalations quickly and efficiently as per agreed service levels. Work closely with Service desk team of 22 engineers and coordinating with 7 neighboring technology team to provide IT Support Services for the Bank with the blend of ITIL methodology and industries best practices for 7 sites.
• Responsible to make monthly service desk KPI
• Responsible to maintain Service Desk service level to 90%
• Work closely with Logical access management team for smooth process of JML as per agreed SLA.
• Vendor coordination related to Service Desk in-scope issues.
• Responsible to manage IT Asset Management along with yearly reconciliation of IT assets against finance book and assuring the global standards are adhered.
• Audio/Video conferencing setup using Polycom and Lifesize units.
• Manage day to day operation and troubleshooting of AVAYA telecommunication system
• Provided leadership for technology team including identifying new technologies and methodologies for information systems related services to ensure business and technology decisions are reached to support business goals and objectives.
• Responsible for day-to-day IT Operations and support operation of clients for 500+ users with the help of 14 support engineers for 24/7 shift operations.
• Evaluate and refine internal support processes and align it to Information technology industry best practices. Created new policies for managing and using internal IT resources and developed new procedures for providing support to external customers and internal users.
• Oversees the administration and maintenance of the IT infrastructure
• Planning, developing and implementing the ICT budget, obtaining competitive prices from suppliers where appropriate, to ensure cost effectiveness
• Provided leadership for technology team including identifying new technologies and methodologies for information systems related services to ensure business and technology decisions are reached to support business goals and objectives.
• Responsible for day-to-day IT Operations and support operation of clients for 500+ users with the help of 14 support engineers for 24/7 shift operations.
• Evaluate and refine internal support processes and align it to Information technology industry best practices. Created new policies for managing and using internal IT resources and developed new procedures for providing support to external customers and internal users.
• Oversees the administration and maintenance of the IT infrastructure
• Planning, developing and implementing the ICT budget, obtaining competitive prices from suppliers where appropriate, to ensure cost effectiveness
• Handling and assisting in day-to-day support calls for call center.
• Responsible to optimize bandwidth issues & support Daily end user issues related to Microsoft office and MS Windows XP including Call Centre In House Applications.
• Implemented VOIP based IP phones across LAN, WAN and maintained Mitel PBX & Cisco ATAs along with Win2k Server (Domain controller) and ISA for 100 seat call center and software house.
• Configuration, Maintenance/Administration and troubleshooting of the Active Directory Domain Services
• Managing creation, modification and deletion of user accounts, Groups, OU through Active Directory
• Applying Security Policies and Audit policies by using AD Group Policy Objects
• Created images for laptops and desktops with company applications using Symantec Ghost Suite for standardization and quick deployment
• Handling and assisting in day-to-day support calls for call center.
• Responsible to optimize bandwidth issues & support Daily end user issues related to Microsoft office and MS Windows XP including Call Centre In House Applications.
• Implemented VOIP based IP phones across LAN, WAN and maintained Mitel PBX & Cisco ATAs along with Win2k Server (Domain controller) and ISA for 100 seat call center and software house.
• Configuration, Maintenance/Administration and troubleshooting of the Active Directory Domain Services
• Managing creation, modification and deletion of user accounts, Groups, OU through Active Directory
• Applying Security Policies and Audit policies by using AD Group Policy Objects
• Created images for laptops and desktops with company applications using Symantec Ghost Suite for standardization and quick deployment
• Scope of responsibilities includes analyzing user requirements, and implementation of computer systems.
• Respond to tickets logged on Help-Desk for system issues and provide level 1 and level 2 support by troubleshooting various hardware and users’ applications problems running on different operating systems, mainly consisting of Windows®95.
• Responsible for all IT related Vendor coordination.