Rafeel Mohamed

• Overall responsibility for L1 & L2 across the group
• SOC incident management
• SCCM release and deployment management
• Conduct periodic reviews of service management processes and implement any needed amendments to ensure the continual improvement of service delivery standards & practices
• Coach and mentor the service management team to develop their professional skills
• Assist the Project Manager in global implementation projects
• Prepare SOP’s for technical and processes followed by the organization
• Ensure optimum accessibility of the Service Desk across MENA, Europe, Americas and Asia (24 x 7, 365)
• Build strong relationship with key business leaders and conduct regular meetings to understand the changing business requirements
• Assist in advanced troubleshooting for escalated issues.
• Ensure service levels are achieved in line with the agreed SLA/OLA and that user expectations are met or exceeded
• Prepare and review Monthly/Quarterly management reports and monitor the trends
• Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing, schedules, etc
• Develop policies and procedures that outline how problems are identified, documented, assigned and corrected
• Maintain IT service desk page on the Intranet with service availability and service catalogue
• Oversee development and communication of help sheets, user guides, FAQs and know issues for end users
• Monitor incident trends and anticipate potential problems for proactive resolution.
• Prepare service announcements for outages and scheduled maintenance activities
• Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues

• Manage a team of 6 Engineers
• Review Service Desk tickets to ensure we meet the SLA
• Raise problems tickets for repeated issues.
• Incident management though HP service Manager in line with ITIL framework
• Safeboot console management
• Coordinate with other support groups to meet SLA (Server team, Application team, ATM & Projects Team.
• Provide L3 support.
• Handle onsite escalations.
• Escalate recurring issue to IT management
• Review the quality of calls logged and close codes.
• Prepare necessary process and procedures to improve the service quality.
• Vendor Management.
• Implement appropriate controls and procedures to ensure accurate solution is provided to the business
• Software asset management