IT Manager
Shell Oil And Petrochemicals
Total years of experience :21 years, 5 Months
• Promoted to Manage IT Service Management functions including Change Management, Backup Management, Problem Management, Incident Management, IT Helpdesk Management, SLA Management, IT Cost Management and Vendor Management
• IT infrastructure for Project setups/ Patch Updates /Rollouts
• Operational Infrastructure support across Riyadh Metro Program
• Budget responsibility as appropriate to the post financial approval level
• Contract review and technical evaluation
• Manage IT Projects in terms of Planning and Execution - Cost, Schedule, Design, Quality & Implementation
• Responsible for understanding and Implementing Corporate / Regional IT Strategies and managing
Coordination of all aspects of the Technology- Business relationship.
• Understand the current business processes and work with business users to develop technology initiatives
• Supporting business objectives
• Work closely with the assigned Project / Migration Managers to setup network/ telecom/ servers/ desktop implementation plan for timely delivery of business.
• Ensuring adequate FMS staffing level on-site at all times, monitoring warranty/AMC details to notify necessary contract renewals, Service Provider contract review and re-negotiation, contract performance monitoring
• Meet internal customer expectations and meet with them regularly for feedback
Lead the responsibility from the front and be hands on Manager.
• Monitoring and ensuring SLA commitments by various service providers
• Vendor Management and (H/W and S/W) Asset Management
• Asset Management (Undertake audit & investigation activities appropriate to the position and discipline)
• Fulfill a designated role in the installation’s Emergency Response team.
• Demonstrating a personal commitment to Health, Safety and the Environment.
• Provide hands on support of various hardware and software including Windows 2000/XP and Microsoft Office 2000/XP/2003 products.
• Provide technical guidance in activities associated with the identification, prioritization, and resolution of reported problems either by telephone or on site. Activities include recognition, research, isolation, resolution, and follow-up steps.
• Daily responsibilities will consist of hardware/software support, including delivery and setup of various hardware components.
• Install, Configure and setup Windows based desktops
• Compliance with and implementation of and industry standard IT operations, policies and procedures related to incident, problem, change and risk management as well as disaster recovery.
• Escalate, report and follow-up on issues with various functional service delivery teams, local vendors/service providers.
• Log/update/resolve/close assigned Incident/Problem tickets
• Administer and support the local PABX system.
• Monitor for latest pattern file update and administer Trend micro Officescan server.
• Maintain and manage the local IT Hardware inventory.
• Provide On-Call and On-Site Support.
• Support various projects and special assignments