Head of IT/Manager
Bhatia Brothers FZE, Dubai - UAE
Total years of experience :19 years, 0 Months
Profile: Working as IT Manager, based at HQ in Dubai and reporting to the Chairman.
Heading IT Projects and Operations across UAE, Oman, Qatar & Kuwait
Key Projects/deliverables:
1) Project: Implementation of HRMS -Ramco (Aug 2014 - Jul 2015)
-- Implementation of HRMS including Payroll at group level in 18 group companies to automate Attendance and Payroll, Recruitment (Employee Requisition, Sourcing and Selection, Visa Processing, On-boarding), Annual Leave Settlement, Leaving Application and Full & Final Settlement.
This project saved 5, 832 man-hours per annum plus AED 496, 800/- savings annually in-terms of reduction in clerical errors in payroll, Final settlement and annual leave salary.
2) Project: Implementation of Fleet Management and delivery system (Jul 2013 - Jun 2014)
-- Implementation of Fleet Management for tracking company owned vehicles across group companies in 18 Companies. Solution also includes implementation of delivery planning software to help to manage the delivery of orders/goods by our vehicles to our customers with objective of vehicle usage optimization. This has resulted in 23% of savings on transportation across the group (AED 575, 000 annually).
3) Project: Implementation of ManageEngine (Aug 2013 - Dec 2013)
-- Implementation of Help Desk Management system (ManageEngine) to automate end user related IT support, facilitate in making IT communication easier and reduce TAT by 40%.
4) Project: Creation of Information Security Policy (Aug 2013 - Oct 2013)
-- Authored group Information Security policy on the guidelines of ISO27001.
Key responsibilities:
** To define the scope of the project and to create detailed work plan in collaboration with business stakeholders.
** To evaluate & finalize product and get approval from business stakeholders and top management.
** To evaluate risk assessment through-out the project and to remove or minimize the associated risks.
** To review the quality of the work completed on a regular basis to ensure that it meets the project standards and audit non-conformance areas where improvement is needed.
** As owner of change/release management, ensuring improvement of processes and planning IT activities so as to have least impact on business operations.
** Supervising and ensuring availability of IT operations and applications with maximum uptime and translating business requirements into IT services/applications.
** To Finalize and get approval for project budget and plan contingency provisions.
** To ensure IT department meets pre-defined annual operational objectives like SLA on incidents, Network and application uptime, FTR (First Time Resolution) etc.
** Developing annual plans, preparation and management of IT budget based on corporate goals. Monitoring fund balances to ensure accurate allocation, revenue generation and maintain expenses within budgets.
** To develop and maintain KPI for IT Help Desk and Support processes and demonstrate continual improvement based on business objective and priorities.
** Developing IT strategies based on business objectives and translating business requirements into IT Strategies.
** Review, oversee and subsequent sign-off of the business processes mapping (AS-IS and TO-BE) to reduce process waste and improve efficiency.
** Initiating meetings with cross functional teams new requirement in application as per business needs, liaising with software & hardware providers for conveying / receiving information and signing Rate Contacts/SLAs.
Key Profile: Lead projects & IT operations including IT applications (Oracle ERP, Maximo, IES, GIS, etc.) and IT Infrastructure.
Key Projects/deliverables:
1) Project: Implementation of ISMS & BC (Apr 2012 - May 2013)
--- Outline: Core member in the implementation of Information System Management System and Business Continuity (ISMS & BC) to achieve ISO27001 and BS25999 Certifications.
2) Project: SAMS - Site Automation Management System (Aug 2011 - Mar 2012)
--- Outline: Worked as Project Manager, led project for the automation of telecom tower site audits with Maximo (Asset Management Tool), covering more than 35, 000 towers across India
3) Project: MPLS (Nov 2010 - Sep 2011)
--- Outline: Worked as Project Manager, deployed MPLS (LAN) connectivity at 317 Zonal / Regional / Cluster Offices across 9 Telecom Circles.
Key responsibilities:
** Held responsibility of the end-to-end projects from inception, contract sign-off, requirement specs, planning, designing, implementation, testing and documentation till closure with cross-cultural teams.
** Created User Acceptance Testing Test cases before production roll out for issue resolution, bug fixing and sign off.
** Implementing enhancements in the existing systems based on business objectives and resolving issues of the business users.
** A custodian and owner of IT infrastructure, applications - achieved 99.98% uptime (historically highest).
** Reviewed performance of individual competencies of IT operations, projects & Security and reported deviations.
** Achieved assigned KPIs in the TBO (Telecom Business Operations), NW (Network) and EUS (End User Services).
** Trained users & dept. staff on new functionalities/changes introduced through new CRs/business requirements.
** Ensured and maintained data quality control of the CIT including MAXIMO, Oracle, GIS and CP.
** Ensured adherence to process compliance as per BIL standards (ISO, etc.).
** Maintained computer hardware and software applications in coordination with service contractors.
Clients:
1) Time Warner Cable - US (TWC) (From Nov’08 to Apr’10).
2) AT&T (From Apr’10 to Oct’10).
Key Responsibilities:
** Supervising daily activities of the assigned team and allocation of tasks/investigations reported by Client (internally/externally).
** Attending/initiating scheduled weekly call with Client, and addressing their issue (if any) and providing the feedback to client whenever and wherever required.
** Daily Monitoring of Database Server and Linux Sever like (Database Uptime, Server Uptime, Oracle Jobs, Oracle Tablespaces, Linux free and used space, swap space, CPU Usage, crontab status, Backup status etc).
** Resolve the issues on production as per SLA, activities of “Shrink tablespaces”, make changes in Cron job as required, taking backup of Production servers whenever required.
** Involved in: Patch installation.
** 24x7 Production database support and monitoring to ensure a proactive problem recognition and resolution of issues found.
** Monitoring the performance of Database.
** Regularly checking ALERT logs to know types of Bottlenecks recorded during the day. If any, to counter them.
** Looked after: Installations on production servers as per the implementation plans.
Oct’06 - Nov’ 08 with Convergys India Services (CIS), India- as Sr. Tech Support
Commenced career with HCL Technologies, NOIDA as Technical Support Officer
Bachelor of Technology (IT) Grade - First