Service Delivery Manager
iWorldconnect
Total years of experience :20 years, 10 Months
• Service Delivery for the below IT services.
HPE Server and Storage Infrastructure, SAP Business one ERP, Networking infrastructure using Cisco, Aruba and IP Telephony using Cisco, and Avaya.
• Follow ITIL process for the Service Delivery.
• Maintain Customer expectations as per SLA's for AMC customers.
• Revenue maximization by getting AMC orders after Post Go Live.
• Project Management for critical projects.
• Remaining organized and meeting deadlines.
• Managing finance and budgets for the service department.
• Accountable for Department P&L.
• Team Size: 20, Total Customer List for AMC : 50
• Responsible for complete IT operations for ERP, POS, Hardware and Network for UAE & Bahrain.
• Monitor the process flow for all departments like Production, Purchase, HR..etc through the ERP System.
• Responsible for Ecommerce business includes own website and third party like Talabat, Zomato.etc.
• Providing periodic reports like P&L to the management.
• Software Handled: Global Bake ERP, Future POS.
• Team Size: 5
• Installation of rack mountable, blade servers with the required OS.
• Installation/Configuration of HP MSA and Fujitsu Eternus storage which includes Raid configurations, Volume creations, Lun creations and mapping to the HOSTS using FOCE, ISCSI and FC interfaces.
• Configuration of Brocade switches.
• Deployment of Microsoft technologies like AD, Exchange, Fail over cluster.
• Server Virtualization using VMware and Hyper-V.
• Installation/Configuration/Migration of exchange 2013, 2016, 2019 and office 365.
• Deployment of Backup technologies using Veeam, Backup exec and Commvault.
• Project Management for any assigned projects with responsibility of Kick off meeting to timely sign off.
• Customers Handled: Bahrain Airport services, Ahli United Bank, Midal Cables, Delmon Ready-mix, Arab Gulf University, University of Bahrain, Redx Industries.
• Responsible for retail IT operations for Bahrain and Kuwait region (200 retail outlets) and ensuring continuous operations with up time more than 95 %.
• Responsible for office IT operations across Bahrain.
• Software Handled: Retail POS, In House POS, ERP Support.
• Brands Handled: Chilis, Costa Coffee, Dairy Queen, Burger King, Papa Johns, BHS, Celio, Hush Puppies.
• Team Size: 8
• Installation of rack mountable, blade servers with the required OS.
• Installation/Configuration of HP MSA and Fujitsu Eternus storage which includes Raid configurations, Volume creations, Lun creations and mapping to the HOSTS using FOCE, ISCSI and FC interfaces.
• Configuration of Brocade switches.
• Deployment of Microsoft technologies like AD, Exchange, Fail over cluster.
• Server Virtualization using VMware and Hyper-V.
• Installation/Configuration/Migration of exchange 2013, 2016, 2019 and office 365.
• Deployment of Backup technologies using Veeam, Backup exec and Commvault.
• Project Management for any assigned projects with responsibility of Kick off meeting to timely sign off.
• Customers Handled: Bahrain Airport services, Ahli United Bank, Midal Cables, Delmon Ready-mix, Arab Gulf University, University of Bahrain, Redx Industries.
• Responsible for Queue Management System deployment, Support and AMC.
• Customers Handled: Etisalat, Du Telecom, Emaar properties.
courses: CERTIFICATE MCSE SERVER 2012, CCNA, Commvault Certified Professional, ITIL