IT Quality Analyst
Saudi National Bank
Total years of experience :16 years, 3 Months
Root Cause Analysis (RCA) and the seven tools - Ishikawa Fishbone Diagram (IFD), Pareto Charts, 5 Why’s, Failure Mode and Effects Analysis (FMEA), Scatter Diagram, Affinity Diagram, Fault Tree Analysis (FTA)
Create a flow of value, evaluate existing processes, and suggest lean principles without hurting the output quality. Contribute to improving end-to-end workflow optimization.
Use standard ITIL Methodology to analyze and streamline existing business processes and assists in the creation of new business processes
Service improvement plan, conduct fact-based analyses and problem-solving, develop actionable recommendations, and business improvement projects, identify risks, and maintain grade and quality of the program.
Increase speed and improve quality for IT Service Management support efforts through processes development and execution Facilitate Business Process Improvement projects Green Belt, Lean Six Sigma, and other improvement programs Lead potential risk and opportunity assessment in the network, information technology infrastructure, applications and processes in order to identify risks and vulnerable areas in the systems Maintain and monitor comprehensive Security and quality assurance standards and frameworks and knowledge base to provide security and quality-based customer solutions and implementations
Ensures that all Regular calls, issues, Task and projects follow defined PMO frame work.
Ensure the proper management and success of incidents and RF.
Provides support, guidance and direction to all assigned team members.
Reports and delivers of all running Task, Project and deployments among the team and respective managers.
Maintain and monitor comprehensive quality assurance programs among the team members to provide
quality based customer solutions and implementations.
Developed and delivered weekly and monthly reports on Service Level Agreements and achieved 98 % SLA
for Incident and Service Request.
Responsible for leading in-scope contracted services across all involved service delivery team.
Managing overall delivery commitments to the customer for meeting delivery targets and service excellence.
ADDAR Group (Project in Bank Al Bilad)
Responsibility to design network diagram and check for all required IT equipment, Terminate Fiber
optic & Ethernet ports in patch panel & in node sides. Configuring Cisco routers, switches and
communication modems. Creating IP address schema for all Network-Units on bases of Bank’s
standard. Testing for VOIP and delivering sites with complete data and voice network.
ADDAR Group (Project in Bank Al Riyad)
Participated in a project of decommissioning legacy Dial-UPs Links in globally, that involve the
migration of all existing Telephone Connections with VSAT, Wi-Max, IP/VPN, DSL and Leased line.
worked in the upgrading of IOS software across all Cisco platforms for 500+ devices • Migration of
Dial-up and Leased Line to IP/VPN (MPLS VPN - BGP as a PE-CE Routing Protocol).