IT Manager & PM | Solution Architecture & Service Management
Caprilink Technology
Total des années d'expérience :14 years, 8 Mois
IT Solution architecture (Infrastructure, software solutions, mobility & Smart solutions).
IT Service delivery management.
Business Development on Presales, Sales & Technical processes.
Presales Analysis.
Business Consultancy & Requirements Analysis.
Project Management.
Project Planning & Estimation.
Result & Quality Orientation.
Strategical Planning.
Training & Education.
Market research and analysis.
Infrastructure design & Management: Small-to-large scale & Data Center Infrastructure.
Cloud Architecture & Services management: IaaS, SaaS, BaaS, PaaS, DRaaS.
IT Service Management & Delivery Management roles & responsibilities:
• Leading the development, implementation, sustainment, and continuous improvement in IT Service Management (ITSM) processes; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery.
• Delivery, management and improvement of IT services to support the company’s business and meet user needs, using a set of well-defined best practices.
• Contribute directly to the strategy, development and quality of IT Service Management and the company’s service management & delivery capability.
• Develop both short and long term service and process goals under standards of ITSM / ITIL framework (Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvements).
• Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.
• Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.
• Combining IT delivery, solutions implementation, project management, operations management, team leadership.
• Builds and manages aggregate service plan (including cost and resources forecast) for services.
• Forecasts service demand and resource needs within cost budget.
• Building partnerships and liaising with team leaders to determine services, the criteria for managing & delivery of those services, and how to develop solutions to any issues that arise.
• Building partnerships with third parties for pre-implementation & implementation phases, and controlling the partnerships with NDA’s (Non-Disclosure Agreement), MOU’s (Memorandum of Understanding).
IT Business Analyst roles & responsibilities:
• Gather intelligence from corporate executives, middle managers & staff about needs and future growth.
• Documentation of requirements and confirmation from all stakeholders.
• Technical documentation & Analysis of IT project requirements.
• Make the best use of business analysis tools (drawing / prototyping tools, documentation, file sharing, … etc) & Techniques (SWOT, MOST, BPM, Brainstorming, Use-Case Modeling, … etc) that fit the business environment.
• Partner with application developers, consultants and creators to ensure each project meets a specific need and resolves successfully.
• Assume responsibility / coaching for project tasks and ensure they are completed in a timely fashion.
• Evaluate, test and recommend new opportunities for enhancing software, Infrastructure and IT processes.
• Compile and distribute reports on application development and deployment.
• Design and execute testing procedures to extract data from test runs.
• Evaluate and draw conclusions from data related to customer behavior.
• Consult with the executive team and the IT department on the newest technology and its implications in the industry
• Data Centers’ solutions design & Architecture.
• Data Center rules & regulations (Etisalat Tier3 Data centers).
• Data Centers’ hosting infrastructure (servers, storage), design & Implementation.
• Data Center Infrastructure Management (DCIM) under industry & international standers & rules.
• Data Center Facility Management.
• Cloud Architecture & Services management: IaaS, SaaS, BaaS, PaaS, DRaaS.
• Virtualization Technology.
• Network Infrastructure (L2 & L3) design, configuration, implementation & troubleshooting.
• Backup technologies, On-premise and cloud models.
• M.S. System Center architecture: SCOM, SCVMM
• Infrastructure monitoring & 24/7 availability for critical business loads.
• Configuration of user rights & security under Active Directory environment.
• Configuring, managing & troubleshooting of different HW, Network, and VOIP devices.
• Provide IT support to end-users (locally & remotely).
• Daily operational work under ITSM framework.
• Software level: installation, t-shooting, training and knowledge transfer to staff.
• Keep HW inventory records, and secure data backup.
• Configuration of user rights & security under Active Directory environment.
• Configuring, managing & troubleshooting of different HW, Network, and VOIP devices.
• Provide IT support to end-users (locally & remotely).
• Daily operational work under ITSM framework.
• Software level: installation, t-shooting, training and knowledge transfer to staff.
• Keep HW inventory records, and secure data backup.
• Monitoring & supporting the educational process by supporting labs technical issues including hardware, software and network issues.
• Providing training of IT courses & materials (including networking, programming, …. etc).
• Providing experiences & leading graduate students in graduation projects.
• Participating in Development of educational plan & strategy.
• Monitoring & supporting the educational process by supporting labs technical issues including hardware, software and network issues.
• Providing training of IT courses & materials (including networking, programming, …. etc).
• Providing experiences & leading graduate students in graduation projects.
• Participating in Development of educational plan & strategy.
Computer Science (Networking) & Information Systems