IT Service Delivery & Infrastructure Manager (Outstations)
Emirates Airlines
Total years of experience :28 years, 3 Months
Key Roles:
• Designing and implementing strategies, budgets and IT solutions for meeting organisational requirements and growing business needs and implementing need based suitable technologies aligned with business;
• Leading operation projects, supporting other projects’ teams, planning for new projects, budgeting and forecasting the project requirement with the accountability of communicating the project execution plans;
• Managing IT Infrastructure projects across Emirates outstations and subsidiaries which include new offices, office relocations and technology upgrade projects;
• Responsible for Vendor management (across the globe) for infrastructure deployment and support with the accountability of providing best levels of service quality and availability in a 24x7 environment;
• Minimizing the adverse impact on business operations by restoring service as quickly as possible, ensuring that SLAs are regularly met as per the business expectations;
• Driving significant efforts in ascertaining that ITIL processes like change, incident, configuration and problem management are followed as part of day to day operations;
• Responsible for project planning, effort & cost estimation, work order, tracking deliverables, tasks tracking, task scheduling, task allocation, resource management, resource loading and resource negotiation;
• Managing L2 /L3 support for 440+ Emirates offices spanning five continents, providing IT support services to 6000+ users and 17000+ Devices, monitoring and controlling the staff by ensuring that all departmental policies are appropriately met to achieve a consistently high level of service to the business;
• Involved in the recruitment process, including initiating a request, putting forward the justification to management, obtaining the necessary approvals, coordinating with HR, short listing and making the final selection of suitable candidates to efficiently perform roles within the Operational arena;
• Maintaining seamless coordination with the other service providers to ensure that Service Level Agreements are met. Ensure regular meetings with support teams are held to reduce the instances of SLO breaches;
• Client Engagement Relationship Management
• Resources Management
• Change Management Budgeting Forecasting
• Escalation Management
• Operations Management Problem Management
• Incident Management
• Service Delivery Management Vendor Management
• Project Management Infrastructure Design & Development Cost Control
Key Projects
• Infrastructural Projects Completed - OUTSIDE the U.A.E. - Melbourne, Sydney, Perth, Amman, Nairobi, Malawi, Mombasa, Frankfurt, Paris, Mauritius, Seoul, Vienna, Gottenberg, Copenhagen, Larnaca, Nicosia, Osaka, Kuala Lumpur, Singapore, Hong Kong, Mumbai, Madras, Bangalore, Tehran, Yemen, Kuwait, Shanghai, Beijing, Budapest, Boston, Myanmar, Cambodia, Croatia, etc.;
• The First & Business Class Lounges for Emirates Airlines at 33 stations abroad;
• Established 3 major contact Centres at Budapest (Hungary), Clark (Philippines) and Manchester (UK). Each centre housing a capacity of 300+ agents;
Key Roles:
• Designing and implementing strategies, budgets and IT solutions for meeting organisational requirements and growing business needs and implementing need based suitable technologies aligned with business;
• Leading operation projects, supporting other projects’ teams, planning for new projects, budgeting and forecasting the project requirement with the accountability of communicating the project execution plans;
• Managing IT Infrastructure projects across Emirates outstations and subsidiaries which include new offices, office relocations and technology upgrade projects;
• Responsible for Vendor management (across the globe) for infrastructure deployment and support with the accountability of providing best levels of service quality and availability in a 24x7 environment;
• Minimizing the adverse impact on business operations by restoring service as quickly as possible, ensuring that SLAs are regularly met as per the business expectations;
• Driving significant efforts in ascertaining that ITIL processes like change, incident, configuration and problem management are followed as part of day to day operations;
• Responsible for project planning, effort & cost estimation, work order, tracking deliverables, tasks tracking, task scheduling, task allocation, resource management, resource loading and resource negotiation;
• Managing L2 /L3 support for 440+ Emirates offices spanning five continents, providing IT support services to 6000+ users and 17000+ Devices, monitoring and controlling the staff by ensuring that all departmental policies are appropriately met to achieve a consistently high level of service to the business;
• Maintaining seamless coordination with the other service providers to ensure that Service Level Agreements are met. Ensure regular meetings with support teams are held to reduce the instances of SLO breaches;
• Client Engagement Relationship Management
• Resources Management
• Operations Management Problem Management
• Incident Management
Key Roles:
• Designing and implementing strategies, budgets and IT solutions for meeting organisational requirements and growing business needs and implementing need based suitable technologies aligned with business;
• Leading operation projects, supporting other projects’ teams, planning for new projects, budgeting and forecasting the project requirement with the accountability of communicating the project execution plans;
• Managing IT Infrastructure projects across Emirates outstations and subsidiaries which include new offices, office relocations and technology upgrade projects;
• Responsible for Vendor management (across the globe) for infrastructure deployment and support with the accountability of providing best levels of service quality and availability in a 24x7 environment;
• Minimizing the adverse impact on business operations by restoring service as quickly as possible, ensuring that SLAs are regularly met as per the business expectations;
• Responsible for project planning, effort & cost estimation, work order, tracking deliverables, tasks tracking, task scheduling, task allocation, resource management, resource loading and resource negotiation;
• Maintaining seamless coordination with the other service providers to ensure that Service Level Agreements are met. Ensure regular meetings with support teams are held to reduce the instances of SLO breaches;
• Client Engagement Relationship Management
•Leading operation projects, supporting other projects’ teams, planning for new projects, budgeting and forecasting the project requirement with the accountability of communicating the project execution plans;
•Maintaining Vendor management (across the globe) for infrastructural deployments and support with the accountability of providing best levels of service quality and availability in a 24x7 environment;
•Minimizing the adverse impact on business operations by restoring service as quickly as possible, ensuring that SLAs are regularly met as per the business expectations;
•Acting as an escalation point (SPOC) for MBS’s (Manager Business Services) /BTMs (Business Technology Managers).
• Performing L2 /L3 support for 440+ Emirates offices spanning five continents, providing IT support services to 6000+ users and 17000+ Devices, monitoring and controlling the staff by ensuring that all departmental policies are appropriately met to achieve a consistently high level of service to the business;
Key Achievements -
•Instrumental in managing and setting up the IT infrastructure for new offices new stations, relocations, etc. (75+ projects in FY16 & FY17);
•Meticulously managed the migration of 6000 desktops and 2000 laptops from Window XP to Windows7 across all EK Offices at the Outstations in 3 months;
• Primary responsibilities included the Design, Implementation, Configuration and Administration of small and large networks across various platforms and varied organizations spread across a wide spectrum (Advertising / FMCG / Construction / Real Estate / Banking, etc.)
• Was involved in the migration and setup of networks (Windows NT, Domino Lotus Notes, MS Exchange Servers (MS Mail & Exchange 5.0) Optus FACSys Servers, etc.) for Banks (Bank of Sharjah, Jotun Paints, Team Advertising, IMPACT BBDO, MMI, McGregor Industries, UK, etc)
• Providing sales related support and solutions
• Network troubleshooting and user support (remote and on-site)
• Project Lead and Supervisor in-charge of a team of Field Engineers implementing projects and providing support.
Specialised in Marketing in IT
Bachelor of Computer Engineering.