Deputy General Manager - Information Technology Dept
Landmark Group
Total years of experience :28 years, 1 Months
Efficiently Managed Support of Central Application functions of 40+ Central Applications (ERP) & 150+ Bespoke Applications & their various integrations hosted in OCI, Azure, IBM, On-Prim DC & DR.
Support of 15000+ End users from 1200+ Stores, 65+ Warehouses, 10 Regional offices spread across 7 Gulf Countries.
Managing End user SLAs for Incidents & Requests, System Availability KPI’s, Business continuity, Business Requirement Fulfillment, Business Process Compliance & Audit Compliance. Consistently maintaining target of 95% SLA. Managing SLA of Multiple vendor support through On-Site (Thin) + Off-shore (Thick) support model. Managing a fleet of 250+ support consultants user various application domains.
Planned, supported and managed various Retail events based on set retail calendars with minimum impact to both Omni and B&M channels there by contributed to achievement of Sales targets.
Played a key role in consolidating support services and outsourcing to a Third Party Single support Vendor for entire GCC business (Sep 2017 to Sep 2018). Actively participated in all critical process of floating RFP, evaluation of vendor bids, Rating vendors, shortlisting and finalization of outsourcing process. Ensured smooth transition with minimum impact to business, with SLA compliance more than 95%
Business Stakeholder management for escalations and periodic review of support functions.
Setting Yearly Opex & Capex budgets and periodical review of spend to ensure business requirement and objectives are met w.r.t fulfillment and ROI.
Managed the role of Business Relationship Management with business to handle all new requirements.
Managed Information management portfolio of Group during the ERP implementation of Oracle retail across the group. Implemented Microstrategy for Retail reporting across all the departments.
Implemented ITSM tool (Assyst) by adopting Incident, Problem, Change, CMDB & Security Management.
Implemented Contact Centre solutions with Avayya Call manager with 6 agents.
Managed the entire project of migrating procurement & Distribution management solution of Mass supply of food and refreshments to government organizations.
Core Competencies
- Strategy & Policy Development / Alignment
- Network Infrastructure & Security Management
- Project Management - ERP / Infrastructure
- Budgetary Control
- Risk Management
- Manpower Resource Planning
- Business Continuity / Disaster Recovery
- Quality & Performance Management
- Help Desk / Support Management
- Business Process Analysis & Solutions Development
- Database Administration
- Information Asset Protection
Professional Synopsis
- A dynamic professional with over 13 years of experience in IT Management.
- In-depth knowledge in development of IT Strategy, Policies, Procedures & Guidelines in line with Corporate Strategy and goals.
- Extensive experience in Retail Industry business processes and best practices on various Retail operational domains like Sales Forecast, Buying Budgets, Supply Chain, Trade Management, Warehouse Management, Store Management, Point of Sales, Logistics / Distribution & Data Warehouse / Business Intelligence etc.
- Project Management expertise to meet project objectives within the time and cost parameters.
- Experience in various critical elements of ERP development & acquisition. Thorough knowledge of SDLC principles.
- Knowledge of Industry Best Practices on the IT Governance having standards accumulated from COBIT, ITIL, ISO17799 etc.
- Thorough knowledge & experience in latest Technology Models and related Technology Products on Application, Communication, Security, Network, Storage, Backup and Monitoring domains.
- Deft in major components of Business continuity planning with experience on Disaster Recovery, Information Backup, Information Asset Protection, Security Management, Response Management & Resource management.
- Adept in IT Infrastructure Management with experience of establishing vendor networks, cementing strategic alliances & partnerships.
- Manpower resource planning to support the Organisation-wide IT Framework.
Attending to system errors-complaints and routing to the proper dept vis. hardware / software.
Initiate buying activities and maintain close relation with the vendors with respect to pricing
Implement and follow-up backup strategies. Co-ordinate with all the departments with respect to availability of systems and data on stipulated time schedules
As System Analysts conducting feasibility study, finalizing the software and hardware requirement, selecting right front end and back-end software together hardware required.
Conduct a detailed system study, correlate and develop flow charts, de-Centralization to various modules, designing the blue print of Table Names based on the functionalities i.e. Architecture Masters, Controls, Security, Transactions etc.
Follow up with the development process with respect to time schedule and development troubleshooting. Inform senior management with respect to development status and process.
Produce the beta version-demo versions and do further modifications required.
Training the implementation team with respect to the system know how. Completing the full documentation - User, Administration, Implementation, Training and System documentations.
Oversee the full implementation. Put the system into production. Conducting on site study of further modification required just after the implementation.
Worked for software consultancy, being in charge for programming part developed inventory and financial accounting system programmes for in house applications.
Training users to use the system. Generation of Periodical Key reports. Take Periodical Backups.
Certified Information Systems Auditor - ISACA.ORG
Bachelor of Commerce Degree (BCom)