فيجاي فهد الفهد

Primary purpose of role is management of entire IT Operations consisting of total 9 sites within UAE. The role involves planning, delivery and management of IT Infrastructure and IT Services.

JOB PROFILE:
 IT Planning: Developing IT strategic plan and annual objective plan with measurable KPIs. Plan implementation and measure each aspect of deliverables with measurable KPIs. Experienced with Balanced Scorecard (BSC) for defining Strategy and measuring performance.
 IT Governance: Lead and manage IT Governance, Audit compliance, develop policies and procedures, implement relevant process changes to incorporate controls within IT Architecture and IT Operations.
 IT Budgeting: Develop IT annual budget and forecast, monitor implementation, evaluate and recommend specific adjustments to meet project needs.
 People Management: Manage and develop IT Team (10 members) consisting of IT Infrastructure Lead, Service Delivery Lead, Business Analysts and Support team members across various UAE sites.
 IT Infrastructure Management: Oversee the management of IT Infrastructure consisting of centralized Datacenter, DR site, IT Network, IT Systems, Storage, Tele-Communication, and End User Computing for 600+ users at 9 locations within UAE.
 IT Service Management: Manage the IT Service Delivery aspects including escalations to ensure timely resolution of reported incidents, requests and changes for IT Infrastructure and Business Applications.
 Develop Information Technology Department service catalogue and monitors service level performance as per agreed SLA’s. Conducts satisfaction surveys for information technology department services.
 Business Continuity: Direct and supervise developing plans, policies and processes for the design, monitoring, measurement, and improvement of IT service availability and business continuity in line with business continuity management practices.
 Vendor and Partner management: Direct and supervise the selection of information technology suppliers, procurement, and promote sound third party management practices to nurture strategic relations and identify opportunities for assets optimization and cost savings.

Nissan Middle East (NME) is the regional H.Q. of Nissan Motors, Japan.
Primary purpose of role was to represent global IT function within ME region and effective planning, delivery and operations of IT Infrastructure and IT Services in conjunction with the business objectives and global IT strategy.

JOB PROFILE:
IT Infrastructure Management:
 IT Strategy: Developing IT strategic mid-term plan in-alignment with business priorities and Global IT initiatives. Plan implementation and measure each aspect of deliverables with measurable KPIs.
 Managing annual IT Budget planning, forecasting, actuals and consumption for CAPEX and OPEX spend. Coordinate with Global budgeting teams for budget allocation and reporting.
 Develop and manage performance appraisal of IT team (7 members) consisting of IT Infrastructure Analyst, Service Delivery Lead, and Support team members within UAE and Saudi Arabia.
 Management of IT Infrastructure consisting of Datacenter with 40 business critical servers, DR site, IT Network, Storage, Virtualization, Tele-Communication, and End User Computing for 300+ users on site and offshore.
 Develop and implement IT policies and procedures for IT Security and IT services management in line with global standards.
 BCP planning and Disaster Recovery preparedness for all business critical systems and sites.
 Ensure audit compliance for IT procedures and processes in line with JSOX (Japanese Sarbanes Oxley) standards. Ensuring IT General Controls are evaluated, monitored, logged, and auditable by internal and external auditors

IT Services Delivery and Support:
 Service Availability: Ensuring that all IT Infrastructure and services are available and delivered with optimum efficiency with target of 99.9% availability
 Incident Management: Manage IT Service Desk to ensure timely resolution of reported incidents, problems within agreed SLA and manage escalations.
 Change Management: Ensure the requested changes and enhancements are delivered in line with Change Management process. Ensure successful completion and documentation as per audit requirements.
 Identifying, monitoring and reporting of monthly metrics & KPIs, ensuring the adherence to operational standards and consistently applying them.
 End User Satisfaction: Ensuring high EUS by continuously improving the IT Services delivery process. Conducting IT End User Satisfaction survey, and implementing the actionable countermeasure to improve overall user satisfaction.
 SLA monitoring: Manage vendor relationship for local and global contracts. Manage Operation Level Agreements (OLA) to ensure delivery of high quality services by contractors/ vendors as per the defined contracts.

Project Management:
 Complete ownership for the overall delivery of IT projects from initiation to closure. Follow project management best practices including producing PID, Project Plan, Task tracker, communication with vendors and global IT teams, project status reporting to stakeholders.
 Program management: Ensure department programs and projects adhere to the agreed portfolio management approach and schedules