Project Manager
Landmark Group - Saudi Arabia
Total years of experience :23 years, 6 Months
• Plan the concept IT budget for discussing with Finance Manager and finalizing it with CFO/COO
• Send MIS data and exception reports to corporate office in the stipulated format and in stipulated time after discussion with the Finance Manager/Chief Operating Officer
• Prepare comparative sales statements at department/group/subgroup levels for analyzing the performance of Sale/Promotion and other events
• Provide hardware/Software/network support including maintenance to all Stores/offices within the territory/concept
• Ensure maintenance of POS machines and other IT hardware by liaising with the maintenance contractor and to ensure timely renewal of AMC's
• Responsible for installing, running and maintenance of in-house developed software programs including day-to-day trouble shooting
• Co-ordinate with Corporate IT to plan and execute major IT projects related with Oracle ERP system (RMS, ReIM, ReSA, WMS, SIM and ER/BI )
• Set up the entire hardware infrastructure before the opening of new shops/offices and ensure that the IT system is up and running at all the times at its fullest efficiency
• Manage data warehousing / mining
• Conduct automization for increased work efficiency / reducing manpower
• Advice on new and future technology for the benefit of the organization in the long run
• Ensure that all licenses requiring renewal are renewed on time. Advise the management about requirement of new licenses
• Administration & Management of IT Department
• Analyze business process and its dependency on IT solution to provide appropriate IT solution
• Manage the performance of the team - set annual performance goals, monitor performance and provide constructive feedback to improve performance and compliance to Company policies and values
• Identify their training and development needs and ensure their fulfillment
• Develop and mentor subordinates to move to the next higher level of job. Develop career plans.
• To manage and lead Pivotal Checkout back office (Point Of Sale application) support team, regular interaction via meetings/reviews with senior leadership team at client end to provide the overall status of the SLA and understand client satisfaction level in UK/Central Europe
• Definition of service level agreements (SLA’s) in relation to contracted services, ensuring the SLA’s are achieved; service quality and client expectations are met or exceeded as well as profitable
• Involved in top level managements calls on a monthly basis to understand various business strategies, alignment of business with running processes & standards and new initiatives.
• Point Of Sale - Providing End-to-End product support to 2600 Stores in UK and 1000 Stores in CE by classifying and assigning incidents to the teams based on criticality, availability and skill level, also to ensure rapid and appropriate resolution of high priority incidents.
• Managing incident lifecycle-Incident ownership, monitoring, tracking and communication. Regular health checks on the documentation of incident, adhered in-terms of quality standards and document management.
• Reviewing and approving appropriate Knowledge Base articles to be published to all the team members and setting up KPI for team members, appraisals, career/succession planning and coaching.
• Conducting internal audits to ensure process is followed and suggesting alternatives to improve & enhance the services standards.
• Use reporting/skill gap analysis technique to identify the areas of improvement and to maximize strength & opportunities. Realizing process improvements, applying different tools & techniques in different processes to enhance productivity and Vendor relationship management
• Facilitating recruitment, training, staff development, retention, performance assessment, reward & recognition.
• Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed
• Evaluate new product features, technologies, and software products to determine feasibility and desirability of incorporating their capabilities within the organization
• Work with business users, Business Relationship Managers (BRMs) and other stake holders to understand business challenges and requirements and drive solutions for the same
• Stakeholder management internal and external.
• Delivering service to ops under service manager (Steve Ives) and working with biz, projects service and project leads, influencing, protecting and delivering service, training, coaching, positive feedback.
• Conduct monthly Operation Reviews with the team and extended supporting team; analyze the existing processes and re-designing the same for enhancing operational efficiency (service improvements).
• To ensure engineers follow-up the correct procedure for accurate and timely achievement of SLA success. Provide guidance, training and progression to engineers to increase their skill set, confidence and productivity.
• Organize frequent team meetings to update engineers with the company’s moves, changes or any new procedures to promote team involvement and increase company awareness (CDM).
• Providing support to the production services and infrastructure which includes: Incident and Problem identification and logging.
• Escalation of unidentified/unknown incidents and problems according to agreed process and procedures.
• Train the Engineers on new project which come under support and introduced latest process updates and Keep track of the Individual training needs and facilitate training schedules.
• Conducting daily team huddles & reviewing individual performances on a monthly basis & provide feedback on the grey areas respectively.
• Identify consistent grey areas in the process, address issues, gather & analyze data, then provide a suitable resolution.
• Invoking DR process for Store server, RS6000 etc
• Ensure RCA process is carried out where ever required in lieu with problem management.
• Providing technical direction to ensure quality systems. Determine where IT can be implemented / changed to fix a problem. Identify and resolve hardware and software problems as requested.
• Led a Network Team of 08 technicians for effective system/network support.
• Installation, Configuration, & Administration of Windows 2003 / 2000 Servers with Active Directory Services Infrastructure.
• Provided systems /software administration, maintenance and remote end user support to users in Network using Microsoft Windows NT/2000/XP across the site.
• Instrumental in designing and implementing a upgraded secure and redundant network by installing/configuring Cisco layer 3 switches and high end Cisco Multiservice routers and maintaining them.
• Installation, configuration and Administration of Network management Tools like HP Open view NNM, IP Switch WhatsUp Gold Professional, Cisco works.
• Installation and Administration the Vsat Link on NSS-6 and firewall (Sonic wall 2040) for all outgoing and incoming traffic.
• Monitoring system and network activity in order to quickly detect any problems related to system Security, performance, or general functioning that may arise, and then responding appropriately.
• Maintaining more than 500 IP Public address and 4 subnets of Private IP Address with appropriate Access-list on the routers and Switches
• Maintenance of Mitel SX - 2000 Light PABX’s consisting of 700 extension lines, Analog and Digital Trunks.
• Programming and Maintenance of Wireless LAN Bridges (Lucent, Alcon, Micronet, Senao and Wave Wireless).
• Installation and administration of In-house MS-SQL server database’s like FCGL, PUNCH, WJCS, EDMS (oracle database) etc with 30 million records.
• Routine Checkup of all the Remote location via Telnet or Terminal Services.
• Blocking MAC Address / assigning Port Security as a part of Security measure.
• Maintaining the Inventory System and Assigning calls
• Installation, Configuration, & Administration of Windows NT/2000 Servers (DNS, DHCP and Wins). Provide systems and software administration, maintenance and end user support of a network with more than 1800 nodes in heterogeneous Microsoft Windows NT/2000/XP/98.
• Managing Initial Core Network at bank spread across the globe using Cisco routers, Nortel Baystack Switches and Banyan Networks HDSL Switches.
• Configured and managed Windows 2000 Servers running a single Active Directory OU in Mixed environments and Implementing and supporting mailing systems like MS Exchange & Lotus Notes.
• Implemented additional software security using group policies, logon restrictions, hour restrictions, auditing, permissions and group rights
• Taking care of the peripheral devices attached to the various computer systems (e.g., printers, tape drives, uninterruptible power supplies) as well as adding or removing them as needed.
• Installed and configured basic hardware firewall systems, in addition to software firewall applications for secondary protection and taking backups and doing software updates.
• Configuring and managing Cisco Routers, ISDN, Leased Lines and VPN connectivity and managing reports on HP Open view.
• Maintain the cabling Systems that involve new connection, connecting new switches and hubs. Installation & Up gradation of hardware & software.
• Understanding the customer requirements & proposing Solutions, Implementing the right solution using suitable network hardware & software products, which includes Windows NT 4.0, Windows 2000 Server & workstation, Novel 3.1x, Switches, Hubs, Intel Based servers, Win95/98, Win 3.xx, MSOffice, Various third party software's, etc.
• B. Quick end-user training of desktop OS.
• C. Installation and maintenance of IBM PC based desktop & laptop from different vendors like Compaq, Dell, and IBM. Printers, Scanner, & other peripherals.
• D. Implementation & System Administration of Windows NT 4.0 and Windows 2000 Network setup.
• E) Provide supplemental Network Administration and desktop support for a client base of over 300 users, configure user accounts, troubleshoot network connectivity, ensure all computers have up to date virus protection
• F) Responsible for the daily backups of servers using Legato software and providing 24 hour recovery
• G) Managed Definity (Avaya) PBX telephone accounts.
• H) Maintained inventory of software media usage to monitor license compliance.