Incident Manager
Gulf Business Machines GBM
مجموع سنوات الخبرة :9 years, 9 أشهر
Client - EMAAR PROPERTIES PJSC, the largest real estate developer in
the UAE, known for projects such as Burj Khalifa, Dubai Mall etc.
Responsibilities:
Implement and ensure adoption of ITIL best practices across
the organization for Incident, Knowledge, Change & Problem
Management processes.
Guarantee incidents followed minimum impact and
resolution time to meet expected SLA.
Interface with domain leads, managers and stakeholders to
develop strategic relationships with key partners outside of
major incidents.
Chair daily and weekly team meetings with Incident,
Problem, and Change management team.
Ensure process compliance, governance and security.
Review and report service metrics (KPIs) that identify the
success of the services being provided.
Coordinate and plan end-user satisfaction surveys and
develop action plans to address areas needing improvement.
Chair Service Desk Operations Review Sessions(weekly and
monthly) to provide information about tickets trends,
response times, performance metrics, historical trends,
performance, and operational data about service delivery.
Client - EMAAR PROPERTIES PJSC, the largest real estate developer in
the UAE, known for projects such as Burj Khalifa, Dubai Mall etc.
Responsibilities:
Accountable for the management of IT Service Desk function
which operates 24x7, ensuring that the IT Services meet
business needs and end-user satisfaction.
Generates weekly and monthly reports with dashboards for
the team, as per the management requirement and end-user
survey responses.
Liaison with VIP users to ensure that requests or incidents
are within SLA’s provided.
Raise necessary action to avoid recurring issues as a part of
Root Cause Analysis.
Establish client relationships at the leadership level
maintaining high customer satisfaction.
Mentor and lead a team of L1 and L2 support engineers.
Client - EMAAR PROPERTIES PJSC, the largest real estate developer in
the UAE, known for projects such as Burj Khalifa, Dubai Mall etc.
Responsibilities:
Responsible to create, deactivate and manage Windows user
accounts for Emaar users using the tool AD Manager Plus.
Manage ORACLE User ID creation and assign ERP
responsibilities to the end user.
Provide guidance in troubleshooting user issues related to
the Oracle System for EMAAR Properties, Burj Khalifa, Dubai
Mall and EMAAR International users.
Installing, configuring and managing Servers. Troubleshoot
Windows services.
Centralized Patch Management for servers and desktop.
Chat process supervision - NTR Tool, Connectwise, Kayako
Desktop and Ticketing System.
Remote Desktop Support and troubleshooting network
incidents.
IT Support for US customers.
IT Audit IT Security IT Operations and Services Business Continuity and Disaster Recovery IT Investment Business Ethics IT Governance and Implementation
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