Service Management Specialist - Hybrid
Dubai Airports
مجموع سنوات الخبرة :19 years, 1 أشهر
I am responsible for designing, managing, improving and reporting on core IT Policies, Processes and plans which include Change, Release, Problem, Major Incident, Knowledge, Service Portfolio, Availability, Asset, SLM, Risk, Supplier and Continual Improvement Management. Key responsibilities include;
Adapting standards and frameworks such as ITIL®, ISO20000, Agile etc.
Enabling the organization to increase ROI, reduce service cost and optimize offerings.
Identify opportunities for the improvement, efficiency and effectiveness of the service
Collaborating with cross-functional teams by providing technical guidance, translating business requirements, and identifying service improvement opportunities.
Responsible for championing best practices, Governance, and managing the team to operationalise service management processes based on ITSM constructs.
Ensure that IT Services Management is improved in line with current and future business needs.
Manage the problem management process and work with service owners to implement permanent solutions.
Co-Chair Change Advisory Board (CAB) meetings.
Define and apply an operational acceptance criterion and methodology that will ensure new services have consistent operating mechanisms as they are introduced into Operations.
Overseen development of Service Portfolio Management (SPM) including service mapping and integration with CMDB.
Perform risk analysis, management, and treatment.
Champion Software License Management process to manage the entire software life cycle.
Designed and overseen the development of “Being Audit Ready” personalized dashboards.
Oversee the software license optimization including Oracle, Microsoft & Cloud licenses.
Conduct pre-audit of ITSM processes to ensure maximum compliance.
Participate in defining the IT Service Management Strategy & Roadmap in compliance with Industry best practices.
Enhanced Enterprise Monitoring System to have 24x7 monitoring of critical infrastructure and application services.
Present service management reports and dashboards to the leadership team.
Conduct internal ITSM training and workshops.
Developing processes, policies and SOPs.
Lead development of processes, procedures, policies and training material to support process execution.
Drive service improvement process and efficiency while establishing high standards for engagement quality and delivery.
Promote effective change to operationalize new ways of working by innovating processes, and automating tasks.
Ensure the Service Provider delivers to the contractual SLAs.
Produce regular reports, and chair relevant meetings with suppliers and stakeholders
Ensuring the IT resilience capability of the organization aligns with Business Resilience requirements
Assure and where appropriate, participate in end-to-end testing for Service Continuity exercises
Governance of Service Providers, assuring compliance in alignment with contracted obligations
Identify, analyse and treat Risks within IT infrastructure.
Schedule risk reviews, obtain current risk status and mitigation tasks with Risk Owners
Manage and raise risks, where a risk to service has been identified
Performs technology risk assessments across infrastructure and cloud services.
Conduct a half-yearly audit of IT Service Management Practices to ensure compliance.
Assist in oral and written presentations to management after audits, discussing risk, corrective action, and improvements.
Coordinate with a diverse group of clients, vendors, analysts and project managers for efficient delivery of programs.
Key Specialties:
IT Service Level Management | ITIL Processes | IT Helpdesk Management | Cloud Transition & Operations | Infrastructure Management | Process improvement | Vendor/Supplier Management | Feasibility Studies | Trend Analysis | Vendor Management | Project Management | Information Security | IT Operations | IT Service Management | Risk Management | Compliance and control Programs (Internal & External Audit, PCIDSS)
Certifications
Microsoft Azure Fundamentals | Mastering DevOps | AWS Certified Solutions Architect - Associate | ITIL Operational Support and Analysis | Certified Ethical Hacker V7 | ITIL V3 foundation | Cisco Certified Security Professional | Cisco Information Security Professional | Cisco Intrusion Prevention Specialist | Microsoft Certified systems Administrator | Project Management professional - Workshop attended.
Role
Perform a continuous cycle of service improvement to production services through rigorous problem, service continuity, availability and capacity planning and management. Measure and report against an agreed set of service levels and other service metrics, provide support for any new Service Level Agreements. Provide problem analysis for service issues and incidents, conduct process improvement studies which includes analyzing new and existing IT services and provides recommendations for improvement.
Key Responsibilities:
Definition of service level agreements (SLA’s) in relation to contracted services, ensuring the service level targets are achieved; service quality and customer expectations are met or exceeded.
Ensure OLA’s, and any third party supplier agreements are established and are in alignment with and capable of delivering services within agreed timeframes.
Investigate and report all breaches of SLAs and OLAs and manage the proposal and implementation of solutions to prevent future occurrences.
Analyzing and identifying complex problems using metrics and data. Present detailed recommendations for process and/or solution improvements to senior leaders, lead efforts to implement solutions
Ensure the preparation and timely distribution of all operational Service Reporting against SLA’s.
Manage the Service Review cycles including monthly internal reviews with Service Providers, conducting and/or facilitating customer Service Review meetings covering performance, service improvements, quality and processes.
Continually monitor performance measures to ensure they remain relevant to drive operations and business improvements
Oversee proactive and reactive problem management for the services offered by vendors.
Oversee capacity management process for IT infrastructure services, including cloud based services.
Involved in defining support model for new services like Microsoft Office 365
IT Manager - Infrastructure Deployment & Support at Emirates Airlines
Emirates Group IT is the IT division of the Emirates Group, launched in 1985 to serve the business technology requirements of Emirates and DNATA, but is now a fully-fledged worldwide provider of airline and airport "solutions". The IT division employs more than 2, 000 staff in Dubai, with additional resources across India, Pakistan and Australia.
Highlights:
Strategically planned, implemented and evaluated effectiveness of operations and quality assurance functions to enable timely delivery of IT services in compliance with service level agreements.
Strategically designed and implemented people and practice improvement processes that led to the team being twice as productive in first year of operations.
Delivery of critical projects under tight deadline and budget.
Safeguarded business continuity upon events of force majeure.
Key Areas of Expertise:
Operational Management
Project Management
Customer Service Orientation
Problem Solving and Decision Making
Vendor Management
Service Level Objectives
Key Responsibilities:
Responsible for overseeing the 24x7 support for the Emirates Group and its subsidiaries at the outstations which span 450+ offices worldwide. Presently
managing a team of 30 engineers and consultants in Dubai and 20+ vendors across the Asia Pacific, Europe, and The Americas.
Managing L2 /L3 support activities across Emirates Airlines worldwide offices, providing IT support services to 6000+ users and 18000+ devices.
Travelling to Emirates Airlines worldwide offices to conduct site survey with respect to data center readiness, infrastructure audit. Have travelled to more than 50 cities in 30 counties with respect to infrastructure deployment and audit.
To manage the implementation of support for new IT products, systems and services including the validation of all handover documents.
Providing the highest and consistent levels of service quality and availability in a challenging and changing environment.
Act as an escalation point (SPOC) within both IT and the Business.
Understand the changing business needs of the customer, recommend process changes and escalation procedures so as to streamline and strengthen existing practices.
Planning, deploying, managing and delivering IT infrastructure projects at the outstations, including new stations, technology upgrades and client migrations.
Liaising with various business units within the group (Commercial, Finance, Airport Services, Cargo Operations, Human Resources, Facilities, etc.) as well as external vendors (SITA, ISP’s, IT vendors, etc.) to ensure successful and timely delivery of critical projects.
Identifying and analyzing trends and publishing timely reports to Senior Management.
Managing Vendors across Europe, Americas, and Asia pacific
Computer Network System Dubai ISO certified company which provides IT services to its clients spread across the UAE, Oman, Qatar and Saudi Arabia, CNS is one of the leading IT solutions providers in Middle East. Based on international quality benchmarks regarding processes and practices, CNS has been awarded the prestigious ISO 9001:2008 certification through the UK based institute Lloyd's Register for Quality Assurance (LRQA).
Key Areas of Expertise:
Information Security.
Microsoft Active Directory.
Backup & Disaster recoveries.
Customer Support
Key Responsibilities:
Providing technical consultation of various clients.
Efficiently handling and assisting with end user requirements and support needs to ensure smooth flow of work.
Manage, develop and implement domain-wide security using security policies, capacity planning, system tuning, problem analysis and OS & application upgrades.
Constantly perform and conduct training for Corporate Clients such as Nakheel (Developers of The Palm Island) and National bank of Fujairah.
Providing technical trainings to client’s IT staff.
Designing IT solutions based on customer requirements.
Completed MBA in Information Technology Management from Coventry University U.K. (Grade - Merit) A Full time MBA, study center was located in Emirates Aviation College Dubai.