IT Section Head
Kuwait Food Company (Americana)
Total years of experience :11 years, 10 Months
Americana is one of the largest Groups in the Middle East operating in food & beverage business through its factories producing foods and its international Casual Dining & Quick Service Restaurants franchises such as KFC, Pizza Hut, Hardee’s, TGI Friday’s, Red Lobster, Olive Garden, Long Horn, Chicken Tikka, Costa Coffee, Krispy Kreme Doughnuts & Coffee and The Counter Burger.
I have joined Americana MIS department and started my career in UAE as an IT Technical Support Specialist then Senior IT Technical Support then IT Team Leader and recently as an IT Section Head.
My recent duties and responsibilities includes managing and leading the Technical Support team of Americana Restaurants Technology Section using my experience 12 years in the Restaurants Hospitality systems like NCR Compris (Advanced Restaurant), Micros, Fidelio, and Nexus.
I also have extensive expertise in Hospitality hardware’s and platforms such as POS machines,
KDS machines, thermal printers and all hospitality equipment’s related. In addition, I am responsible
about 350+ customers “Restaurants” around UAE daily support for various systems and applications regarding the daily restaurants’ activities. And following is a summary of my job duties and responsibilities:
* Set and develop the IT policies, IT procedures and IT help desk SLA policies.
* Adherence to the IT policies and IT procedures in daily provided support.
* Served as main focal point, dealt with all IT-related matters.
* Set system standards, evaluate systems specifications for business requirements.
* Handling new projects, new brands and new openings.
* Preparing the annual budget of the IT department.
* Perform IT security audits for all pertaining systems and applications.
* Software analysis, design analysis, test and implement new software processes.
* Constantly assure of system recovery and DR zone readiness.
* Submit periodic analysis reports to the management board.
* Renewing used software’s licenses in timely manner.
* Make recommendations about purchase of technology resources.
* Dealing with outsource software and hardware vendors.
* Direct and handle major system support tasks.
* Lead, manage, task assignment and Follow-up on assigned tasks to staff and assure teamwork.
* Ongoing monitoring for the team’s performance to ensure the provision of best service.
* Maintain the team skills and keep motivated to achieve goals.
* Continuous monitoring and reviewing for the team’s solved tickets to ensure the SLA conformity.
* Evaluating the team performance and developing them by training courses.
* End user training on new systems.
* Create new ideas and innovations to improve the business performance.
* Multi-task handling within a high-volume of work.
* Follow up on daily routine support.
