Group IT Service Support Team Leader
Azadea Group Holding
مجموع سنوات الخبرة :18 years, 8 أشهر
Accomplishments:
Lead a team of 30 local IT specialists in 11 countries in addition to a team of 5 IT Senior specialists
Ensure a rate of 99% of delivery of high customer service and support experience by improving services, tools and solutions quality and efficiency
Manage urgent and complicated support issues, requests and incidents and oversee the process of communicating emergency activities of the group
Standardize the infrastructure and network solutions across the Group
Oversee the work of the local IT teams in the countries in terms of customer service and ensure provision of timely response to users’ inquiries and optimized solutions to system and software operations based on numbers generated from service desk system
Accountabilities:
Define and implement security policies & ensure its compliance to Azadea procedures, systems and controls.
Coordinate with different company divisions regarding security issues.
Monitor systems and networks on continuous basis in order to ensure systems proper functioning and network stability, and take necessary measures to prevent system breakdown
Supervise the work of the infrastructure support team when responding to users’ inquiries, and provide optimized solutions to system and software operations
Assist in recruiting, training, motivating, and evaluating his/her team to ensure that the department has the necessary skill base and that states are optimally motivated and enabled to maximize their potential and contribution to the company
Conduct research, realize Proof of Concept on new technologies and submit a final technical report to the hierarchy regarding medium to large projects
Played a key role in leading and managing the IT operations in Egypt, Lebanon, KSA and Kuwait offices.
•Managed major IT projects in the organization by planning, designing and ensuring that all goals were met throughout the implementation process.
Accountabilities:
•Lead local IT heads in the Group’s companies in Egypt, KSA and Kuwait.
•Set the yearly IT budget in Egypt, KSA and Kuwait.
•Prepare & present various security reports for the senior leadership team to enable effective decision making.
•Ensure monitoring and control of the company’s systems via in-depth analysis of logs, incidents, vulnerability assessment. Tools include SIEM, firewalls, vulnerability assessment tools, IPS.
•Administer and maintain the servers in the regional headquarter in Lebanon.
•Audit the IT Operations in Egypt, KSA and Kuwait branches and ensure its compliance to Azadea policies and procedures.
•Plan & design the mail system and ensure its high availability.
•Plan & Implement the virtual environments
Designed, implemented and maintained the LAN/WAN network infrastructures.
•Supervised the implementation of the network security strategy.
•Designed and configured backup strategies & deployed servers systems.
•Implemented mailing servers’ solutions.
Provided technical support for various hardware and software problems.
•Deployed Windows 2000 server/client infrastructure.