Government Core Services - Section Manager
ictQATAR
Total des années d'expérience :24 years, 1 Mois
The Government Core Services is the entity within ictQATAR that managing the Government wide IT-Infrastructure projects, namely The Government Contact Center (GCC), The Government Network (GN), and The Government Datacenter (GDC). Beside these projects, I supervise the implementation of the Government Enterprise Agreements (EA) between ictQATAR on behalf of Qatar Government and international corporations like Microsoft, Adobe, and Oracle.
Briefly, the GN is a MPLS private cloud that connects all the Government entities enabling them to communicate and exchange data securely. The GCC is the contact center responsible to provide technical support for many Government online services. The GDC is the IT hosting facility that accommodates ictQATAR infrastructure initially and the rest of Government in future. For the EA, I manage the negotiations of such agreements, ensuring the best benefits to the Government, monitor and audit its execution, and take the needed actions to resolve disputes or violations to the EA terms and conditions.
As a manager for such large scale projects, with the help and support of my team, I’m responsible to:
- Ensure smooth operation of the GCC and facilitates new services enrollment as per the agreed process.
- Manage the GN implementation and Ministries joining as planned.
- Manage service migration activities from different ministries over the GN.
- Assess, approve, and facilitate hosting requests to get the GDC services.
- Manage the multiple external suppliers and service providers of the three projects.
- Preparing the annual budget of my section and monitor the expenditures over the year.
Qatar Government contact center is considered the first support line that Public/Government users can contact to get help for any online service provided by Qatar eGovernment. That contact center is a centralized point linking different ministries with the eGovernment portal from one side and the end users at the other side. Ministries such as Ministry of Interior, Ministry of Health, Water and Electricity (Kahramaa), Ministry of Labor, Supreme Council of Health, and Hamad Medical Corporation are forming the backend entities that the contact center manages to communicate with in order to perform the required support.
As a PM and - section manager later - for such critical business unit in ictQATAR, I am responsible to:
- Implementing best practices in managing and operating the contact center such as COPC and ITIL.
- Managing the daily operations to ensure best customer service provision.
- Establishing and maintaining Communication channels internally with different business units within ictQATAR and externally with different entities within Qatar Government.
- Plan future expansions and services enrollments.
- Appraise/motivate/develop the contact center staff.
- Evaluate vendors and suppliers performance.
- Perform Risk Management activities.
- Applying corrective/preventive actions required to sustain high performance and seamless operation.
- Asses, approve, and/or reject the required changes the support process as a key member of the Change Authority Board (CC, Vendor, SD, Charters Managers)
- Coordinate with other ictQATAR business units (iGOV different charters, Service Delivery) and/or other external stakeholders.
Responsible for:
• Creating strategies and plans to administer eGov data.
• Keep data processing focusing on eGov business goals.
• Administer the eGov data in such a way that it has a significant impact on productivity and costs
• Structuring the project’s data in such a way that it fulfils the organisation’s diverse needs for management information.
• Assisting in the co-ordination of related projects with the Service Delivery Department and to ensure the availability of resources for projects.
Responsible for managing the implementation of the HMIS (Hospital Management Information Systems) package in several projects utilizing the Capability Maturity Model (CMM) standards. Also responsible for:
• Surveying customer requirements and information gathering.
• Coordinating with customers to create hospital workflow analysis.
• Performing HMIS System installation, implementation, and customization.
• Supervising users training on all HMIS modules and managing available resources for simultaneous training.
• Providing recommendations on system customization to gain the maximum output of process automation.
• Managing the overall project progress and milestones achievement.
• Ensuring customer satisfaction and quality of delivered services.
• Ensuring adherence to policies and standards of DMS.
Contributed in designing and building the new version of HMIS modules using ORACLE database and Oracle Developer Forms builder. Developed various business rules and models, and many related programs. Tested and quality assured program units in many modules. Designed database structure for new modules. Developed many statistical reports and built various decision support systems. Contributed in developing researches about new aspects in healthcare systems. Processed customers' change requests and solved customers' business technical problems. A list of some joined project:
- International Medical Center (IMC), Egypt/US Military Force Hospital.
- Dar Al-Fouad Hospital - Cleveland Clinics International partner, Cairo Egypt.
- Bahrain Specialist Hospital (BSH), Manama-Kingdom of Bahrain.
- SSH (Saad Specialist Hospital), Khubar-KSA
- Sahel Hospital, Beirut- Lebanon.
- Salam Hospital - Kuwait
MBA Specialized in Information Technology
Certified ITIL and ITSM
ITIL - ISO20000 Consultant
ITIL Foundation
GPA 4.94/5.0