Service Delivery Manager
IBM
Total years of experience :14 years, 2 Months
Assigned as Service Manager as part of (PMO) for Ministry of Interior (National Information Center) in the managerial level of the project to handle the Central system (Mainframe environment) and being the interface of :ϖ
- Part of management team for Central Systems Mainframe project.
- Handling of all technical matters with staff and vendors.
- Assisted with all contractual negotiations with client.
- Weekly meetings with client to improve service delivery.
- Daily Incident, Change & Problem report monitoring & follow up.
- Implementing of ITIL processes in the environment.
- Part of the technical agreements for the project with client.
- Monitoring the KPIs & SLAs day-to-day to avoid account breaches.
- Part of on-boarding process of the new employees & re-badging.
- Point of contact with other 3rd party companies.
- Part of problem management team providing RCA's for all issues.
- Tracking of all Mainframe Software EOS (End of Service) dates.
- Coordinating with Mainframe technical teams for upgrades and maintenance of all software products (CICS, DB2, z/OS, etc).
- Ensuring key Mainframe processes are documented and available on a Sharepoint repository.
- PO Issuance for all contracts belongs to project (resources, licenses & maintenance).
- Supplier & Vendor point of contact.
Working within the business applications area to deliver the end user services and reach the customer satisfaction. As a Team Leader for "Control-M Administrators", I have managed BMC Control-M System to automate Business Critical Applications such as:
- Bill cycle for customer and corporate.
- ePortal (eBilling activity) for load all customer bills to website - eBusiness.
- Prepaid Recycle process with Siebel, Billing and NSS.
- And Windows, UNIX, MNP, BRM, CDF, WRMS, Message Broker (MQ), Data Stage (DW), Credit Control Collection (SADAD), Siebel (CRM) and RMAN Database Backup (TSM) batches.
as a Remedy Admin, my responsibility is:
- Support all the end users with Remedy issues for raising tickets and solving problems.
- Maintain the Remedy Servers.
- Integrate with other systems.
Jobs & Process Monitoring:
- Business process continuity.
- Providing the Escalation matrix for On-call mapping.
- Assuring the jobs availability.
As a Team Leader for "Control-M Administrators", I have managed BMC Control-M System. A successful implementation of the system within IT Department was conducted to automate Business Critical Applications such as:
- Bill cycle for customer and corporate.
- ePortal (eBilling activity) for load all customer bills to website - eBusiness.
- Prepaid Recycle process with Siebel, Billing and NSS.
- And Windows, UNIX, MNP, BRM, CDF, WRMS, Message Broker (MQ), Data Stage (DW), Credit Control Collection (SADAD), Siebel (CRM) and RMAN Database Backup (TSM) batches.
as a Remedy Admin, my responsibility is:
- Support all the end users with Remedy issues for raising tickets and solving problems.
- Maintain the Remedy Servers.
- Integrate with other systems.
as a Temporary job before graduation, I was part of HR department playing "Administrative Coordinator" role to coordinate between all employees (around 800 employees) and the head office.
Finishing Saudi Labor, Passports, Iqama, and all government issues.
Finishing the Vacation, Employment, Increment and all the related applications.
Doing Interviews for some applicants.
Clearance for the resigned employees.
Sixth on the Graduate .. Studied CCNA .. Working now as Data Analyst on BMC Control-M for Automation Scheduling Jobs.
