Disaster Recovery Manager
National Center Government Resources Systems (NCGR)
Total years of experience :8 years, 11 Months
• Manage and maintain disaster recovery activities.
• Oversee the disaster recovery plans execution and reporting.
• Participate in Disaster Recovery drills and Business Continuity drills.
• Maintain up-to-date Disaster Recovery plans (runbooks) for all critical applications.
• Participate in the design review of any new or enhancement projects related to disaster recovery.
• Present the current state of recovery capabilities to senior management and stakeholders and seek their approval as well as acceptance of feedback and required changes.
• Conduct and manage BC/DR exercises and drills to ensure systems meet business and resiliency requirements. Follow-up on areas of improvements and findings.
• Manage and Support IT Business Continuity Activities and maintain / update the related documentations: Business Impact Analysis, Threat Risk assessments & IT Business continuity Plan. Working with BCM Team to determine potential issues and recovery requirements through a Business Impact Analysis.
• Manage and Support IT Disaster Recovery (DR) Activities and maintain / update the related documentations: DR Project Plan, DR Plan (including applications RTO & RPO). DR Capability, DR Runbooks, Sequential Run & Maintain IT DR Lessons learned. Ensure the Disaster Recovery plan is updated & approved, and all technical components of the IT DRP are successfully tested at least annually in line with an agreed annual test schedule.
• Support in Audit activities (External / Internal Audit and other audits once needed) and align with IT teams to comply with observations and close it within due dates. Coordinate with Internal and External audit to ensure the Disaster Recovery unit is meeting the audit requirements.
• Develop and monitor IT Governance policies and procedures in collaboration with the IT teams and in line
with the IT strategy and make sure compliance with SAMA, NCA, CHI, SADAIA, NDMO framework
regulatory requirements. Maintaining the IT documentation as deliverable in line with the standards and
guidelines
• Manage standard IT projects related to Regulators (SAMA, NDMO) and collaborate with project stakeholders to define requirements and deliverables.
• Understand the incidents, risks, consequences, assign the ownership and work with the team members or related owners to analyze the root cause and define required actions to prevent it happening in the future.
• Manage a project to change all the printers in HQ offices (Jeddah, Riyadh, Khobar) & sub-branches in all regions (West, East, Central) and ensure is delivered on time within the scope & budget.
• Follow day-to-day operations of Infrastructure L1 support (Service Desk, IT Call Center, Navori software, Cisco AnyConnect) & L2 support (AD, Share Folder, MFA, VMware) to ensure that work processes are implemented as designed and comply with established policies, processes, and procedures.
• Use ITIL best practices, including and not limited to: incidents, problems, assets, service request, knowledge management, SLA, service desk.
• provide a support service that ensures all IT equipment and infrastructure is running to its optimum performance and that all (KPIs) and (SLAs) are met.
• Maintain IT Services, Manage IT Physical assets (Decommission and Disposal) and Installation, maintenance and support of IT equipment including laptops, desktops, printers, scanners, thin clients, telecoms equipment and workstations to the required specification.
• Participate in Change Management process and Change Advisory Board (CAB) meetings to review and prioritize proposed changes and ensure minimal impact to production environments.
• Preparing the devices (Desktop, Laptop, IP Phone) for new employees and ensuring delivery of appropriate service, support, and information to all users in our head office and on-site where the event takes place.
• Manage IT infrastructure and windows migration project (win 7 to win 10) consisting of over 400 devices.
• Manage a project to decommission many devices with following the policy of the company.
• Plan, procure and manage the delivery of IT Assets and services and ensure that all IT assets are tracked and controlled.
• Resolve tickets within agreed SLA, provide on call support and doing root cause analysis to ensure positive customer feedback. Ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
• Providing Hands & feet Support for Network and Datacenter Equipment's/Devices.
•providing technical assistance to students, faculty, staff, and alumni by troubleshooting and resolving technical problems.
•Respond to Helpdesk inquiries and facilitate the ticketing process (service management system).
•Utilize Team Dynamix ticketing system to track tickets and respond/update tickets.
•Updates to all computers on campus (circulating laptops, installed computers, lab computers, etc.).
•Maintenance and repairs to projectors, wall displays and various other classroom and meeting space technologies.
•Provide in-house server support and where necessary to work with the outsourced IT Provider.
•Resolved end users’ technical problems either by logging onto their PCs remotely or by visiting their workstation for more complex issues.
•Provide after-hours support for Infrastructure related emergencies as well occasional weekend maintenance and planned tasks.
•Monitored the Windows server for errors or problems, and reported issues to management.
•Maintained daily backup for the Windows server by applying Symantec Backup Exec and manage and design the Backup and Restore procedures.
•Created new users and email accounts for the system in Exchange 2003/2013.
•Define and document best practices and support procedures.
•Managed the user’s group in active directory.
•Maintained the file server, and issued permissions to access shared drives, folders, and files.
•Provided technical support to the Help Desk and Interact with staff at the technical level, as required.
I graduated from Saint Xavier University. Attended IT Leadership Strategies workshop.
GPA 3.28 out 5 - I get the star of the month in IT department for the month of June 2013. - I get obtain a letter of thanks and appreciation from the Dean of the Faculty of Computing and Information Technology. - I get a letter of thanks and appreciated by the band Echo art, to participate in a work of art. - I participate in the work of art courtesy of King Abdul-Aziz University and the College of Computing and Information Technology. - English Course Level (1,2,3). - Program on applications development course (135 Hours). - Internet web pages development course (12 Hours). - Wireless sensors systems course (12 Hours). - Attend the session (Elementary SQL\PL-ORACLE) by (12 hours). - Attend the session (driving skill - mind maps - the seven challenges of communication - planning - time management 2,1). - Attend the session (the development of communication skills in the dialogue) by (five hours of training). - Attend the workshop of (Exchange Deployment Planning Services). - Attend the workshop of (Private Cloud Deployment Planning Service Workshop). - I get a Certificate In Retail Management.
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