Service Delivery Manager
Hewlett Packard
Total des années d'expérience :19 years, 11 Mois
Managing key accounts in the Middle East by acting as key contact for clients, setting up communication channels between hp, clients & local partners, managing partner activities, monitoring partner performance & renewing contracts when required, acting as first point for end-user ticket escalations, setting up SLAs as per client expectations & ensuring they are achieved.
Providing consultancy services & improvement plans to Philips Electronics as main customer. Planning with the IT Management roadmap to 2015.
Improving service procedures, working on SLAs, improving automation.
Providing End users with support & training as per SLA agreed on with the Business, implementing all approved software & systems on all network machines & confirming that workstations are all standardized to comply with company standards, providing the Business with new solutions & technologies (both software & hardware) that meets with their requirements & needs, monitoring local infrastructure & making sure services downtime is kept to a minimum as per SLA, making sure all necessary patches, hotfixes & security updates are implemented wherever applicable, handling all IT projects assigned by the IT Management & delivering them on deadline specified, managing all Backup operations on user machines / networks.
Identity management, assessing all Security threats and making sure they are at minimal level, monitoring system logs, reviewing all passwords regularly, documenting all security breaches, preparing frequent user access rights reviews, supervising all penetration tests & making sure all Departments adhere to our Security policies.
Responsible for the daily tasks & processes (start of day, end of day)
Providing technical support to computer users as part of 4 man team. (250 PC users)
Organizing & distributing work & tasks among team members & keeping track of pending issues.
Taking daily backups
IT Purchases and Procurement
Keeping track of IT assets
Keeping track of virus definitions & critical updates as per Lloyds TSB group policies
Keeping track & updating group policies
Taking control of all IT related activities:
Providing technical support to computer users (troubleshooting Hardware & Software issues), maintaining stock including computer parts & consumables, approving IT Purchases and Procurement, configuring computer systems & any operational programs, keeping track of virus definitions & critical updates, configuring & troubleshooting the network, administering & monitoring Server applications, taking daily backups, call logging, monitoring & maintaining hardware Firewall, implementing new technologies, generating Internet usage & bandwidth consumption reports, configuring Wireless network along with all security precautions, keeping track of IT assets, planning how to recover from disasters, analyzing company requirements continuously.
Training in Computer Networks, Internet Security & Testing
Major courses taken: -Organizational Behaviour -Internet Applications -Information Systems Security -Database Programming -Internet Programming -Software Engineering -Object Oriented System Design -Computer Networks -Management Information Systems -System Development -Managing Systems Development Projects