• Manage IT Operations and IT Helpdesk team of 8 IT Helpdesk Officers to help end users 24 x 7
• Project lead for implementing LAPS
• Project lead for window 10 migration
• IT Asset Manager. Manage complete IT Asset life cycle, from procurement until end of life and disposal
• Manage Financial IT Assets on SAP with respect to different cost centres
• Manage Hardware and Software contracts and do timely renewals
• Manage and update all Hardware and licenced software’s on Manage Engine
• Achieve target of 95% SLA on Incident, Problem and Change
• Manage and implement Incident Management, Change Management, SR Catalogue, Asset management modules using Manage Engine Service desk plus tool
• Support PDA devices and MDB
• Generate weekly, monthly,and quarterly reports for all minor and major incidents and sharethe same
• WithHIT, provide effective recommendations to improve the response and resolution time
• Work with L2 team for major incidents, prepare RCA and take corrective action / workaround and avoid reccurring issues

• Manage IT Operations and IT Helpdesk team of 8 IT Helpdesk Officers to help end users 24 x 7
• Project lead for implementing LAPS
• Project lead for window 10 migration
• IT Asset Manager. Manage complete IT Asset life cycle, from procurement until end of life and disposal
• Manage Financial IT Assets on SAP with respect to different cost centres
• Manage Hardware and Software contracts and do timely renewals
• Manage and update all Hardware and licenced software’s on Manage Engine
• Achieve target of 95% SLA on Incident, Problem and Change
• Manage and implement Incident Management, Change Management, SR Catalogue, Asset management modules using Manage Engine Service desk plus tool
• Support PDA devices and MDB
• Generate weekly, monthly,and quarterly reports for all minor and major incidents and sharethe same
• WithHIT, provide effective recommendations to improve the response and resolution time
• Work with L2 team for major incidents, prepare RCA and take corrective action / workaround and avoid reccurring issues

Manage a Team of 11 IT Helpdesk Officers and supporting 1600 plus end users 24 x 7,
ITSM consultant and administrator for managing HP Service Manager 9.34,reporting to Group IT
Infrastructure Manager

• Accountable and responsible for leading technical support team to provide excellent customer service and resolve all technical issues for Al Ghurair group IT Users
• Increased first call resolution from 25% to 35%
• Recruit, train and support service desk representatives and technicians
• Ensure support service is timely and accurate on daily basis
• Ensured that staff has the necessary resources, training, and leadership to perform their
responsibilities
• Managed allocation of resources within the team
• Conducted scheduled meetings with BU managers to further improve delivery of IT Service
• Act as first point of escalation for user complaints and take corrective actions
• Ensure smooth running of the department through excellent organisational management and communication skills
• Provide operational level communication within own team and across disparate technical Teams and negotiate and suggest alternative working practices to effectively improve Provision of service
• Define SLA’s.Managed and monitored results of team to ensure SLA’s are met
• Prepare weekly and monthly reports
• Prepare Performance Appraisals for the team every year
• Managing service desk tickets related to interactions,Incidents, and Change Requests
• Prepared SOP’s and IT Policy forIncidents, Interaction, Joiners, Leavers, and disposal of Old IT Assets
• Manage relationships with third party suppliers for contracts and timely renewals of AMC’s for Hardware/Software
• work closely with Internal and external Auditors during IT Audit and implement their recommendations to further improve the processes and plug in the gaps

Manage a Team of 11 IT Helpdesk Officers and supporting 1600 plus end users 24 x 7,
ITSM consultant and administrator for managing HP Service Manager 9.34,reporting to Group IT
Infrastructure Manager

• Accountable and responsible for leading technical support team to provide excellent customer service and resolve all technical issues for Al Ghurair group IT Users
• Increased first call resolution from 25% to 35%
• Recruit, train and support service desk representatives and technicians
• Ensure support service is timely and accurate on daily basis
• Ensured that staff has the necessary resources, training, and leadership to perform their
responsibilities
• Managed allocation of resources within the team
• Conducted scheduled meetings with BU managers to further improve delivery of IT Service
• Act as first point of escalation for user complaints and take corrective actions
• Ensure smooth running of the department through excellent organisational management and communication skills
• Provide operational level communication within own team and across disparate technical Teams and negotiate and suggest alternative working practices to effectively improve Provision of service
• Define SLA’s.Managed and monitored results of team to ensure SLA’s are met
• Prepare weekly and monthly reports
• Prepare Performance Appraisals for the team every year
• Managing service desk tickets related to interactions,Incidents, and Change Requests
• Prepared SOP’s and IT Policy forIncidents, Interaction, Joiners, Leavers, and disposal of Old IT Assets
• Manage relationships with third party suppliers for contracts and timely renewals of AMC’s for Hardware/Software
• work closely with Internal and external Auditors during IT Audit and implement their recommendations to further improve the processes and plug in the gaps