An established IT professional with over 18 years of management experience in Service Delivery, Process Re-engineering, Infrastructure and Project Management. Proven experience in large scale engagements for digital transformation, Service Support, Service Continuity and Process Enhancement across Europe, North America and Middle East.
Certified ITIL Service Management Expert, TOGAF Enterprise Architecture and PRINCE2 Project Manager. SKILLS
IT Process Enhancement
IT Service Management
Disaster Recovery / BCP
Cloud & Conventional Infra
Info Security Management
11/2018 to Current ITSM - Senior Process Consultant, (Change, Incident, Access & Info) DCCT Team - CIBC – Toronto, Canada
Working closely with operations leadership team to ensure support readiness for Digital transformation projects. -OMNI Channel Program(Chat, Email, SM & AI)
Collaborating with business, technology and transition stakeholders to maximize efficiency through process analysis and interdepartmental cooperation.
Monitoring post transitional process effectiveness, identifying gaps and recommending improvements.
Liaising with technology managers and vendors to ensure conformity to agreed operational levels and alignment to CIBC strategic goals.
Evaluating, monitoring, and discussing SLA’s performance of operations teams to ensure efficiency and relevance to the new support models - making changes where necessary. 07/2010 to 05/2018 ITSM – Change & Incident Manager TransCore, Dubai, UAE
Devised, implemented and enforced Change Management policies and procedure across the organization.
Worked closely with key stakeholders to execute strategy for change and help influence process standardization.
Evaluated, selected and implemented service management tool sets for Change, incidents and problem management. – Onsite & Cloud based instances
Managing regular CAB meetings for technical and business teams.
Leading and managing multiple service delivery teams to ensure change processes are inclusive, efficient, and work across disciplines.
Working on innovating automated methods for ways of discovering, logging and delivering change while reducing risks and improving stability. Incident Management:
Devised, implemented and enforced Incident Management policies and procedure across the organization.
Main point of escalation for incident escalations and resolutions.
Communicating with key stakeholders and partners on major incidents and managing expectations.
Liaising with vendors and partners on going issues and resolutions.
Working closely with Incident, change and Problem management teams to improve operational synergy.
Spear heading ITSM benefits and efficiency awareness program for the organization. Services Level Management:
Analyzing and reporting on internal and external SLA’s and compliance.
Responsible for reporting on and discussing conformity with partners. 09/2009 to 05/2018 Project Management
TransCore, Dubai, UAE
Senior project lead for all technical project, responsible for complete project life cycle- inception to delivery.
Managing governance and compliance requirements for PMO and client, Responsible for procurement management and POC.
Disaster Recovery and Business Continuity Project: Software re-engineering and infrastructure redesign for all propriety applications. Set up Active/Active data centers with critical data migration and ensuring that the designs meets software integration requirements with propriety applications. Infrastructure Expansion: Up scaling existing operational capabilities to twice its size as per government of Dubai request. Required building and implementation of new dark fiber rings, core switches infrastructure and software engineering to accommodate the new infrastructure. Call Centre Relocation: Migrating call centre infrastructure to new location, migration included the PRI's, telephony infrastructure and new BCP design. No downtime or interruption to the service levels. Technology Refresh – Data Centre and Roadside: Construction of multiple data centers and implementation of new technologies in order to migrate critical services. 09/2003 to 11/2007 IT Manager
ICAP Hyde, London, UK
Responsible for managing direction of the IT departments to support business requirements.
Working with board of directors and departmental heads to assess requirements and recommend cost-effective business solutions.
Develop and implement ‘best practice' methodologies and ensure all offices globally are working within that framework.
Responsible for managing the integration of IT systems for newly acquired companies.
Design and implement IT standards, procedures, and best practices based on ISO standards.
In charge of IT procurement and recruitment.
Responsible for implementing and testing of BCP and DR strategy for the brokerage floor.
Responsible for offices in Denmark, China, Gibraltar and UK. EDUCATION
1998 Bachelor of Science: Applied Computing and Information Technology Middlesex University – London, UK
1996 Higher National Diploma - Applied Sciences: Computer Sciences and Business Information Systems, Middlesex University – London, UK CERTIFICATIONS
ITIL TOGAF Project Management
Expert- IT Service Management Enterprise Architect 9.1 PRINCE2 Practitioner Managing Across the Life Cycle
Service Offerings and Agreements
Planning, Performance & Optimization
Release Control Validation
Operational Support and Analysis