Information Technology Advisor

• Aug 2022 - Present

Vice President (VP) – Head of IT Services

• Apr 2021 - Aug 2022

JOB PROFILE & DELIVERABLES 1. Commanded and executed the migration process-Service Desk, Command Center, End User Support, Incident Management and Problem Management functions for Saudi American Bank (Samba) into National Commercial Bank (NCB) for the newly found Saudi National Bank (SNB). 2. With direct reporting of seven primary functions to my portfolio, namely Business Engagement, Technical Support and Rollout, Service Desk, Service Modernization, 3rd Party Service, Quality Controls… Show more JOB PROFILE & DELIVERABLES 1. Commanded and executed the migration process-Service Desk, Command Center, End User Support, Incident Management and Problem Management functions for Saudi American Bank (Samba) into National Commercial Bank (NCB) for the newly found Saudi National Bank (SNB). 2. With direct reporting of seven primary functions to my portfolio, namely Business Engagement, Technical Support and Rollout, Service Desk, Service Modernization, 3rd Party Service, Quality Controls, Level-1 Application and System Support Functions, I am also accountable for end-to-end Service Delivery and SLA management of the same. 3. Directly responsible for managing and delivering IT Services to SNB helming the Command Center/Service Desk, Incident and Problem Management, IT Disaster Recovery and End User Support Function for Cards and Payment Application & Core Banking Platforms. 4. Liaising with other ancillary departments and various vendor such as Master Card, Visa, FDI, Switch Supports & Product Vendors to achieve the common goals and deliverables. 5. Ensure foster product/technology innovations to provide SNB with a competitive edge. Provide full support to all business groups. Intermittently review ‘system errors’ to curb operating losses to the bank by coordinating with stakeholders for corrective action and implementation. 6. Administer strict follow-ups, reviews and validation of counteractive actions before the closure of control issues like MARs and CAP. 7. Monitor and review numerous mass customer impact S1 and S2 incidents with action plans resulting in a 10% reduction of the number of incidents from the previous year. Ensure closure of tickets with 95% SLA achieved. 8. Keep the processes in check with track record of 95%achievement of key risk indicators through close examining and initiation of timely corrective action plans. Achieved ‘satisfactory’ ARR ratings in all audits. Ensured that the corrective action plan given to ARR is closely adhered to. Show less JOB PROFILE & DELIVERABLES 1. Commanded and executed the migration process-Service Desk, Command Center, End User Support, Incident Management and Problem Management functions for Saudi American Bank (Samba) into National Commercial Bank (NCB) for the newly found Saudi National Bank (SNB). 2. With direct reporting of seven primary functions to my portfolio, namely Business Engagement, Technical Support and Rollout, Service Desk, Service Modernization, 3rd Party Service, Quality Controls… Show more JOB PROFILE & DELIVERABLES 1. Commanded and executed the migration process-Service Desk, Command Center, End User Support, Incident Management and Problem Management functions for Saudi American Bank (Samba) into National Commercial Bank (NCB) for the newly found Saudi National Bank (SNB). 2. With direct reporting of seven primary functions to my portfolio, namely Business Engagement, Technical Support and Rollout, Service Desk, Service Modernization, 3rd Party Service, Quality Controls, Level-1 Application and System Support Functions, I am also accountable for end-to-end Service Delivery and SLA management of the same. 3. Directly responsible for managing and delivering IT Services to SNB helming the Command Center/Service Desk, Incident and Problem Management, IT Disaster Recovery and End User Support Function for Cards and Payment Application & Core Banking Platforms. 4. Liaising with other ancillary departments and various vendor such as Master Card, Visa, FDI, Switch Supports & Product Vendors to achieve the common goals and deliverables. 5. Ensure foster product/technology innovations to provide SNB with a competitive edge. Provide full support to all business groups. Intermittently review ‘system errors’ to curb operating losses to the bank by coordinating with stakeholders for corrective action and implementation. 6. Administer strict follow-ups, reviews and validation of counteractive actions before the closure of control issues like MARs and CAP. 7. Monitor and review numerous mass customer impact S1 and S2 incidents with action plans resulting in a 10% reduction of the number of incidents from the previous year. Ensure closure of tickets with 95% SLA achieved. 8. Keep the processes in check with track record of 95%achievement of key risk indicators through close examining and initiation of timely corrective action plans. Achieved ‘satisfactory’ ARR ratings in all audits. Ensured that the corrective action plan given to ARR is closely adhered to. Show less

AGM – Command Center Head

• Oct 2008 - Mar 2021

Responsible for managing IT Service Delivery under Enterprise IT Operations in SAMBA financial group which includes Command Center Management, Incident Management, Problem Management, IT Disaster Recovery and Service Desk Function for KSA, Dubai, Pakistan, Qatar & London. Responsible for managing IT Service Delivery under Enterprise IT Operations in SAMBA financial group which includes Command Center Management, Incident Management, Problem Management, IT Disaster Recovery and Service Desk Function for KSA, Dubai, Pakistan, Qatar & London.

AVP – Head of Incident, Change and Problem Management

• Jan 2005 - Oct 2008

Responsible for managing multiple IT Service Delivery Units under CITI Technology Infrastructure Group including Incident Management, Problem Management, Change Management, Release Management, Configuration Management, Service Desk, Event & Alert Management Unit. Managed 50+ staff and over 40 projects across the globe (US, EMEA, Asia, Japan & Mexico region). Responsible for managing multiple IT Service Delivery Units under CITI Technology Infrastructure Group including Incident Management, Problem Management, Change Management, Release Management, Configuration Management, Service Desk, Event & Alert Management Unit. Managed 50+ staff and over 40 projects across the globe (US, EMEA, Asia, Japan & Mexico region).

Data Center Officer & IT Change & Problem Management Coordinator - Posted at Citibank

• Apr 1996 - Dec 2004

Commenced career through CMS Computers Ltd. and Posted Citibank Data Center. Responsible for Managing Data Center Operations including Job Planning & Scheduling, Backup & Restoration & End user support. Handled TI Problem & Change Management Process including managing the flow of Problems from inception to resolution and ensuring Timely resolution, communication of their impact & establishment of root-causes to eliminate the possibility of recurrence across 24 Projects. Commenced career through CMS Computers Ltd. and Posted Citibank Data Center. Responsible for Managing Data Center Operations including Job Planning & Scheduling, Backup & Restoration & End user support. Handled TI Problem & Change Management Process including managing the flow of Problems from inception to resolution and ensuring Timely resolution, communication of their impact & establishment of root-causes to eliminate the possibility of recurrence across 24 Projects.