Waleed Abduljawad
IT service Delivery Manager Managed services projects at Ebttikar Technology Company- Claim this Profile
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Bio
Adnan Ghufran
Waleed Is a very passionate professional, detailed oriented, truthfully helpful and the most dedicated and solidly technical based mentor and system engineer . I really wish him all the best am sure he will be a valuable asset and is adding value to any organization he works with
Adnan Ghufran
Waleed Is a very passionate professional, detailed oriented, truthfully helpful and the most dedicated and solidly technical based mentor and system engineer . I really wish him all the best am sure he will be a valuable asset and is adding value to any organization he works with
Adnan Ghufran
Waleed Is a very passionate professional, detailed oriented, truthfully helpful and the most dedicated and solidly technical based mentor and system engineer . I really wish him all the best am sure he will be a valuable asset and is adding value to any organization he works with
Adnan Ghufran
Waleed Is a very passionate professional, detailed oriented, truthfully helpful and the most dedicated and solidly technical based mentor and system engineer . I really wish him all the best am sure he will be a valuable asset and is adding value to any organization he works with
Credentials
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CISM Cert Prep: 1 Information Security Governance
LinkedInJun, 2022- Nov, 2024 -
CISM Cert Prep: The Basics
LinkedInJun, 2022- Nov, 2024 -
PMI Agile Certified Practitioner (PMI-ACP)
Project Management InstituteMay, 2022- Nov, 2024 -
CyberOps Associate
CiscoApr, 2022- Nov, 2024 -
5-Day Digital Business Transformation Challenge
CXO TransformJan, 2022- Nov, 2024 -
HPE Nimble HF-Series
Hewlett Packard EnterpriseNov, 2020- Nov, 2024 -
HPE Nimble Storge
Hewlett Packard EnterpriseNov, 2020- Nov, 2024 -
ITILv4 Foundation Level
PeopleCertJun, 2019- Nov, 2024 -
Amazon Web Services (AWS)
AmazonMay, 2017- Nov, 2024 -
Microsoft Certified Systems Administrator: Messaging (MCSA)
MicrosoftNov, 2014- Nov, 2024 -
Project Management Professional (PMP)
Project Management InstituteMar, 2021- Nov, 2024 -
NSE 1 Network Security Associate
FortinetApr, 2020- Nov, 2024 -
NSE-2 Network Security Associate
FortinetApr, 2020- Nov, 2024 -
CCNA
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Experience
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Ebttikar Technology Company
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Saudi Arabia
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IT Services and IT Consulting
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400 - 500 Employee
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IT service Delivery Manager Managed services projects
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Jul 2021 - Present
IT Management consultant overall 14 year of experience ,Leading managed services Projects delivering excellence. • Managing project development from initiation to closure • Creates an organizational breakdown structure (WBS) with the assistance of the project team • Maintaining excellent communication with all stakeholders • Defining & controlling project success criteria, constraints, and assumptions • create project documentation based on the Client PMO project management methodology Manage end to end IT Service delivery including IT Operations, Infrastructure, Service desk & Security Ops. Responsible for planning, designing & implementing of IT Service Delivery components. establish and refine delivery processes. Establish centralized IT service desk to manage user support, incident and service request management and change management. Manage & coach IT service delivery team providing guidance and career paths as applicable. Ability to assist with digital transformation of the group, by strong knowledge of PAAS, IAAS & SAAS models. Manage Service Delivery risks and issues and implement action plans where appropriate to address Experience with Disaster Recovery, Business Continuity, Change Control Processes and Network Performance Monitoring Tools. Strong experience with technical documentation writing and maintenance. Awareness of Information Security issues, threats, and countermeasures. Ability to take ownership of and manage projects, Sound project management skills. Solid understanding of data analysis, budgeting, and business operations A strong strategic and business mindset. Excellent organizational and leadership skills. Outstanding communication and interpersonal abilities. Applying the ISO 20000-2018 in organization process, and make sure deliver the services with Quality assurance . conduct assessment for all Technology services like (Network,security,Nutnix,solarwinds,Oracle,SQLDBA) and make sure to define the Gaps and the plan for mitigation.
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Wipro
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India
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IT Services and IT Consulting
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700 & Above Employee
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IT Service Management Consultant Riyadh Bank Managed Services
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Jul 2020 - Jul 2021
Accountable as an Operational and Incident Management, Problem Management, Change Management, SLA management along with NOC to ensure end to end service delivery (NOC). • Managing Operations across significant areas within IT Services and single point of contact in crisis management • Driving the efficiency and effectiveness of the incident management process • Producing management information, including KPIs and reports • Monitoring the effectiveness of incident management and making recommendations for improvement • Developing and maintaining the incident management system • Driving, developing, managing and maintaining the major incident process and associated procedures • Experience with extensive subject matter expertise in IT Services Management (ITSM) and ITIL process • Incident Management detection, escalation, investigation & diagnosis and resolution of incidents • Reviewing and auditing the process • Provide management leadership and coordination for incidents which involve large scale or high-profile outages • Ensuring that all IT teams follow the incident management process for every incident • Leading and managing Service Desk and Remote desktop Team. •Coordinate with Change Management team for Change Implementations and make sure that the required due diligence is being Followed to ensure smooth operations of IT Services post deployment •Identify the Design Flaws in Production and suggest a change to CM department in coordination with business owners and track it until Deployment •Monitor Riyad Bank Applications / Network / ATM Using Monitoring tools like Dynatrace, Solar winds, ESQ as part of Early Incident detection and ensure Maximum Avail time of Riyad Bank Services •Handled Incident / Service Quality for RB Service Desk team to ensure that Quality of service is delivered to end user and ITIL process are adhered
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The National Commercial Bank - AlahliNCB
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Saudi Arabia
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Banking
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700 & Above Employee
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Team Lead Service Ops Expert at Microland LTD -National Commerical Bank Project
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Oct 2016 - Jul 2020
Roles & Responsibilities: ensure uninterrupted IT services to 600 Bank Branches and 15 Corporate Offices across Kingdom. Provide leadership for delivery of 24/7 service operations and KPI compliance. Establish metrics, key performance indicators, and service level agreements to continually improve the performance of IT operations. •Responsible for Disaster Recovery planning and implementing proper process and controls to insure uninterrupted operation of all systems and supporting business processes. 1. Completely accountable for NCB B. S. operations in his region 2. Understanding all the clauses related to the Operation in SoW1 3. Ensure his team comply with HR policies 4. Addition cost submission & approvals and share the report on weekly basis 5. Timely & Correct approvals for OT : MW Finance & MW HR 6. Preventive Maintenance plan & execution for his region 7. Vacation plan & necessary backups 8. Drives Weekly & Daily Meetings 9. Operation excellence - Proper quality to be maintained a. Ticket Analysis i. Bring Reduction in tickets by supporting WinTel SME in identifying RCA and implementing Improves & Sustains Regions Performance by reducing the cases of breaches b. Ensure proper ticket closure is followed by Fes 10. Report Weekly & Monthly performance for his region 11. Connect with his regional customers for day-to-day operations 12. Proper training execution for his team 13. End to End Accountable for Asset Management. 14. Understanding of Hardware Vendor Contracts 15. Accountable for handling any Projects in his region a. Planning the projects b. Execution c. Proactive in highlighting the risk, issues and mitigation plans Major KPIs Operations – SLA, Incident count Customer handling – Escalations and CSAT Process/initiatives – ticket reduction, auditing etc
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SITA
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Switzerland
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IT Services and IT Consulting
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700 & Above Employee
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Senior IT Operations Team Leader Specialist airlines &avation Sita
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Mar 2009 - Oct 2016
Working as IT operations Engineer team leader in jeddah international airport (K.A.I.A) Responsible for: . Ensuring that the project results fulfill the specified requirements. . Planning,Forecasting and monitoring of various task/activates. . Organizing and loading the project team work according to rollout. . Identifying and obtaining support and advice required for the management,Planning and controlling the site. . Preparing different kind of reports for each level management. . Make a survey and test for all new technology,new software for all sites. . Seek greater role in project within administrative and other areas of competence.
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Education
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2003 - 2008
Misr University for Science and Technology
Good, Computer Science -
1999 - 2001
Almarwa socendry school
Excellent
Community
