Sep 2017 – Feb 2021 · 3 yrs 5 mos · Dubai, United Arab Emirates

• Manage the business application services and landscape across the organization including Core banking, Cards, Internet and Mobile banking, CRM, ERP, Call Centre, Payments and Middleware solutions and platforms.
• Core member in adaption of cloud technologies, services and RPA based automation to enhance customer experience in cost effective manner.
• Reduction in EOD/BOD and other major batch processing across various services by more than 50% improving service availability and business window of operations.
• Enhanced service capabilities and throughput in cost effective manner based on capacity and demand without major increase in infrastructure resources and heavy licensing.
• Enhanced service monitoring and proactive measure to improve service availability resulting in enhanced customer experience.
• Optimize the service footprint and operating cost using virtualization and consolidation strategies without compromise on availability and performance.
• Achieved annualized OPEX savings of a few millions on license optimizations, right sizing on right platforms and license metric conversions.
• Achieved CAPEX savings and cost avoidance based on proper usage, negotiations and optimized on demand service delivery.
• Optimized staff activities by workload automation, self-service consoles, service orchestrations and process improvements.
• Enhanced service continuity by automation of HA, DR, BCP processes.
• Vendor management focused on standardization of the procurement and support functionalities with value added and cost effective service.
• Adaptation of right shored managed services for support delivering business SLA in a cost effective manner.
• Reworking the SLAs of various business units within the ITIL framework and organization’s standards and policies to meet the desired levels of availability and support.

May 2015 – Sep 2017 · 2 yrs 4 mos · Dubai, United Arab Emirates

• Deliver enterprise-wide technology solutions, achieving all milestones of projects, orchestrating a skilled cross-functional team of professionals and multiple system integrators
• Manage team that is responsible for providing business as usual support, as well as project support
• Responsible for vendor selection and negotiations. Streamlined vendor engagement to achieve cost reduction and increased efficiency
• Build relationships with senior executives both in Business and IT that facilitated the buy-in for implementation of new processes and resolution of roadblocks
• Maintain cost effective support by using talented, motivated staff and strategic use of contract staff when volume dictated
• Key Responsibilities:
• Managed, coordinated, monitored and reviewed the day to day support of the mission critical systems.
• Scheduled, reviewed and provided the required support to ongoing projects, and assisted the successful completion of allocated tasks within the specified timelines
• Appraised, approved, managed, reviewed and scheduled team activities, including setting milestones, objectives and KPI’s to help ensure tasks successful completion
• Managed, verified and provided work direction to one or more technical or clerical staff or acts as a team lead on designated projects and/or assignments
• Oversaw IT application support activities that help to resolve incidents, queries and requests from various departments and business units
• Proactively monitored, logged and reviewed supplier activities, both on and off site, to help ensure levels of service are maintained
• Analysed, managed, and reviewed the engagement with suppliers, ensuring the business obtains the expected value from these partnerships
• Asist to Align the IT strategy with the company's objectives, reduced costs, improved information flows, reported to stakeholders and management, trained and guided employees regarding information systems issues, and mitigated risks associated with information

Jan 2013 – May 2015 · 2 yrs 4 mos · Dubai, United Arab Emirates

• Part of the IT management team overseeing the business and technical merger of Emirates Bank International and National Bank of Dubai forming Emirates NBD.
• Responsible for IT Infrastructure services across Enterprise comprising of Emirates NBD & Subsidiaries.
• Manage multiple teams providing implementation & support on infrastructure services related to Microsoft Infrastructure services, Storage and Backup services and Midrange services.
• Streamlining strategies in line with the organizational goals to achieve significant improvements and quality standards.
• Reworking the SLAs of various business units within the ITIL framework and organization’s standards and policies to meet the desired levels of availability and support.
• Develop Infrastructure landscape for the new bank from the merged entities in a cost effective manner with no compromise on capacity and performance
• Motivating and mentoring the team members and providing them the required technical and self improvement trainings and opportunities.
• Standardizing security measures, processes and policies on the systems infrastructure incorporating industry best practices.
• Vendor management focused on standardization of the procurement and support functionalities with value added and cost effective service. Negotiate contract prices for outsourced work to maintain competitive edge with minimal expenditures.
• Merging and managing the IT budgets of the organization streamlining CAPEX and OPEX expenditures.
• Achieved significant operational cost savings by renegotiations, consolidations and work process reengineering.
• Streamline license inventory & support across the organization resulting in significant cost savings.
• Introduced virtualizations at server and storage levels reducing opex and improving TAT on application deployment.
• Recognized and awarded for project management for key integration and infrastructure projects.

Mar 2011 – Jan 2013 · 1 yr 10 mos · Dubai, United Arab Emirates

•  Leveraged knowledge of business applications & technology to evaluate business requests and project solutions
•  Performed requirement analysis for change releases in the e-channels banking systems
•  Interfaced with diverse departments across the designated business owners and IT to identify key relevant requirements, and proposed changes to enhance the e-banking service in order to meet the customer and business expectations
•  Performed Gap analysis by aligning functional requirements with business requirements and monitor the requirements traceability matrix
•  Managed the implementation of internal and external corporate applications
•  Ensured that all customer queries or problems arising on any of the electronic banking platforms are resolved
•  Followed-up and regular contacted with customer to identify manual channels and converting them to electronic platform
•  Provided support to Relationship Managers and Product manager to secure the business of potential customers by working closely to design customer solutions
•  Ensured smooth implementation and adherence to high levels of service quality for internal and external corporate applications

Nov 2010 – Mar 2011 · 4 mos · Dubai, United Arab Emirates

•  Responsible for projects and support for mission critical applications including Internet Banking, Mobile Banking, SMS banking, Contact Center & IVR, E-Payment Gateway, EDMS and Kofax, Risk Rating Engine and Microsoft SharePoint, SWIFT, Central Bank payment gateway systems
•  Managed the support across the entire e-channel applications in UAT and production environments
•  Recommended and coordinated implementation of support process improvements along escalation and communication matrix
•  Tracked the outstanding incidents, problems and service request life cycle and ensured effective actions within the SLA
•  Instrumental in renewal of contract renewal, identifying areas of cost reductions, via analyzing purchased licenses, versus current utilization.
•  Negotiated SLAs and escalation matrix with the vendor to ensure optimum time for response and solution
•  Managed vendors support and project teams to provide an effective support and deliver projects as per the project plan
•  Tracked, Monitored and communicated system release dates through reports and user meetings
•  Reviewed and prioritized work requests based on the adopted methodology
•  Performed impact analysis and post implementation reviews for bug fixes and change releases
•  Developed and managed execution of plans, milestones, dependencies, communication and resource plan throughout assigned projects
•  Planned, directed and coordinated activities to implement complex projects from initiation to final operational stage
•  Periodically met with Project Team and other stakeholders to monitor on progress of the project and implement necessary control actions based on requirements
•  Performed change control activities on the project, including scope creeps, keeping the delivery within the planned timeframe & budget

Jul 2010 – Nov 2010 · 4 mos · Dubai, United Arab Emirates

Sep 2009 – Jul 2010 · 10 mos · Dubai, United Arab Emirates

Mar 2008 – Sep 2009 · 1 yr 6 mos · Dubai, United Arab Emirates

• IT Consuntant/Project Control Systems Engineer. Provide cost effective solution and implementation to the client for the following:
• Document Control Management System
• EDMS Implementation
• Project Management Software solution
• Planning & scheduling Software.
• Information, communication and technology
• Project IT infractructure hardware and software matrix
• Systems, Data Backup and security
• Domain and email migration.
• IT services alignment
• Continual service improvement

Aug 2006 – Mar 2008 · 1 yr 7 mos · Dubai

• AL Falah Community Development (ALDAR PROJECT)
• The project will features 5000 residential villas with 5 villages including schools, hospitals ,high rise building, health and public facilities, designed to create a self-sustainable community The development has a total cost of 20 billion Dhs.
• Project IT integrator to Project team, Clients, subcontractors and Suppliers
• Manage all IT Resources equipment.
• Manage Projects in-line with the scope of work, requirements and target date of completion.
• Identify Project Software Requirements and licenses.
• Identify ICT Project requirements and systems implementation
• Infrastructure and IT staff Matrix.
• Perform Site survey and investigation for IT wireless and structure cabling requirements.
• Perform Quality testing on equipment installed, structured cabling, Networks, PC and Printers provided by the vendors contractors and suppliers.
• Attending meeting between the client and consultant concerning IT Implementation and requirements.
• Ensuring all sub-contractors IT & Networking is thoroughly tested in-line with the Project Requirements before it is deemed in a state to be handed.
• Manage project execution on installation and configuration of Servers, VOIP, Workstations, Hardware and Software (Operating systems and Applications) as per the project design.
• Administer Servers, Desktop, IPPhone, network Equipment and Data Backup system,
• Ensuring Backup reliability and redundancy
• Setup ,Configure and administer Primavera 6

Dec 2005 – Aug 2006 · 8 mos · Abu Dhabi Emirate, United Arab Emirates

• ICT infrastructure expert
• IT Project implementation for:
• Primavera Expedition 10
• Primavera 6
• IT Servers, Networks and Voice Solution
• Structured Cabling Supervision.
• Data backup and Synchronization
• Systems Administration Windows 2003 R2 Servers DHCP, AD, DNS IIS and SQL
• Ensure the process and alignment of Data Management System
• Reprographics System

Jul 2004 – Dec 2005 · 1 yr 5 mos · Abu Dhabi Emirate, United Arab Emirates

• Project IT Engineer. Domino to exchange migration.Domain migration, Lotus to msoutlook end user migration. Usmt file&profile migration.
• Project IT Engineer. Domino to exchange migration.Domain migration, Lotus to msoutlook end user migration. Usmt file&profile migration.
• Customer service Administrator. First level end user support. Managed Configuration item and SLP contracts library for Cisco, HP Server & Storage accounts including Wincor ATM kiosk support. Ensure Response time are met and close all incident as per SLA.
• Internal Auditing QMSInternal Auditing QMS