Summary of my 16 years of IT experience:
- Experienced in L1, L2 & L3 in international companies in Financial Industry.
- Managing 30 Support Projects (L2 and L3) with 78 resources
- Acquisition and negotiation for incoming support projects
- Assessment of client needs and provision of necessary skill set for support group
- Establishment of Support projects from scratch
- Standardization of Support Processes and best practices
- Strategic Project sunrising and sunsetting
- Proposal and implementation of Service Improvement and Career enhancement initiatives
- Resources assessment for to match project needs
- ITIL Certified
- Yellow Belt Certified
- SWOT analysis
- Expert in Client relations
- Project cost charging
- Strategic Capacity Planning
- Implementes process improvement
- Performance or Ticket Analysis/ Matrix/ SLA / KPI
- Creation of Statement of Work
1. Leadership & Direction : Oversees the internal and external management of the IT unit, ensuring alignment with departmental goals and service line objectives.
2. Operational Oversight : Manages daily operations, problem-solving, and ensures high-quality service delivery by the team.
3. Customer Relationship : Builds strong relationships with customers, providing regular updates, resolving issues, and anticipating concerns to ensure satisfaction.
4. Stakeholder Coordination : Collaborates with stakeholders (Project Managers, Product Owners, Heads of Departments) for effective project delivery and problem resolution.
5. Team Management : Motivates and supports tea-----------mbers, ensuring performance meets expectations through resource allocation, training, and feedback.
6. Communication & Reporting : Ensures effective communication within the team and with customers, reports to management, and provides recommendations for continuous improvement.
7. Technical Insight : Provides feedback on technical solutions, ensuring the feasibility of program changes and liaising with technical teams for sound delivery.
8. Budget & Resource Planning : Participates in budget planning, cost allocation, and forecasting, while recommending additional resources as needed.
9. Process Improvement : Identifies and implements improvements in workflows, processes, and team efficiency to eliminate redundancies and enhance performance.
10. Training & Development : Identifies training needs, provides necessary development opportunities, and ensures the team stays current on industry best practices and technologies.
11. Performance Evaluation / Job Grade Evaluation / Interview
Career and personal development, Mentoring Program
