Abith Ali Email & Phone Number

Manama, Bh

Bahrain

AMS Head of Delivery

Bahrain

Public Sector Digital transformation Solutions & Services Delivery management

Manama, Bahrain

Manage and effectively deliver operational processes includes, Incident, Problem, Change , Release, Capacity, Transition, CSI initiatives maintaining quality of services of VAT TAX systems that supports 20k+ VAT payers. Supporting SAP Tax and Revenue Management modules, SAP BASIS Infrastructure on AWS cloud platform, Multiple Payment Interfaces & Gateways (Benefit, CBB).Transformed the teams work culture from reactive to Proactive and a siloed to a process approached teams, attained client delight. Maintain SOP manual includes Scope of Work, Escalation matrix, Key contacts, Key success factors.Review and Approve CR’s, Facilitate CAB meetings, Resource allocation, Customer Scope and business requirement discussions, Lessons learned. Effective management of Major and Normal Incident life cycle from Initiation, classification, prioritization, troubleshooting, escalation, resolution, and closure. Control the 'P1 support model' by assigning P1, P2 tickets to relatively junior resources for quick incident analysis to ensure collaboration, upskilling and gain confidence, trust within the team. Control the Problem life cycle (Proactive & Reactive) and root cause analysis (5 whys, fish bone, brainstorm) mechanism. Analyze the RCA of repetitive incidents, Prepare and review the RCA document. Review and direct the system health status under House cleaning activity on a weekly basis, update the same in the SharePoint tracker and propose proactive incidents to address the immediate system errors to ensure service continuity. Monitor release process, review system pre checks and post validations after every TR movement. Prepare TR status report and share with the client. Track resource capacity using a Capacity tracker, forecast, plan resource availability based on the ticket inbound trend. Track effective reporting format which captures the KPI’s of Incident, Problem, Release, SLA’s of ticket types. Trend analysis of tickets, RCA’s of the tickets, RISK dashboard.

Al - Manama,Bahrain

In this role, I transformed the organizational culture by offering ITSM benefits, Lean/Agile, CSI prospects and best client experiences. To increase the effectiveness of business processes, I incorporated cloud technologies, agile methodologies and digital strategies. To deliver end-game IT environment, I monitored integration between client’s and target company’s systems. Throughout my tenure, I have consistently demonstrated success in working across multiple cultures, developing and maintaining a virtual organization, and mobilizing high-performing, cross-functional teams. So far, I have led a team of 20+ Level 1 and Level 2 technical resources to manage wide range of escalations. Over the years, I have Built & trained the IT and Cloud Operations Team  Monitored IT process performance  Managed end to end solution delivery  Implemented Lean & Agile practices  Led data management and digital innovation  Drove cloud process initiatives I also introduced advanced Business Process for National Cloud Migration as a result of which was successfully able to remove dependencies for processes and saved 50% man hours of Project Teams and attained client delight. Other highlights include: • Defined Government Blockchain Eco System using Public Blockchain Platform Ethereum (Smart Contracts) on AWS BaaS platform; Impact: Offered safe Agile e-Government Services to citizens• Built the SMO (Service Management Organization) from scratch with a team of over 50 members within a year.

Bahrain

From assessing client needs and translating business requirements into technology solutions to managing risk and ensuring sustained business value, my background has positioned me to excel in this consulting role. With deep understanding of current business challenges and the added value of technological tools and solutions, my leadership and communication abilities prepare me ready to thrive in this position. Because of my continuous efforts, I have received appreciation from the General Director – IT for strategically managing the project in middle and delivering quick wins. During my stint, I contributed to Enhance the SLA  Reduce service desk support cost  Rectify software-distribution errorsAs an individual contributor, I managed incidents until attained appropriate resolution. Also, ensured CMDB CI relationship and integrity in collaboration with change management teams targeting business prospects.

Bangalore

My expertise lies in successfully maintaining superior customer relationships and providing outstanding service and support to meet, and surpass, expectations and requirements. Throughout my career, I have managed customer communications and initiatives to realize improved customer service, satisfaction, and retention. I suggested solutions to issues concerning firewall and bottlenecks thus boosting uptime for IT infrastructure. Also, delivered quality service and information security by executing ISMS security controls in accordance to SOA.

I designed network systems, installed and maintained them. Also performed back up operations and restored temporary lost data. During my analysis of network systems, I identified and improved slower functioning areas, resolved any issues plaguing workstations or servers, and monitored the security status of the network. Furthermore, updated the security programs and controlled access to the network. Highlights of my profile include: • Troubleshot Cisco ASA firewall in internal network and internal lab network• Ensured file share & security permissions of Central Directory by auto updating for Anti-virus