Aliaa Khalid Email and Phone Number

Supporting banking application for OCBC

• Act as the first point of contact with the client for service delivery. • Manage and monitor Software Packaging, Software Deployment and Imaging requests from start to finish.• Work with Transitions/Transformation manager to complete command and control resources, Service Level Agreement, Service Level Objective, Process Interface and Document of Understanding(DOU)• Engages other technical resources (if needed) on technical/operational issues• Implement short-term solutions to stabilize the client environment, and coordinate, design, and implement long-term solution to address the gap.• Identify innovative solutions and areas of improvement to benefit their accounts and IBM• Interface directly with client's technical Subject Matter Expert and 3rd party technical resources. For example activities relating to problem assessment and resolution, collecting and defining requirements, solution design, etc.• Maintain Account Technical Documentation (Image Configuration/Roadmap, Standard Packages/Versions, Software Distribution Schedules and history)• Monitor ticket queue and respond to tickets in a timely manner • Perform Requirements Gathering and Software Discovery• Implement recommended process changes and monitors that any changes are in compliance with existing or new standards that are part of larger scale account update and transformation projects.• Work with other teams in transition/transformation and/or steady-state to help identify and/or resolves complex problems where software delivery services and products may be affected or involved in part of a larger scale issue.

•Complete software packaging using MSI technology meeting Industry & Microsoft best practices.•Provide software packaging services ensuring that applications are built to meet technical specifications suitable for applications to be run and operated within customers Standard Operating Environment.•Complete Software Packaging activities to required timelines.•Perform complex troubleshooting activities to diagnose packaging issues.•Complete software packaging using virtualization technologies including AppV, ThinkApp &Citrix•Ensure software packages meet & operate under client specific deployment mechanisms.•Perform testing on client specific Standard Operating Environments.•Perform application compatibility & migration testing•Perform Quality Assurance activities to ensure package integrity & accuracy•Follow & Complete specific work checklist while completing Packaging & QA activities.•Assist with producing and updating procedure documentation for Software Packaging.•Create software application (MSI), data setup.exe packages and scripts using standard processes and toolsets (e.g. Installshield) in respect to customer approved processes, toolsets and environments.•Develop software packages based on customer requirements and perform test according to customer test plans. •Accountable for completing work assignments within a specific timeframe to meet or exceed business objectives•Activities subject to business measurements, impact on customer satisfaction or impact on project costs/expenses.

•Assist on SAP training within the Supply Chain Department•Compile processes and procedures for Business Process Workflow•Gather the system issues faced and do follow-ups•Update, organize and renew the ICT handbook according to the recent changes in the online system