Ammar Toffaha Email & Phone Number

Dubai, United Arab Emirates

• As part of the ITSM team:
• Develop and execute comprehensive Change Management policies, protocols, and procedures.
• Lead and orchestrate Change Advisory Board (CAB) sessions to review and authorize proposed modifications.
• Evaluate the implications of proposed alterations on systems, workflows, and stakeholders.
• Liaise with stakeholders to disseminate change strategies, timelines, and expectations effectively.
• Monitor and oversee changes throughout their lifecycle, ensuring adherence to organizational standards and regulatory requirements.

Saudi Arabia

• Lead and direct the Release Management function for GIB, orchestrating the efficient release of critical projects and BAU initiatives while adhering to stringent financial regulations and compliance standards.
• Collaborate closely with diverse teams, including developers, testers, infrastructure specialists, and business stakeholders, to define and execute precise release plans tailored to the unique demands of GIB.
• Develop and document comprehensive release processes, covering Release Preparation, Scoping, Approval (CAB), Planning, Execution, and Monitoring, while ensuring alignment with industry best practices and internal.
• Ensure meticulous creation and maintenance of comprehensive release documentation, including release notes, implementation plans, and post-release reports, to facilitate regulatory compliance and knowledge transfer.
• Conducted thorough risk assessments for each release, identifying potential regulatory implications and dependencies, and proactively devising mitigation strategies to ensure seamless product deployments.
• Successfully managed end-to-end Release Management delivery cycles for diverse projects, enhancements, and fixes, consistently meeting strict timelines and quality standards, and enabling seamless product releases.

Amman, Jordan

• Recognized priorities, mitigated risks, analyzed conflicts, and aligned dependencies for the betterment of the delivery process.
• Conducted system study and coordinated with team members for product documentation, system testing & integration, and application maintenance.
• Provided Release Management consultancy, with all the governance controls associated with it by coordinating across the audit, risk, business process, and IT management.
• Performed gap assessment on the current controls to identify and assess current risks.
• Researched information security standards to ensure all compliance and audit requirements are met.
• Reported to projects stakeholders the project status, risks status and concerns through monthly reporting on the progress of existing controls performance.

Egypt

United Arab Emirates

Bahrain

• Collected relevant data and information pertaining to the release during change meetings such as CABs and deployment planning meetings.
• Pursued IT and project compliance with release acceptance criteria.
• Braced release execution by monitoring of each phase of the rollout.
• Validated the release as it progresses through various release gates and test phases.
• Created requests for change (RFC to production) and obtained appropriate approvals.
• Facilitated and controlled emergency releases and changes.

Kuwait

• Researched issues on various computer systems to resolve complaints and answer inquiries.
• Provided thorough support and problem resolution for customers for clients in person, on the phone and through e-mail.
• Referred difficult issues to upper management while maintaining positive rapport with customer.
• Diagnosed, installed, configured and repaired computer systems and software.
• Supported existing teams of technicians and engineers.

Amman Governorate, Jordan

• Evaluated and responded to incoming sales leads and requests for technical support assistance.
• Managed call flow and responded to technical support needs of customers.
• Installed software, modified and repaired hardware and resolved technical issues.
• Identified and solved technical issues using a variety of diagnostic tools.
• Effectively communicated with sales, marketing and administrative teams on a daily basis.
• Maintained the stability and health for company products by doing monthly preventive maintenance checks.