Responsible for maintaining service delivery and quality for energy sector services.Being accountable and responsible for the delivery of one or several IT services (Application & Infrastructure) and managing them throughout their lifecycle.Assist in the development and implementation of IT service delivery processes and standard operating procedures.Monitor service performance metrics and KPIs, identifying areas for improvement and implementing corrective actions.Responsible for managing or participating in the vendor lifecycle management activities including RFP process, vendor contract negotiations, vendor performance etc.Collaborate with stakeholders to gather and analyse business requirements, translating them into technical specifications.

• Serving as technical release manager for deployments within existing business IT infrastructure.• Responsible for end-to-end project delivery in a fast paced, SLA & KPI driven environment.• Experienced in Waterfall and Agile Scrum practices and collaborating with development teams.• Good knowledge of Scaled Agile Processes, PI Planning activities, Scrum Practices and Digital Project Management tools like JIRA & Confluence.• Fair understanding of Data management, Data warehouse, Data cataloging, Data governance and ETL Concept.• Familiarity with the evolving privacy landscape regulation such as PDPA and GDPR.• Liaison with Business Process Owners, SME (Subject Matter Experts) users, sponsors, and clients for requirement gathering and obtain user signoff.• Actively engaged in an Agile (Scrum) environment and Facilitate scrum ceremonies (grooming, sprint planning, retrospectives, daily stand-ups, etc.). • Preparation of functional specifications, Report mock-ups, Requirement Traceability Matrix, Data Mapping.• Engage with engineers, support specialists, product owners and developers to facilitate successful and on-time completions.• Designing process documents and product runbooks for end users.

• Provide application and infra support on Linux and Windows 2003/2008 servers, Network devices and Major incident management reporting, escalation, and follow-up. • Lead all aspects of the project including capacity planning, resource management, documentation & event, critical incident, and change management.• Responsible for overall project performance with regular KPI review and SLA tracking along with progress status reporting and risk analysis of project deliverables.• Annual review of all process and technical procedures to ensure knowledge base is up to date.• Arranging & chairing monthly operations review meetings for targets & achievements evaluation providing feedback on gaps and improvement suggestions.• Periodic service metrics calculation and reporting to stakeholders and ensuring work orders are timely delivered as per contract.Tasks include,• Monitoring of Cisco Routers & Switches, Windows web servers, Database/storage servers, and Unix application servers.• Job scheduling for database backup/restore, application/server maintenance, new server deployments, and patching.• Proactive event monitoring supervision, analysis, and reporting to fine-tune the operations.• Proactive and reactive problem management via event monitoring and Incident management.• Creating and updating standard operating procedure knowledge base.• Critical and Major Incident and Problem Management by adhering to ITIL V3 process.• Directing Critical and Major Incident investigation calls.• Arranging & chairing monthly operations review meetings for targets & achievements evaluation providing feedback on gaps and improvement suggestions.• Periodic Metrics calculation and reporting to stakeholders.

• Incident troubleshooting on windows 2003/2008 and Apache Tomcat web servers.• User administration and File system management.• Maintenance and up-gradation of patches in Linux production servers.• Co-ordinating planned and un-planned hardware maintenance of servers with vendors and suppliers.• Critical and Major Incident and Problem Management by adhering to ITIL V3 process.• Directing Critical and Major Incident investigation calls.• Further investigating the root cause and documenting the resolution of the issue and creating the troubleshooting documentation to mitigate the impact of or avoid such incidents.

• Preparing daily workloads for staff &coordinating the daily allocation of work.• Guiding the team to achieve high standards and KPI targets.• Handling new client inquiries and acting as the face of the business.• Working with the sales and marketing team to drive sales forward.• Mentoring and training up junior and new staff. • Monitoring & reporting on standards & performance targets. • Arranging & chairing weekly team meetings, focusing on targets & achievements.• Involved in the recruitment of new staff.• Ensuring all administrative and IT records are entered and updated correctly.• Providing prompt and accurate information on individual performance.• Maintaining growth chart for each individual and providing feedback and training accordingly.

o Providing technical support to customers regarding the internet service and for Software issues e.g. • Installing and repairing antivirus.• Configuring and Installing Modems, Routers & other devices to network such as Gaming console, printer etc.• Configuring & repairing other internet applications such as email clients and browsers specifically MS Outlook, Outlook Express, Mac Mail, Safari, Internet Explorer.• Creating new email accounts for new users.• Making report of calls.