Fahad Siddiqui Email & Phone Number

Saudi Arabia

Lead, plan, and execute IT Service Management projects from inception to completion, ensuring delivery within scope, schedule, and budget constraints.Develop comprehensive project plans, including timelines, resource allocation, risk management, and quality assurance measures.Oversee the implementation of IT Service Management frameworks, methodologies, and best practices to enhance service delivery and efficiency.Collaborate with cross-functional teams, including IT professionals, stakeholders, and vendors, to define project goals, requirements, and deliverables.Drive continuous improvement initiatives within ITSM processes, identifying areas for enhancement and implementing strategic solutions.Provide strategic guidance and mentorship to project teams, fostering a culture of innovation, collaboration, and high performance.Monitor project performance metrics, prepare status reports, and communicate effectively with senior management regarding project progress and potential risks.Utilize expertise in Atlassian tools (such as Jira Service Management, Confluence, etc.) to architect, implement, and optimize solutions for ITSM initiatives.

Riyadh, Saudi Arabia

Designed and implemented a unified reporting and monitoring framework within Technology and businessportfolios. Defined and analyzed C-Level dashboards and reporting requirements for implementation using differentsource systems. Managed and organized ITSM solution design and implementation program meetings and liaise withdifferent IT units and business stake holders for ITSM initiative buy-in and sponsorship. Analyze, review, and document current functionality to determine potential areas ofImprovement.2Internal Devised, documented and implement ITIL V4 Service Mgmt. practices across organization. Manage user permissions for tools according to the needs of projects and teams. Established new versions of the tools and plug-ins to ensure compatibility. Research and utilize industry standard methods and techniques. Maintain JIRA projects, workflows, permissions, and users while working in a JIRA 6.x & 7.xenvironment. Improve JIRA security. Set access permissions for JIRA projects and Confluence spaces. Work with JIRA filters, reporting, dashboards, workflows, fields, and JIRA administration. Responsible for new ITSM process improvements, buy-in and organizational wide implementation

Riyadh, Saudi Arabia

•Requirement gathering, understanding team needs, Planning, suggesting solution, Clearcommunication, Managing change & finally Retrospective view of the project.•Implemented ITIL V4 best practices for Change, Incident, Problem and Release in Jira Service Desk.•Implemented Dashboard, Report, SLA, Queues and Automation in Jira Service Desk as per Industrystandards.•Good understanding of workflow, project configuration, system configuration of Jira Service desk.•Development and implementation of Live Dashboards for Support functions, Business Division andExecutives in order to provide real time productivity.• Worked in close partnership with other support functions and development teams to analyse project/product requirements and to implement the necessary changes in JIRA, Confluence.• Provided support to agile development teams in their use of agile/ALM tools through incident management systems\support mailbox.• Provided technical assistance during JIRA version upgrades & integrations with other SCCM tools.• Implemented & Maintained Atlassian Tools mainly JIRA, Confluence for 3 large enterprise environments.• Created complex JIRA workflows including project workflows, custom fields, notification schemes, reports and dashboards in JIRA.• Understands organizational and business functions and makes sound decisions.• Participated in Product Design Decisions / Change Control Board Meetings• Delivered Presentations\Training's\workshops to larger audiences from different projects on regular basis. Trained more than 100+ JIRA Users and Administrators for several stakeholders.• Took global initiatives on project tasks to achieve project deadlines• Engaged in continuous learning and adoption of new concepts, technologies and functionality

Riyadh, Saudi Arabia

• Prioritize incidents and assess the risk of failure (criticality) and impact with the aid of CMDB• Manage major incident, provide escalation points of contact and enforce support SLAs• Generate periodic reports to measure incident management process performance• Aid in communicating with those affected by the incident• In-house Remedy enhancement to help Riyad Bank IT and business needs.• Automation of critical and executive reporting through SAP Business Object and Remedy• Monitored communication Links (IP) for entire bank network.• Monitored NETVIEW application for tracking and solving Branch network problem and System to check theATM status.• Supported Branches with Siebel CSR & Teller system, Call Center staff with Siebel CSR system.• Supported customers with E-system, ODS (Operational Data Store) and IVR (Interactive Voice Response)problems.• Supported customer with digital channels problem.• Follow-up the escalated problems with second level of support and updating escalated records (RemedySW).• Thoroughly coordinated all operations related to incident management including analysis of cause,determining severity, fixing priority, assessing the risk of failure (criticality) and impact, providingescalation points of contact and enforcing SLAs till the resolution of the same.• Created Help Desk report (weekly, monthly, half yearly & yearly).• Generated Department Major problem report, major statistical report for higher management along withstaff training plans• Monitor and operate Data Center’s critical functions through BMC• Providing Frist level support to Network team.PROJECT MANAGEMENT, RIYAD BANK• Assessment of the current AS IS / available enterprise Remedy application and need of upgrade.• Designed and Developed upgrade implementation plan to avoid vulnerabilities• Vendor engagement Plan and execution• Technical evaluation of Remedy upgrade from version 8.1 to version 9.1.04• Worked as technical assessor in NextThink project

Master’S, Master’S In Computer Science (Msc)

Bachelor'S Degree, Bachelor Of Science In Electronics (Bsc), First Division