● Established and managed the organization's IT governance framework, ensuring alignment with strategic objectives and industry best practices.● Conducted comprehensive risk assessments, identifying and prioritizing IT-related risks, and implementing strategies to mitigate potential threats.● Aligned IT strategies and projects with business goals, collaborating closely with IT leadership to enhance efficiency and effectiveness.● Defined Key Performance Indicators (KPIs) and metrics to monitor IT performance, providing regular reports and actionable insights to senior management.● Collaborated with the IT security team to enhance data and system security, developing incident response plans.● Conducted training sessions and awareness programs.● Documented IT processes and procedures, allowing for faster onboarding of new employees● Implemented IT helpdesk systems and tools, resulting in improvement in IT support response time● Leading the Problem Management Team.

● Team Leader , overseeing a team of 4 Helpdesk staff.● Oversaw day to day management of IT operations.● Continually promoted the improvement of IT operations through measurement of performance against established goals and metrics, ● Actively engaged in various projects spanning systems, networks, applications, and security, ensuring the alignment of IT activities with business objectives.● Responsible for managing the Complete IT Budget, exceeding QAR 50 million, for the entire IT department, including procurement.● Led the IT Helpdesk team, providing technical support, troubleshooting, and issue resolution for end-users.● Implemented efficient ticketing systems and processes, resulting in improved response times and customer satisfaction.● Developed and conducted training programs for Helpdesk staff to enhance their technical skills and customer service.● Collaborated with cross-functional teams to identify and resolve complex IT issues.● Successfully initiated, configured, implemented, and supported the NOC project from scratch.● Demonstrated strong teamwork, proactive problem-solving, and decision-making abilities, requiring minimal supervision.● Known for quick learning and a proactive approach to responsibilities.● Established and managed the organization's IT governance framework, ensuring alignment with strategic objectives and industry best practices.● Collaborated with the IT security team to enhance data and system security, developing incident response plans.● Collaborated with the IT security team to enhance data and system security, developing incident response plans.● Defined Key Performance Indicators (KPIs) and metrics to monitor IT performance, providing regular reports and actionable insights to senior management.● Leading the Incident Management Team (Operations).