Khaled Eid Email & Phone Number

Riyadh, Sa

Riyadh- Ksa

ITSM Lead Roles:• Responsible for establishing the Policy, Process and Procedures for ITO department• Develop self-auditing and compliance capabilities around ITSM procedures.• Develop and drive implementation of the service management, Tools and Monitoring associated business processes across Mobily ITO.• Review ITSM related contracts, services, and SLAs• Educate and act as an advocate for ITSM practices• Lead a team of ITSM specialists• Ensure operation procedures & documentation is up to date and easily accessible by staff and management.SLA Manager Roles:• Ensure that all service level agreements (SLAs) for information technology services are delivered according to the contracts.• Check the SLA’s performance from different systems to avoid discrepancies.• Monitor SLA performance for compliance with organizational needs and requirements.• Manage and Build IT compliance report to enhance service quality based on ITSM process and SLA’s.Lead Incident Manager Roles:• Maintain and improve the Incident Management process according to business needs.• Build, maintain and improve the continuity services by monitoring the incidents root cause to avoid repeated issues. • Work with IT team to build auto system alerts by TrueSight system for minor issues with valid thresholds.• Monitor and verify preventive action and corrective action taken by technical team to avoid repeated issues.Lead Problem Manager Roles:• Managing and Leading Enhancement projects, customers’ requests, Problem Management Incidents (PBI’s), RCA’s, CRs & SRs. • Reduce number of SR’s (Service Requests) and Incidents by fixing the issues from the root, insure the preventive and corrective actions are in place.• Manage the Business Unit (BU) service request & problem tickets and insure closure within the agreed Service Level (SLA).• Hold recurring meetings with top management about Incidents and impact to customers.

Kuwait

Main achievements/responsibilities for this role:• Managed Zain Kuwait & VIVA accounts.• Developed trust relationships with customers.• Ensured the timely and successful delivery of solutions according to customer needs and objectives. • Worked alongside customer leadership to improve IT service delivery.• Managed day-to-day communication and ongoing relationships for current, new and upcoming projects.• Created and maintained an atmosphere of customer service excellence.• Ensured the correct services are delivered to customers in a timely manner.• Resolved any issues and problems faced by customers.• Managed client relationships and provided excellent service and support to customers.• Delivered the signed contracted SLA.

Riyadh

• IT Projects Manager ( Enhancement Business Projects - B2B Track) for Mobily KSA:Main responsibilities:o Enhance B2B business projects to gain more revenues for Mobily.o Customize, modify and update system features to meet customer stratifications.o Build new business projects for new business segments. o Managing and leading the project team. o Recruiting project staff and consultants.o Managing co-ordination of the partners and working groups engaged in project work.o Developing and maintaining a detailed project plan. o Managing project deliverables in line with the project plan. o Monitoring project progress and performance. o Providing status reports to the project sponsor. o Working closely with users to ensure the project meets business needs. o Definition and management of the User Acceptance Testing.o Identifying user training needs and devising and managing user training programs. o Providing regular status reports.

Ksa- Ahsa

• IT Manager :o Maintain Information Technology planning, monitoring, and appraising job results; coaching, counseling, and initiating, coordinating, and enforcing systems, policies, and procedures.o Maintains organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies.o Manage IT Team.o Manage IT infrastructure.o Manage Servers & Security.o Manage IT systems and applications.o Health checks systems and ensures technology is accessible and equipped with current hardware and software to keep system needed up & running.o MCI Chapter leader – JCI Standard:- Following system policies and procedures.- Collections needed data with chapter standard.- Conduct weekly meeting with chapter members for requirements pending and progress.- Plan to finalize all elements pending.- Weekly reports to Quality director.o HMIS – ERP- Project Manager- CareWare system:- Set up System plan.- Risk Assessment- Preparing disaster recovery plan.- Supporting users and manage system problems.- Following departments needed and solving problems with system providers.- Preparing needed reports.

Amman

Amman

GL Module, Sales Module, Purchasing Module, Inventory Module, System Setup, customize, integrate and Installation. Work closely with the Chief Financial Officer (CFO), and create and deliver periodical reports.

- iScala (ERP) Project Manager + ERP System Support for:o Sales Order Moduleo Purchase Order Moduleo Stock Control (Issue, Received, Withdrawal, Authorization Level, Requisition, and Definitions)o MPC (Material Planning Control) o Payroll system.o General Ledger (Nominal Account, PN, PL, SL, Automatic Account, Account Code, cash of account, Assets Management).o Statistics Module.o Posting SL, PL, GL, SC, PA and MPC to GL Module.o Admin Console (Activation, Companies, Output Channels, Menus, and security).o Warehouse Securityo Snap searcho Import and Export Datao Miscellaneous Parameterso Data Validation to All Data Entry by iScala users from SQL 2005.o Crystal Reports XI.o Accrued Issued and received reconcile from DB. - IT Section Head & System Administrator (Domain Controller). - Abide to IT Industry General Standard Manual.- Abide to ISO IMS (Integrated Management System)

Manage the financial applications (Alpha and ABC systems) based on SQL server 2000 and 2005

Ibn Rushd Computer Center, Manager / Oracle 8i instructor

Msc, Information System

Master'S Degree, Computer/Information Technology Administration And Management, Very Good

Computer Science