Mohamed Faisal Email and Phone Number

1. Spearheading a gamut of Management operations which include IT operations & Service delivery, IT change control management, Release & Deployment management & Incident Management / Problem Management.2. Spearheading 40 members team 3. Providing technical direction on platform & technology selection, planning & implementing improved systems and services, facilitating the deployment of business continuity process for entire implementation of WINHMS ERP.4. Liaise with interface team… Show more 1. Spearheading a gamut of Management operations which include IT operations & Service delivery, IT change control management, Release & Deployment management & Incident Management / Problem Management.2. Spearheading 40 members team 3. Providing technical direction on platform & technology selection, planning & implementing improved systems and services, facilitating the deployment of business continuity process for entire implementation of WINHMS ERP.4. Liaise with interface team to get the test cases and integration project delivered successfully.5. Accomplishing subsidiary objectives by establishing plans, budgets and result measurements; allocating resources, reviewing progress and made mid-course corrections.6. Ensuring the right version of ERP solutions get delivered to clients and approve the pre-requisite of IT infrastructure.7. Establishing healthy relationship with Internal & external stakeholders to provide support for various issues; keeping close track of developments in the field of IT applications and updating top management about the same.8. Displaying leadership skills in distributed team building , strong technical skills, people management and timely delivery of projects.9. Administering the incident / problem as a client related to the services signed-off as per the escalation matrix by closely monitoring the SLAs and adhering 100% compliance to the processes & guidelines with updated knowledge base solution/known issues for future use.10. Analysing and understanding solution requirements; facilitating solution development projects throughout the solution cycle from requirements gathering to implementation for business continuity. Show less

1. Leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies and goals.2. Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.3. Establishing, recommending and implementing policies to ensure quality, timely and efficient design of customer oriented services.3. Working effectively with other teams implementing strategies to increase… Show more 1. Leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies and goals.2. Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.3. Establishing, recommending and implementing policies to ensure quality, timely and efficient design of customer oriented services.3. Working effectively with other teams implementing strategies to increase profitability, productivity and overall client experience.4. Auditing customer accounts to ensure accuracy of information.5. Handling escalated issues from customers.6. Participating in the Manager on Duty rotation.7. Attending crucial meetings for the enhancement 8. Follow up the payments 9. Training on latest features added in the product to the team members10. Motivate the team members to perform and achieve the scheduled tasks in a timeline.11. Ability to work in a team environment with excellent analytical, programming, qualitative and communication skills.12. Proven abilities in leading and establishing effective task priorities, working independently, and participating as an integral part of a team. Show less

1. Working with customers/employees to identify problems in the ERP product and providing L2 solutions.2. Providing online training on the product3.Logging and keeping records of customer/employee queries4. Analysing call logs so you can spot common trends and underlying problems5. Updating self-help documents so customers/employees can try to fix problems themselves6. Working with field engineers to visit customers/employees if the problem is more serious

1. Working with customers/employees to identify problems in the ERP product and providing L1 solutions.2. Providing online training on the product3.Logging and keeping records of customer/employee queries4. Analysing call logs so you can spot common trends and underlying problems5. Updating self-help documents so customers/employees can try to fix problems themselves6. Working with field engineers to visit customers/employees if the problem is more serious

1. Software deployment on client's Server 2. Training to the end users on respective modules3. Perform various test on process with the help of test cases and prepare documentsand coordinate with team lead to resolve queries within timeframe.4. Perform research on client's new requirements and collaborate with development team to complete the full cycle implementation.