Mohammad Khalaf Email & Phone Number

Saudi Arabia

• Manage and oversee the daily operations and lifecycle of the IT Incidents, Changes, problem management and Escalation processes, ensuring high levels of performance.• Act as the main focal point for the end user, to capture key business objectives. • Lead the day-to-day activities including product demonstrations, technical infrastructure problems, deployments, managing vendors and 2nd/3rd level support. • Continuously manage and oversee people, maintenance operations, customer requests, and systems to ensure adherence to KPIs, scope, Service Level Agreements "SLAs" and "OLAs".• Collaborate with cross-functional teams to implement process and performance improvements and recommend enhancements to optimize IT Service Management "ITSM" processes and workflows.• Create and analyze monthly performance dashboards and reports, leveraging KPI data insights and trends.• Managed of the entire contract lifecycle, starting from negotiation and continuing through to implementation.• Managed the financial aspects of service delivery, including budgeting and cost control, resulting in a 20% reduction in expenses while maintaining a high level of service quality.

Jordan

• Analyze, investigate,Perform test and solve the technical issues indicated by the customers remotely.• Manage, implement and upgrade new Airline’s system and application Perform troubleshooting, maintenance & acceptance for airline sites.• Provide technical support on security issues including patch management and antivirus protection.• Provide Service & Infrastructure Operations support to internal and external servers for over than 290 airports in accordance with the terms of the customer contract and (SLAs).• Demonstrate a keen ability to identify potential issues related to service, infrastructure operations, and delivery services, conduct thorough diagnostics, and submit service requests promptly to ensure swift resolution • Provide Remote Administration and support for enterprise Active Directory, Domains, OU’s, Site Topology, GPO, Users, Groups and Computers

Jordan

• Owner of the change order and Escalation processes, ensuring high levels of performance and service delivery• Open any new Change orders in the ITSM tool and daily follow up until the end of the process and assure to meet the agreed KPI.• Ensure incidents and changes are processed and resolved in a timely manner and Ensure execution is in compliance with defined policies, Service Level Agreements (SLA)• Drive internal and third-party service review meetings covering performance, serviceImprovements, quality, and processes.• Act as a single point of contact between SDM and the FE and manage the service work provide to the customer