Mohamad Jamal Email & Phone Number

Meydan, Dubai, United Arab Emirates

Dubai, Uae.

•Contributing the intensive system knowledge and experience for the IT Service Desk and Filed Engineering team transition from EmiratesNBD to Wipro as Managed Service to streamline the BAU operations.•Setup offsite service desk at Wipro GSMC office in Dubai as DR solution.•Managing and supervising team of technical field support of 30 systems engineers and analysts.•Escalation point for technical and process for both internal team and customers.•Analysing the service quality trend based on weekly and monthly report•Provides direction to the technical team and reports status to the program manager•Ensuring Post Incident reviews are carried out and that the learning’s are driven to ensure better customer experience.•Creating and managing processes and relationships with both internal and external operational teams to support service targets and deliver customer service experience•3rd party vendor relationships for upcoming projects & Initiatives.•Ensuring endpoints security compliance is maintained at all times.•Ensure to meet the monthly SLA as per service target.•Management dashboard, automation tools implementation.•Laptop/Mobility wellness program, IT awareness training programs.•Team management, conflict management, team bonding•Proactively retain the right resource with people process and recruit in case of inevitable situations•Performance review of the team, feedback management process, set the expectations right with the goals and objectives, development needs, planning and liaising with top management for the support in case required.•Evaluating effectiveness of training programs and taking necessary actions for betterment.•Driving Process initiatives, procedure in terms of quality management.•Identifying Service Improvement plans and implementation with necessary approvals.•Lean projects on the improvement areas.

Dubai, Uae.

•Managing and supervising team of technical field support of 38 systems engineers and analysts.•Improve and streamline work processes to raise efficiency and productivity.•Conduct regular in-house training programs to ensure knowledge sharing ad experiences with the service delivery team; with a view to provide all with required technical expertise to execute their jobs efficiently.•Leading on internal approvals process whilst supporting the wider project team with external customer meetings and technical presentations.•Investigating cost saving opportunities and prepare the necessary technical advice and guidance notes. •Ensuring that a holistic, systems approach including cost and business benefits is taken into consideration; design trade-offs considered, a focus on interfaces (such as hardware/software), security, sizing and performance and other non-functional requirements are met. •Influencing and directing a common and consistent approach to the technical delivery elements, and play an essential oversight and authorisation role for all technical aspects of Services and projects.•Developing and maintaining Vendor relationships and maintain an up-to-date awareness of technology.•Ensuring Incidents and Service Requests are resolved within agreed SLA and projects are completed as per project plan and deadlines.•Assuring maintenance for the highest level of data integrity required by the various systems operating at all levels of the organization within all its functional areas.•Maintaining proper open channels with all the company’s hardware, software and network team to guarantee the smooth and efficient running of all systems in place, their proper monitoring and servicing along with their potential upgrades.•Preparing and timely submits all required scheduled, ad hoc and eventual exemption reports that might be requested by Management in relations to IT activities and events.

Mumbai Area, India

Working under IT Infrastructure and Managing team for Tier 1 and Tier 2 support, Windows systems server administrations, first level security review and assesment.

Mumbai Area, India

Oracle and SQL databaseIIS Administration and WebdesigningCisco Networking trainingSecurity+