• Oversee the day-to-day operations of the respective applications team.• Adhere to all health and safety rules and procedures.•Identify, escalate and manage project risks and issues to resolution.• Monitor performance of direct reports and provide coaching and counseling as needed.• Ensure timely and consistent communication during any major downtime.• Ensure that new systems and changes are properly tested.• Ability to motivate, effectively delegate and coach team to create a positive and dynamic working atmosphere.• Establish data distribution policies by working with boundary partners and contract resources.• Conduct workflow analysis, business process reviews and creates functional specifications.• Ensure application resources are assigned appropriately to day-to-day support and projects.• Manage outside vendors and contractors to ensure performance expectations and customer satisfaction.• Provide support, guidance, leadership and motivation to promote maximum performance.• Coordinate analysis and resolve issues on all system upgrades and changes.

• Analyse, plan and drive the implementation of the Enterprise Resource Planning (ERP) solution. • Execute and improve the key service delivery processes for the project and ensure that the correct metrics and Key Performance Indicators are in place. • Deliver the desired outcomes in an effective and profession manner. • Collaborating effectively with internal stakeholders, both in-person and through remote working models as needed. • Interfacing with the ERP implementation partner who work remotely. • Project stakeholder management – working closely with internal and external stakeholders. • Project scope and schedule management. • Escalating project issues to the senior management when needed. • Reporting, analysing, and resolving issues related to the implementation, stakeholders, and project operations that may impact service quality ,ensuring that stakeholders questions and problems are resolved properly and quickly.

•Define project scope, goals, and deliverables that support business objectives in collaboration with senior management and stakeholders.•Develop and manage detailed project plans, timelines, and budgets to ensure successful project completion.•Oversee and manage the day-to-day operations of the IT department, ensuring that all systems, services, and equipment are running smoothly and efficiently.•Effectively communicate project expectations to team members, stakeholders, and senior management in a timely and clear manner.•Manage a team of IT professionals, providing direction, guidance, and support as needed.•Manage project risks, issues, and changes and develop appropriate mitigation strategies.•Develop and implement policies, procedures, and standards for the IT department to ensure consistent and effective service delivery.•Manage project resources, including personnel, equipment, and materials, to ensure project success.•Ensure that all IT equipment and software are up-to-date and properly maintained.•Identify, track, and report project progress, issues, and successes using appropriate metrics and tools.•Coordinate with other departments to identify and resolve IT-related issues and provide technical support as needed.•Conduct project post-mortems and create a recommendations report in order to identify successful and unsuccessful project elements.•Identify areas for process improvement and implement changes to increase efficiency and effectiveness.•Provide training and development opportunities to IT staff to ensure that they have the skills and knowledge necessary to perform their roles effectively.•Manage relationships with external vendors and service providers to ensure that IT services are delivered effectively and efficiently.

• Design , implement , operate all voice solutions (CUCM , WebEx subscription , grandstream)• Operate Cisco Firepower , Palo Alto firewalls (Manage: Polices , VPN tunnels , URL filtering)• Operate Cisco AAA servers ISE , ACS• Manage Cisco Switches (3850 , 2960 , ...)

•Provide first-line support for IT troubleshooting, identifying and resolving issues in a timely andeffective manner.•Collaborate with project teams to define project goals, objectives, timelines, and deliverables.•Plan, coordinate, and manage project activities, including scheduling, resource allocation,and risk management.•Work with cross-functional teams to ensure effective communication and collaboration acrossall areas of the organization.•Develop and maintain positive relationships with vendors, partners, and other externalstakeholders.

•Manage Sophos XG network security solution•Manage and maintain Active Directory environment•Provide technical support for end-users•Conduct regular system maintenance and updates•Collaborate with cross-functional teams to develop and implement IT policies and procedures•Monitor system performance and proactively identify potential issues•Manage and maintain IT inventory and documentation•Develop and deliver IT training programs to end-users•Work closely with vendors and external partners to identify and implement IT solutions•Stay up-to-date with emerging IT technologies and trends

Support, implement and install Avaya SMB products:-Avaya IPOCC Rel 9.1- Avaya IPO 500 and IPO500 V2 Rel.6, 6.1, 7.0, 8.0 , 9.0- Avaya Voicemail Pro. 7.0, 8.0.- Avaya contact centers.- Avaya Contact store.- Avaya Contact Center Reports.- Customer Call Routing ( CCR ).Support, implement and install Networks , Surveillance systems and low current devices:-Airlive & Afidus: IPCAMS , NVR , Managed Switches , POE Switches ,Access Points -Repotec : Managed Switches , POE Switches , Industrial Switches , Access Points-3M & Repotec : Fiber Cables (Single Mode & Multi Mode) , Media Converters , UTP CAT6 & CAT5

Support, implement and install Avaya SMB products:- Avaya IPO 500 and IPO500 V2 Rel.6, 6.1, 7.0, 8.0 , 9.0- Avaya Voicemail Pro. 7.0, 8.0.- Avaya contact centers.- Avaya Contact store.- Avaya Contact Center Reports.- Customer Call Routing ( CCR ).