Nixson Fernandes Email & Phone Number

Kuwait City, Kw

Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement. Responsible to manage end to end Service Management delivery in single or multiple engagements.• Meet objectives of clients by assessing needs and requirements, defining required processes, implementing said processes, training supporting employee adoption and usage of service management processes as per the contract.• Designing and implementing processes for outsourcing projects based on DUC outsourcing methodology.• Support in ITSM Process solution, leading the solution construct to build a compelling solution as required.• Risk analysis and mitigation based on ISO 27001 Standard.• Review and oversight of information security incidents.• Develop procedures and guidelines.• Security awareness and training materials.• Independently perform consulting assessment reviews and assist projects in corrective actions.• Contribute to outsourcing methodology and other IT Service Management documents.• Ensure effective Service Level Management and service reporting in assigned outsourcing projects.• Responsible for Internal audits based on ISO 20000:2018 standard and ITIL 4 framework as assigned by IT Service Management Supervisor/Manager.• Perform semiannual assessment/audits as assigned by IT Service Management Supervisor/Manager.• Take active part in pre-sales, tender preparations, as required by management.• Responsible for maintaining compliance documents.• Training and orientation for new staff or any other personnel as required.