Professional Summary
Results-driven IT Service Management Leader with 10+ years of experience managing critical infrastructure for government control centers, public transportation systems, and enterprise environments. Proven expertise in leading technical teams, optimizing IT operations, and delivering high-availability solutions for mission-critical systems including Dubai EXPO and RTA's Emergency Command and Control Division. PMP certified with strong background in ITSM frameworks, incident management, and cross-functional stakeholder coordination across FMCG, manufacturing, and government sectors.
Work Experience
Lead IT support operations for RTA's critical emergency command and control infrastructure, managing a team of engineers supporting 24/7 crisis response and public transportation systems.
- Lead team of IT support engineers ensuring 24/7 service delivery, incident resolution, and SLA/KPI compliance for mission-critical emergency response systems.
- Troubleshoot and resolve complex L1.5 technical issues before escalation, reducing L2/L3 workload and improving resolution times.
- Mentor and upskill L1 team members for advancement to L1.5 roles through structured training and knowledge-sharing sessions.
- Develop and maintain critical documentation including SOPs, RCAs, and technical resolutions for knowledge management.
- Participate in Change Advisory Board (CAB) discussions to evaluate and approve system changes.
- Manage IT asset tracking and lifecycle management ensuring accuracy, compliance, and optimal resource utilization.
Provided comprehensive IT support for RTA's emergency operations center, managing daily incidents and ensuring continuous operations of critical infrastructure.
- Maintained detailed records of incidents, problems, and service requests through ticketing system with comprehensive documentation and resolution tracking.
- Ensured all network infrastructure, hardware, and software met global and organizational standards for 24/7 emergency operations.
- Delivered consistent SLA compliance while providing real-time status updates to management.
- Proactively escalated critical issues and delivered weekly status presentations to leadership.
Coordinated big data platform implementation project, serving as liaison between technical teams, stakeholders, and management.
- Served as primary point of contact for multiple working groups, facilitating communication and collaboration.
- Managed project scope, timeframes, and financial tracking while ensuring resource availability.
- Supported project managers and business leaders with escalation processes, status reporting, and industry best practices.
Led IT department operations for manufacturing and FMCG organization, overseeing infrastructure, security, and enterprise systems.
- Managed complete IT department operations aligned with business objectives and strategic planning.
- Developed and implemented IT policies, network security protocols, and disaster recovery strategies.
- Led IT staffing, budget management, and vendor relationship management.
- Supported enterprise-wide IT implementations and system integrations across manufacturing facilities.