Managed Services Implementation

Project Description

Managed Services Implementation

  • Workload management among team members, including implementation of innovative ticket/case management techniques.
  • Created and implemented a help desk call center to create 100% satisfactory resolutions on day-to-day support
  • Automating process workloads for better utilization of team
  • Provides management guidance to all levels of exempt employees on accomplishing goals
  • Work is reviewed and measured based on attainment of objectives and overall success of department
  • Assumes leadership role in cross-functional teams to drive service delivery and/or product improvements
  • Manages technical team of all levels, geographies; generally responsible for a team of to 20+ people
  • Maximize the project revenue my utilizing the team in upgrading their reach on technology and assign multitasking activities to have the team growth plan projection.
  • Cultivated growth and development of the Network Operations Center, resulting in 50% increase in shift coverage and cross-training opportunities for managed personnel.
  • Coordinated with Tier 3 engineers to author ITIL-compliant SOPs and OLAs for incident response, resolution, and escalation.
  • Designed and implemented ITIL best practices such as change management, problem management, service catalog, OLAs, CMDB, knowledge management, and release management.
  • Developed training program for new hires in order to boost initial productivity for the team.

Lessons Learned

With all the standard Process and deliverables turn around time in implementation will be fast

Highlights

ahead of schedule
received recognition / award
support from colleagues

Technical Skills Used

  • PMP
  • ITIL EXPERT
  • ISO/IEC 27001 Lead Auditor
  • Sharjah25.337455.4121
  • Dubai (AE)25.065755.1713
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