Key Responsibilties:
• IT Service Strategy: Developing and refining IT service strategies internally and as well as for clients that are aligned with business goals and objectives. This involves understanding the organization\'s needs and defining the direction for IT services.
• IT Project Leadership and Management: Take charge of planning, organizing, and supervising important IT projects from start to finish and responsible for managing the technical aspects but also coordinating with different teams and stakeholders to achieve success.
• Team Management: Leading and managing a team of IT professionals responsible for delivering IT services. This involves setting goals, providing guidance, and ensuring efficient team performance.
• Risk Management: Identifying and mitigating risks associated with IT services and infrastructure to ensure business continuity and minimize disruptions.
• Service Delivery Enhancements: Driving a culture of continuous improvement by analyzing performance metrics, identifying areas for enhancement, and implementing changes to increase efficiency and effectiveness.
• Technology Roadmap Planning and Execution: Developed and implemented yearly technology roadmaps for technology improvements, ensuring IT strategies matched the company\'s goals. Led the successful rollout of key projects to improve infrastructure, streamline processes, and incorporate new technologies in alignment with business objectives.
• ITIL Framework: Implementing and maintaining ITIL best practices, specialized in creating service strategies, designing service portfolios, and managing service transitions and operations.

Managing multiple Microsoft 365 tenants for different clients, designing
security policies, and making sure that all Microsoft 365 services run
smoothly.
Data migration from on-premises environments to cloud-based solutions
using industry-leading tools.
Cisco Meraki Cloud Management
Work on advanced issues escalated by L1 & L2 team.
Administrator Cloud backup using tools like Cloud finder & MSP Backup
Managing Freshdesk and salesforce ticketing collaboratively for optimal
performance and support by resolving incidents in a timely manner.
Multifactor Authentication (MFA) implementation for clients using
conditional access.
Implementation of Data Loss Prevention (DLP) policies to avoid data loss.
Drive the technical meetings with clients to present the different solutions
based on Microsoft 365.
Provide technical training to team members on Microsoft 365.
Create IT documentation to improve our client\'s IT policy, procedures, and
protocols
Overseeing international IT procurement activities, managing vendor relationships, and ensuring cost-
effective acquisition of technology resources for the organization.

Serve as the initial point of contact for users seeking technical assistance via
phone, email, or in person. This includes promptly responding to inquiries
and providing basic technical support.
 Provide guidance and assistance to users with software installations, system
configurations, and basic IT-related inquiries which involve setting up user
accounts, resetting passwords, or providing instructions on using various
applications.
 Keep an eye on system alerts or monitoring tools to identify potential issues.
Report recurring or critical issues to the appropriate teams for further
investigation and resolution.
Creating System Images/Cloning
Creating System Backup
Qnap Server Installation & Configurations
Resolving PC, Laptop & and peripheral equipment problems
Providing Technical Support to Customers
Setting up hardware and installing and configuring software and drivers.
Maintaining and repairing technological equipment (e.g. routers) or peripheral devices
Manage software in computers and networks
Perform troubleshooting activities