From handling high-stakes P1/P2 incidents to managing mission-critical platforms, my mission has always been operational excellence, zero downtime, and empowering business teams.
Having delivered technical support leadership across industry leaders like Nuance (Microsoft), Accenture, and Sonata Software, I have developed a structured, metrics-driven approach to IT service delivery:
Proven Operational Impact:
98%+ SLA Compliance: Consistently delivered across high-volume enterprise application support (200+ monthly tickets).
Incident & Problem Management: Reduced recurring incidents by 30% and improved MTTR by 25% via structured Root Cause Analysis (RCA) and proactive runbooks.
Service Delivery Leadership: Led L1/L2/L3 teams, mentored engineers, and managed cross-functional escalations with global stakeholders.
Change Governance: Zero critical change failures across regular patching and production deployment cycles.
Core Technical Stack & Competencies:
ITSM & Governance: ServiceNow, ITIL Frameworks, SLA/KPI Tracking, Change & Problem Management, Knowledge Management
Cloud & Workplace Technologies: Microsoft 365 Administration, Azure AD, Intune, Exchange Online, Teams, SharePoint
Enterprise Infrastructure: Active Directory, Windows Server, Networking fundamentals (DNS, DHCP, VPN)
With Saudi Arabia's Vision 2030 driving historic digital transformation, the Kingdom needs dependable IT leaders who can keep enterprise digital infrastructure robust, secure, and seamless. I am ready to contribute immediately to Riyadh’s rapid technological growth.
Target Roles:
Senior IT Support Engineer/ IT Service Delivery Lead
Application Support Lead / Operations Lead
Cloud Operations & ITSM Specialist (M365 / Azure AD / ServiceNow)