Mohammad Al Amaireh

Strategic IT Leadership. Enterprise Security Modernization. Financial stewardship, infrastructure efficiency, team leadership, and workforce optimization. Digital Transformation & Offshore Enablement

Led the design and execution of a three-year digital workplace roadmap aligned with ENBD’s transformation vision, focused on reducing incidents, enhancing user experience, and optimizing IT investments. Core initiatives included:

• Enterprise-wide tech refresh across all business units.
• Expansion of Azure Virtual Desktop (AVD) to support the offshore workforce.
• Implementation of a hardware lifecycle governance framework.

Integrated AIOps and Microsoft cloud technologies to improve stability and service predictability. Deployed a Generative AI-powered chatbot that automated frontline IT support, improving response time to 95%, and significantly reducing dependency on manual intervention. Maintained 99.9% SLA compliance across 21,000+ users, with zero audit findings under ISO 27001 and NIST CSF for three consecutive years.

Deployed Microsoft Defender for Endpoint across 21,000+ endpoints, achieving a 72% reduction in malware incidents, and improving endpoint compliance.
Implemented Zero Trust architecture with conditional access, and SCCM automation to detect and remove unauthorized software.
Introduced a self-service software installation tool via SCCM for pre-approved applications, allowing users to install software without logging tickets, reducing service desk load, and improving user autonomy.
Shifted cloud access provisioning from L3 to L1 support, reducing the average ticket resolution time from 24 business hours to 2 hours.

Managed an annual IT operations budget of AED 18M, including AED 15M allocated for hardware procurement and refresh.
Optimized software licensing through quarterly audits using in-house SAM tools, reclaiming 40% of unused licenses, and improving license utilization.
Negotiated vendor contracts and hardware support agreements that delivered AED 3.9M in savings, and improved SLA response for critical assets from 4 hours to 2 hours.
Collaborated with Service Resilience and SME teams to lead a 99% success rate in the bank’s data center migration, with zero downtime for business-critical services.

Reorganized a 77-member team into agile squads focused on End-User Computing (EUC), VDI, and Digital Experience.
Launched the “Tech Futures” development program in partnership with Microsoft, certifying 85% of staff in Azure, AI, and IT Service Management within 12 months, leading to a 40% increase in internal promotions.
Co-developed a dynamic staffing model for over 300 IT operations employees, aligning roles with evolving business needs, and enabling the bank to absorb AED 10M in additional workload over two years without increasing headcount.

Led the transition from VMware VDI to Azure Virtual Desktop (AVD) for over 4,000 users, enabling scalable, compliant offshore support capabilities.
Established operational readiness for partnerships with financial service vendors, allowing services to run offshore while maintaining enterprise-grade compliance and user experience.

Abu Dhabi Islamic Bank (ADIB) – Abu Dhabi, UAE
April 2012 – February 2018
Progressed through multiple roles from IT Support Engineer to Senior IT Support Engineer and promoted to Assistant Manager overseeing regional IT operations.

Redesigned the enterprise IT service catalog, eliminating 42 redundant services and streamlining operations—resulting in $850K annual savings. Deployed real-time Power BI dashboards tracking 287 KPIs across UAE branches, reducing MTTR by 35% and increasing executive visibility into IT performance.

Led the end-to-end IT consolidation of Arab Link Bank during acquisition, successfully migrating 1,400 users within 3 months with zero downtime. Decommissioned 58 legacy systems, reducing infrastructure costs by 30% while ensuring full regulatory compliance.

Implemented an AI-powered asset management system tracking 25,000 IT assets, extending hardware refresh cycles by 2 years through predictive maintenance. Launched a hardware reuse and recycling program, saving AED 1.2M annually.

Developed RPA bots to automate 31 service desk processes, including account provisioning and software deployment. Integrated ServiceNow with core banking systems, achieving 78% straight-through processing for employee IT requests.

Launched the ‘Tech Connect’ mobile app enabling self-resolution for common issues—cutting service desk call volume by 45%. Introduced a VIP concierge service for C-level executives with a 15-minute SLA, achieving 100% satisfaction. Built and maintained a knowledge base of 450+ articles, raising first-call resolution rates from 55% to 82%.

Overhauled business continuity and disaster recovery plans, reducing RTO for critical systems from 72 hours to 4 hours. Conducted quarterly failover drills, maintaining 100% success during real power outages in 2017.

Managed Windows 7 migration for 1,800+ workstations, completed 3 weeks ahead of schedule. Designed an imaging process that reduced deployment time from 4 hours to 45 minutes per device. Standardized print infrastructure across 38 locations, reducing devices from 210 to 87 and saving 1.2M+ sheets of paper annually.

Executed an RFP process to replace three underperforming vendors, achieving 40% cost reduction while improving hardware SLA from 5 days to 8 hours. Launched the "Fix Forward" initiative, reducing repeat incidents by 38% through root cause analysis.

Trained and mentored 23 junior engineers, all of whom achieved Microsoft or Cisco certifications within 12 months. Delivered user training sessions across departments, reducing recurring incidents by 25% and increasing tool adoption.

• Infrastructure Management: Upgraded Information Technology infrastructure, improving lab performance by 40%.
• Security Policies: Implemented cybersecurity measures, reducing breaches by 50%.
• Teaching: Trained 200+ students and faculty on networking, OS, and troubleshooting.
• Resource Optimization: Virtualized servers, cutting energy costs by 25%.
• Digital Learning: Rolled out e-learning platforms, increasing student engagement by 35%.