MOHD YOUSUF ANSARI

IT Operations/Service Management:

• Lead the IT operations team in day‐to‐day activities, including incident management, problem resolution, and service delivery.

• Oversee project management of all IT projects from planning and initiation to execution and closure.

• Oversee change management process based on ITSM/ITIL practice.

• Support staff through ICT help-desk on Servicenow platform provisions based on agreed service-level agreements.

• Identify opportunities for process and service improvements and optimization based on data analysis and performance metrics.

IT Infrastructure:

• Responsible for managing all IT infrastructure and services, including but not limited to server and storage hardware, LAN and WAN services, telephony services, IT security, DC/DR infrastructure etc.

• Ensure the Infrastructure Team keeps the infrastructure secure from internal and external threats and that all privileges are proactively managed

• Recommended upgraded technologies to meet evolving business requirements.

• Lead technical design, implementation, and management of server technologies such as physical/virtual servers, storage & backups, disaster recovery and M365 administration, MS exchange online, Google workspace etc.

• Managed and maintained user accounts, permissions and security settings on Active directory.

Governance and compliance:

• Ensure compliance of the team to the guidelines defined by division/department's, such as, HR, Finance, legal, risk and quality assurance in addition to organization's framework and DoA

• Oversaw appropriate security tools are deployed and practices are followed as per risk and local regulatory guidelines and requirements.

• Participate in the periodic Internal audit, risk assessment of established policies and process improvements.

• Ensure compliance with risk, audit and local regulatory authorities ADHICS, MOH, DHA based on industry standards like HIPAA, ISO27001, GDPR etc.

Financial:

• Responsible for creating and managing budgets for IT projects, and infrastructure.

• Forecasting budget based on CAPEX/OPEX model, allocating resources, and ensuring that spending aligns with the organization's strategic objectives.

• Monitor expenses closely to identify opportunities for cost savings and efficiency improvements.

Team Leadership and Development:

• Provide leadership and guidance to the IT operations team, fostering a culture of collaboration, accountability, and continuous improvement

• Conduct performance evaluations, mentor team members, and identify opportunities for skills development and training

• Foster a positive work environment that encourages innovation and creativity.

• Provided comprehensive business analysis and requirements gathering support for end-users, ensuring their IT needs were accurately identified and documented to facilitate effective solutions
• Conducted thorough investigations into end-user problems, accurately identifying root causes and developing appropriate solutions to enhance user experience and operational efficiency
• Planned, set up, and configured Windows-based servers following strict bank security standards
• Managed server virtualization: using Microsoft Hyper-V, ensuring robust and scalable IT infrastructure
• Efficiently facilitated and implemented IT, operational, and administrative projects for branches, ATM machine setup and configurations with vendors
• Established clear end-user expectations for project scope, deliverables, communication procedures, and information dissemination using tools like MS projects
• Played important role in achieving regulatory and compliance requirements based on CBUAE, NESA, ISO 27001 standards for the bank
• Assisted branches in procuring necessary fixed assets and coordinated infrastructure and renovation projects
• Prepared and presented the annual IT budget for the branch, ensuring financial resources were effectively allocated
• Played pivotal role and led branch IT activities for Finacle core banking migration, by ensuring end to end flow of all the departmental modules
• Successfully initiated and installed critical UAE Central Bank systems in the branch, including ICCS (Image Cheque Clearing System), WPS (Wages Protection System), and FTS (Funds Transfer System), ensuring compliance with regulatory requirements

• Started my tenure as IT Helpdesk engineer and was promoted to Helpdesk Team leader to take responsibility for the provision of L2/L3 level technical support calls and the day to day supervision of the helpdesk support team, which was providing support to 1500+ end users with the service desk team comprising of 12 members across UAE