Omar Aburub
Dubai
Summary
IT Operations & Service Delivery Leader with over 11 years of experience leading enterprise IT Infrastructure, Managed Services, Digital Transformation, and Government Technology initiatives across the UAE. Proven expertise in ITIL-based Service Management, IT Operations Governance, Infrastructure Management, Cloud Services, Cybersecurity, and Customer Experience. Experienced in leading multidisciplinary technical teams, driving operational excellence, managing SLA/KPI performance, optimizing ITSM processes, and delivering large-scale infrastructure and cloud transformation projects. Strong hands-on expertise with Microsoft 365, Azure, Active Directory, , Disaster Recovery, Business Continuity, and Enterprise Infrastructure.
Experienced in multicultural team leadership, managing high-performance teams of 60+ FTEs across different countries and cultures, with a focus on team building, leadership, and technical training.
Recipient of the Operational Excellence in Government Technology Award in recognition of outstanding leadership, innovation, and excellence in government digital transformation and IT service.
Overview
2
2
Languages
1
1
Certification
9
9
years of professional experience
Work history
IT Operation Team Lead
Engineering Office | Dubai GOV
Dubai
2024.09 - 2026.07
- Spearheaded end-to-end IT delivery management as a Senior IT Delivery Leader, overseeing technology solutions, transition & transformation initiatives, service delivery optimization, and comprehensive project management.
- Established service standards, governance frameworks, and industry best practices that served as benchmarks for achieving exceptional service delivery outcome
- Stablished Service Level Agreements (SLA), Operational Level Agreements (OLA), and governance frameworks, defining service standards and best practices that served as benchmarks for exceptional service delivery and operational excellence.
- Supervised 20 Onsite Engineers deployed on all sites in Emirates
- Develop annual budget for unit and ensure that all employees are working according to assigned budgets by setting required targets and responsibilities.
- Understand all functionalities of current software/applications provided by external vendors and provide general guidance to concerned stakeholders across on how to utilize these software/applications.
- Lead installation, configuration, and upgrading of databases, to ensure are continuously operational and work out plan for integrating, centralizing, and maintaining all data.
- Lead planning, control, and execution of activities associated with installation and administration of IT networks and infrastructure to facilitate seamless business operations.
- Lead creation of secure information systems and networks by determining and documenting security requirements, as well as testing security infrastructure and controls that meet needs.
- Successfully delivered on tasks within tight deadlines.
- Delivered services to customer locations within target timeframes.
- Lead all new infrastructure and security projects.
- Manage and implement service desk ,End point central ECP , MDM, AD360.
- Manage IT Audit documents , Asset , BCP , Capacity plan.
- Directed full program delivery lifecycle, achieving internal and external goals, including: - Managing estimations, risks, scope, time, resources, quality, and change effectively. - Driving continuous process enhancements, productivity improvements, and value-added initiatives. - Managing team expectations and aligning them with project objectives.
- Led project planning and execution, ensuring adherence to baselines, closely monitoring costs, resource allocation, timelines, and quality standards to guarantee successful project completion.
- Lead preparation and submission of RFP and RFI for new projects, encompassing both infrastructure and application development initiatives, ensuring alignment with business objectives and technical requirements.
- Led weekly meetings, providing clear direction on project objectives.
Infrastructure Team Lead
Islamic Affairs and Charitable Activities Department (IACAD) | Dubai GOV
Dubai
2023.08 - 2024.08
- Oversee efficient and effective operation of IT delivery, aligning with business objectives and organization's IT strategy.
- Managed 25 support engineers across entities.
- Plan, organize, and manage staff and operations to ensure operational excellence of IACAD IT infrastructure.
- Promote company values and vision, ensuring team adherence and investment.
- Monitor staff performance, implement changes to enhance productivity, and achieve targets.
- Develop and implement strategic processes for improved productivity and profitability.
- Provide leadership and direction, supervising activities to drive team productivity and efficiency.
- Integrate project planning data with other systems to enhance customer satisfaction.
- Implement contingency plans to mitigate vulnerabilities and safeguard project assets.
- Generate annual budget forecasts for executive and corporate reports.
- Trained staff to resolve complaints appropriately to maintain customer satisfaction.
- Led and managed administrative staff to maintain smooth daily operations.
- Managed complex projects, ensuring high-quality outputs.
Infrastructure Team Leader
D&B Properties
Dubai
2022.05 - 2023.08
- Supervised, managed, and documented installation, configuration, and operation of hardware and software for comprehensive infrastructure systems, including servers, PCs, laptops, SW packages, storage devices, cloud solutions, virtual machines, printers, peripherals, network products, security systems, telephone systems, email systems, and internet services.
- Managed 22 support engineers across entities.
- Oversaw installation, configuration, and operation of secure network and connectivity across offices, branches, and outlets, utilizing firewalls, VPNs, switches, routers, access points, cloud security, and cloud infrastructure.
- Tested and ensured performance and security of cloud systems, providing network performance statistics, security analysis, and reports. Developed strategies for maintaining operational and secure cloud systems.
- Developed and maintained systems recovery and disaster management plans, offering preventative maintenance, backup, and emergency procedures to safeguard critical business data.
- Monitored effectiveness of computer systems and networks, proposing new products or upgrades, and implementing security policies to protect IT assets and users from threats such as intruders, malware, spam, viruses, and ransomware.
- Recommended IT infrastructure products for purchase based on needs, providing specifications, and comparing alternative products and suppliers.
- Collaborated with various IT functional groups to ensure end-to-end system security for data exchange both internally and externally.
- Promoted and enhanced security awareness and training initiatives within D&B Group.
- Provided detailed specifications for proposed solutions, outlining materials, manpower, and time requirements.
- Implemented comprehensive service transitions within ServiceNow platform, aligning with ITIL framework to establish robust processes for Incident Management, Change Management, and Problem Management.
- Built and nurtured high-performing teams by setting clear goals, monitoring performance, and providing targeted technical training to enhance team competency and process efficiency.
Senior System Engineer
Buhaleeba Group
Dubai
2017.09 - 2022.05
- Upgraded, supported, installed, and configured infrastructure systems, encompassing servers, PCs, laptops, Microsoft Office 365, Server Application Services (Active Directory, DHCP, DNS, RDP, Terminal File Sharing, DFS, NFS, SMB, Hyper-V), AVAYA IP phone Enterprise PABX System, Mange Engine ticketing system, AP Uni-Fi, D-Link Devices, ERP Systems (Contract Soft, Seven Haven, Microsoft Dynamics), SAN, NAS, and ZK Portal.
- Managed CISCO and Dell switches, troubleshooting LAN and WAN issues.
- Configured and monitored SonicWall firewall portal and Cloud Administrator (TZ 270, TZ 370, TZ 300, NS 2700).
- Maintained, updated, and implemented new functionalities for company websites.
- Managed security server (Kaspersky antivirus) for servers and client PCs, updating virus definitions, service packs, and software patches for enhanced security.
- Ensured daily operation of data backup and restoration using VERITAS NetBackup, including copying backups to DR-Offsite.
- Provided end-user support for PCs, network printers/copiers, and configured user accounts, internet, and TCP/IP parameters.
- Authored technical documentation and collaborated with design teams to create new platforms and products based on system requirements.
- Coordinated out-of-hours support to maintain infrastructure and operations.
- Wrote and updated technical implementation documentation for current systems and products.
Education
Bachelor of Science - Software Engineering
Jordan University of Science & Technology
JORSkills
- Hard Skills:
- IT Governance
- Private Cloud (MORO, SDP)
- Manage Engine (EPC AD360, ITSM)
- Security (Firewalls, DLP, EDR)
- Active Directory
- MS 365 Administration
- Backup & Storage Solutions
- MDM (Mobile Device Management)
- ERP (Enterprise Resource Planning)
- Soft Skills:
- Project Budget
- Continuity Plan
- Capacity Plan
- Risk Assessment
- (KPI) Management
- Service Management
- Leadership
- Vendor Management
LANGUAGES
English
Advanced (C1)
Arabic
Native
Certification
- ITIL® 4 Foundation
- CCNA - Cisco Certified Network Associate
- MCSE - Microsoft Certified Systems Engineer
- Ethical Hacker
- Windows 10 Administrator
- Office 365 Administrator
- ServiceNow IT Leadership
- Appium (Selenium) - Mobile
- IT Service Management ISO20000
Accomplishments
- Successfully executed a managed services transition program for a leading Dubai Government client, delivering a seamless operational handover, improved service continuity, and enhanced service quality.
- Developed and implemented a strategic roadmap for Data Center Operations, improving operational efficiency and aligning services with ITIL and Agile frameworks to support the growth of cloud, automation, and on-premise solutions.
- Led the migration of 180 physical servers to the MORO Hub platform, managing the initiative end-to-end from planning and implementation through to successful completion with minimal service disruption.
- Implemented and optimized ticketing systems (ManageEngine & BMC) across multiple organizations, reducing technical issue resolution delays by over 40% and significantly improving SLA performance.
- Strengthened data protection and security posture by implementing layered security solutions, including Firewalls, Bitdefender, DLP solutions, and an enterprise backup system, effectively preventing data leakage and improving compliance.
- Lead major network infrastructure upgrades, including firewalls, core switches, VPNs, and telephony systems for D&B Property, as well as a full data center network upgrade for the Engineering Office.
- Managed multiple new site and infrastructure projects, including construction IT setup, firewalls, Avaya systems, ManageEngine, PABX, Office 365, and complete site infrastructure delivery.
- Implemented Endpoint Central and AD360, enhancing endpoint management, identity governance, and operational visibility.
- Deployed MDM and MFA solutions, significantly improving device security, user authentication, and access control.
- Lead integration of IT services with Digital Dubai, ensuring synchronization with UAE Pass and compliance with government digital standards.
- Delivered a large-scale infrastructure modernization project, replacing legacy devices with new technologies to improve performance, security, and operational reliability.
Timeline
IT Operation Team Lead
Engineering Office | Dubai GOV
2024.09 - 2026.07
Infrastructure Team Lead
Islamic Affairs and Charitable Activities Department (IACAD) | Dubai GOV
2023.08 - 2024.08
Infrastructure Team Leader
D&B Properties
2022.05 - 2023.08
Senior System Engineer
Buhaleeba Group
2017.09 - 2022.05
Bachelor of Science - Software Engineering
Jordan University of Science & Technology