Sumaia AlBlooshi

1. Strategic IT Operations Leadership

• Lead and manage the entire IT Support & Operations function across the organization.
• Develop and implement IT operational strategies aligned with business goals.
• Ensure high availability, reliability, and performance of IT systems and infrastructure.
• Plan and manage IT budgets, resource allocation, and operational costs.

2. Team Management & Performance Oversight

• Supervise IT support teams (L1, L2, Desktop Support, Service Desk, Field Engineers).
• Set performance KPIs, conduct evaluations, and drive continuous improvement.
• Provide coaching, mentoring, and technical guidance to team members.
• Manage staffing, scheduling, and workload distribution.

3. Service Delivery & SLA Management

• Ensure timely and effective resolution of incidents, service requests, and escalations.
• Monitor service desk performance and enforce SLA compliance.
• Implement ITIL best practices for incident, problem, and change management.
• Conduct regular service reviews with stakeholders and senior management.

4. Vendor, Contract & Asset Management

• Manage relationships with IT vendors, service providers, and contractors.
• Negotiate contracts, evaluate vendor performance, and ensure service quality.
• Oversee procurement, lifecycle management, and inventory of IT assets.
• Ensure licensing compliance for software and hardware.

5. Policy, Process & Documentation Management

• Develop and maintain IT policies, SOPs, and operational guidelines.
• Standardize support processes to ensure consistency and efficiency.
• Maintain documentation for systems, configurations, and procedures.
• Drive automation and process optimization initiatives.

· Supervise and guide the IT support team (L1/L2 engineers) to ensure timely resolution of incidents.

· Allocate tasks, monitor performance, and ensure adherence to SLAs.

· Conduct training sessions to improve technical skills and customer service quality.

· Act as the escalation point for complex technical issues.

· Manage high‑priority incidents \ request and ensure quick restoration of services.

· Conduct root cause analysis for recurring issues and implement preventive measures.

· Review and approve change requests, ensuring minimal business disruption.

· Maintain proper documentation for all ITIL processes.

· Handle procurement process and AMCs with vendors.

· Manage relationships with IT vendors, service providers, and contractors.

· Oversee IT asset lifecycle: procurement, deployment, tracking, and disposal.

· Maintain accurate inventory records for hardware and software assets.

· Prepare weekly and monthly reports on IT performance, incidents, and operations.

· Maintain documentation for systems, processes, and configurations.

· Update knowledge base articles and SOPs for the support team.

· Handle hiring of Outsource Resources for Desktop Support position.

• Use End point central ticket tool
• Provide on‑site and remote support for desktops, laptops, printers and scanners
• Diagnose and resolve hardware, software, and peripheral issues.
• Assist users with operating system problems (Windows)
• Support Microsoft Office, email clients, and business applications.
• Handle new branch setup and renovation.
• Install and configure new computers, software, and peripherals.
• Perform system upgrades, patches, and updates.
• Ensure all devices meet company security and configuration standards.
• Handle asset management

1. User Support & Issue Resolution

• Serve as the first point of contact for all IT‑related queries via phone, email, chat, or ticketing system.
• Troubleshoot hardware, software, network, and application issues for end‑users.
• Provide step‑by‑step technical assistance and ensure timely resolution of incidents.
• Escalate complex issues to Level 2/Level 3 teams when required.
• Log, categorize, prioritize, and track all incidents and service requests in the ITSM tool (BCM).
• Follow ITIL best practices for incident, problem, and change management.
• Ensure SLAs are met by monitoring ticket progress and updating users regularly.
• Close tickets with proper documentation and user confirmation.

1. Authorizing Telex Transfers (TT) in Multiple Currencies

• Reviewing and authorizing outward and inward telex transfers across various foreign currencies.
• Verifying customer instructions, beneficiary details, exchange rates, and compliance requirements before authorizing.
• Ensuring all TT messages meet SWIFT formatting standards.
• Coordinating with Treasury or FX desk when rate booking is required.

2. Printing and Verifying Operational Reports

• Generating daily operational reports such as:
• Pending transactions
• Reconciliation reports
• Reviewing each report for accuracy, missing entries, or discrepancies.

3. Posting Bulk Salaries (Government & Private) via WPS

• Processing salary files submitted by employers through the Wage Protection System (WPS).
• Validating SIF files for:
• Correct employee details
• Valid IBANs
• Salary amounts
• Posting bulk salary batches and ensuring timely credit to employee accounts.
• Handling rejected salary files and coordinating with employers for corrections.

4. Checking SWIFT Messages Sent to Other Banks

• Reviewing outgoing SWIFT messages (MT103, MT202) for accuracy and completeness.
• Ensuring messages comply with SWIFT standards and internal bank policies.
• Verifying:
• Beneficiary bank details
• Correspondent bank routing
• Monitoring message status (ACK/NACK) and resolving failed or rejected messages.

5. Printing and Checking Daily Reports

• Printing daily end‑of‑day reports for:
• Transaction postings
• Salary processing
• Remittance activity
• Checking for:
• Duplicate entries
• Unposted transactions
• Suspense items requiring follow‑up