Karim Elharras

Senior ITSM Application System AnalystFull Time

• Job Details:Responsible for incident management of the Middle East region • Act as point of contact for key individuals/departments within the customers and internal organization in relation to the management of the service. Owning any escalations, requests or queries ensuring appropriate action is taken to manage or resolve. • Collaborate between different departments, development, integration, problem management, change management and provide regular update to the customer, until incident is resolved. • Data driven and able to identify KPIs and work closely with analytics and reporting, developing dashboards to monitor progress and provide actionable insights to senior management. • Coordinate and collaborate the response to incident reports, ensuring relevant prioritization according to the agreed (service level agreement SLA) and detail to allow effective investigation. • Provide Primary SQL server support and monitor performance for all database incidents • Analyse Service Delivery Reports on behalf of assigned customers, in order to identify any trends that may threaten the level of service delivered. • Produce Service Delivery Reports for assigned customers, detailing the performance of delivered services in comparison to agreed service levels. • Create metrics and dashboards to monitor client status for both internal and external visibility. • Create periodic & Ad-hoc reports for IT & Business Units using Crystal Report and ITSM tool. • Effective communication skills and excellent people management and administrative skills. • Provide analytical support to SaaS customers, using wide range of software tools (Microsoft Azure, FIDO, ASP, GASP, REST API, Postman, Kerberos, LDAP) • Investigate, diagnose, and resolve issues involving SQL Server and Oracle databases

Application support analystFull Time

• Job Details:• Responsible of incident management of the Middle East region (Dubai police, Dubai court, Abu Dhabi Airport, and Saudi post, Aviva UK, British transport police, etc) • Act as point of contact for key individuals/departments within the customers and internal organisation in relation to the management of the service. Owning any escalations, requests or queries ensuring appropriate action is taken to manage or resolve. • Create metrics and dashboards to monitor client status for both internal and external visibility. • Data driven and able to identify KPIs and work closely with analytics and reporting to develop dashboards to monitor progress and provide actionable insights to senior management. • Analyse, diagnose, and resolve complex system issues including system integration issues. • Effective communication skills and excellent people management and administrative skills. • Provide Primary SQL server support and monitor performance for all database incidents. • Provide analytical support to SAAS customers, using wide range of software tools (Microsoft Azure, Active directory, FIDO, ASP, REST API, Postman, Kerberos, LDAP) • Investigate, diagnose, and resolve issues involving SQL Server and Oracle databases • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

Product specialistFull Time

• Job Details:• Provide first line support for clients in EMEA region and head office. Resolution of IT related issues and request assigned tickets to the ques • Keep abreast of technical developments, read current literature, continue education, stay current on the innovations within the industry • Diagnose and resolve scanner software problems, and restore normal operation • Work with the other IT support teams in troubleshooting and remediating outstanding vulnerabilities • Giving basic training to new users or customers in using their PCs • Determine software configurations that achieve a high level of security for systems and applications • Installing and configuring new equipment and upgrading existing systems • Support for periodic key business activities and procurement of required IT equipment. • Ownership and overseeing of the ticket management processes and quality across the whole of IT, suggesting and making pro-active improvements to increase the quality of service provided. • Managed business communications for high priority incidents and change implementations. • Fujitsu certified imaging professional ScanSnap.