Fawaz Abdul Majeed

IS Manager, Middle East

• Job Details:Directed workplace operations across 24 sites in 7 countries. Managed budgets and vendor contracts, ensuring timely renewals, cost optimization and audit compliance. Directed and collaborated IS&T regional and global projects deployments, ensuring seamless rollouts across ME. Maintained high availability of store tech systems through proactive maintenance schedules. Led automation & IS initiatives, optimizing IT support operations improving response & user satisfaction. Oversaw incident, service requests, changes and service management using ServiceNow, BMC Deis etc. Proactively monitored dashboards using Solarwinds, Meraki Dashboard and Grafana for KPI tracking. Implemented compliance asset management tracking using iTop, AirWatch (WorkspaceOne) and AD. Managed full device lifecycle including provisioning, patching, and compliance. Championed automation & AI. Conducted employee onboarding & digital tool training sessions for awareness and optimized productivity. Defined and executed IT initiatives that supported retail operations, HR, finance, and CRM teams. Coached, developed and managed a high performing IT team, increasing support team productivity.

System Administrator | Support Team Lead

• Job Details:Played key role in infrastructure setup for new facility, including data center and network security layers. Implemented service desk function and ITIL framework improving response times by 25%. Managed systems, apps, servers, and backup, ensuring 99.9% uptime and reliability. Led domain migration projects for 500+ users, improving operational efficiency & automation levels. Managed Windows based environments, AD, DNS/DHCP, GPOs, and patch compliance. Set up proactive monitoring and control of IT infrastructure, reducing critical response time. Managed IT security frameworks, deploying enhanced endpoint policies & auditing layers. Developed and implemented a backup strategy solution achieving 100% compliance. Provided extended expert support for facility maintenance and security system on IT topics.

Live Service Team Lead | Problem Manager

• Job Details:Directed daily IT operations and major incident SLA handling for enterprise support. Acted as the primary interface between global support teams and business users for service request fulfillments. Owned incident and problem management processes, driving root cause analysis and long term resolution strategies. Coordinated daily aged and breached review meetings, tracking action items and SLA performance using ITSM tools. Trained staff on ITIL practices and conducted process improvement reviews. Managed escalation processes, performed quality checks, and activated communication channels for major incidents. Provided functional and technical documentation, supporting release cycles and smooth service transitions. Managed escalations and provided technical advisory on change requests.