AI, Security, ITSM, SysAdmin, P1/P2, Claude, Glean, SLA

He is an IT Operations & End User Support leader with 15+ years of experience managing enterprise-scale IT service delivery across MENA, APAC, and EMEA. In his most recent role, he was a Regional IT Operations & Service Delivery Lead at XXXX, where he served as the primary IT partner for regional leadership, managing operations for 300+ users across five global office launches (Dubai, Riyadh, Doha, London, and India). He orchestrated the enterprise-wide rollout of Claude, ChatGPT, and Glean. He worked cross-functionally with Corporate Security and SysAdmin teams to conduct security-testing and data-exposure audits before production release. He deployed and administered Glean as Snap’s internal AI search platform, integrating it with Jira and Slack and building Glean agents to automate manual IT touch-points. He also developed an AI Deployment Checklist that was adopted as a global template for Snap’s office launch program, ensuring zero gaps in security sign-off, access governance, and compliance. And managed the full employee lifecycle via Workday and Okta, driving automation that reduced time-to-productivity for new hires by 30–40%. Across a career spanning three continents, he has built a reputation for establishing elite service frameworks from the ground up. He directed P1/P2 incident responses, enforcing strict escalation protocols and post-incident reviews to prevent recurrence across multi-site environments.

2.       What skill(s) / experience would you self-describe as strongest or specialist in?  

Strongest skills would be AI Governance, Security & Compliance, Enterprise IT Operations & ITSM Governance and Automation, AI Agents & Workflow Design. He specializes in evaluating productivity platforms (Claude, ChatGPT, Glean) through the lens of data privacy and corporate security, ensuring no data exposure risk during enterprise-wide rollouts. He is expert at creating global templates for AI deployment that cover access governance, user readiness, and multi-tier compliance checkpoints. He is also an expert at building ITSM frameworks from the ground up, including SLA tiers, escalation models, and the “Runbooks” that define world-class service delivery. And utilizes tools like Jira Service Management to create real-time KPI dashboards and JQL reporting, providing executive leadership with total visibility into regional performance. Furthermore, he specializes in automating the employee lifecycle (Onboarding/Offboarding), reducing time-to-productivity by 30–40% through seamless integration between HRIS (Workday) and Identity providers (Okta).