MOHAMMED MATEEN KHANMIYA
Manama,Bahrain
Summary
Accomplished IT Operations Lead with 13+ years of experience and expertise in IT Operations Management, Incident Management, and SLA Management. Proven track record in Service Delivery Management and Project Management, leveraging the ITIL Framework to optimize processes and enhance service quality. Skilled in IT Vendor Management and IT Budget Management, with 8 years of experience in managing Retail/F&B/Gym/SPA POS Applications and Biometric Attendance Systems. Committed to driving operational excellence and continuous improvement within the technology sector.
Overview
17
17
years of professional experience
1
1
Certification
Work history
IT Operations Lead
EMAAR Entertainment Bahrain & KSA
11.2023 - 07.2025
- Responsible for managing 4 business sites across EMAAR Entertainment KSA and Bahrain such as Aquarium Underwater Zoo, Adventure Park, Reel Cinema
- Deliver IT Projects and successfully implemented IT Operations setup and POS applications Retail, F&B, Ticketing System, GYM SPA membership systems across EMAAR Entertainment KSA and Bahrain
- Manage IT Operations, POS Applications Retail, F&B, Ticketing System, GYM SPA membership systems and provide day to day L1, L2 and L3 support,
- Provided after-hours support ensuring uninterrupted business operations.
- Ensured optimal system performance for enhanced productivity.
- Deployed innovative technology solutions for increased operational effectiveness.
- Coordinated infrastructure upgrades to ensure minimal downtime.
- Interfaced with stakeholders by translating complex technical concepts into understandable terms.
- Led training sessions for staff development in new technologies.
- Conduct regular audits to maintain compliance with industry regulations.
- Negotiate contracts with vendors securing cost-effective services.
- Manage seamless IT operations by overseeing technical support teams.
- Monitored systems to identify and resolve equipment failures or errors in performance.
- Maintained high-quality standards whilst managing technical projects.
- Improved efficiency with strategic IT operation planning.
- Carried out preventative checks and maintenance at end of customer interactions to prevent need for further support.
IT Operations & Application Administrator
EMAAR Entertainment Dubai
07.2016 - 11.2023
- Orchestrate and oversee IT operations support setup and ongoing management for EMAAR KSA Reel Cinema and Burj Khalifa 'At The Top,' ensuring critical system uptime.
- Lead new project implementation and provide comprehensive L1, L2, and L3 support for retail applications across EMAAR Entertainment and 'Burj Khalifa.'
- Provide expert L1, L2, and L3 support for Retail POS application across EMAAR Entertainment 15+ Business sites and Food & Beverage applications (The Hills Eatery, SKYVIEWS) and L1/L2 support for SPA & Gym membership (Burj Club) and Biometric attendance applications at Burj Khalifa, resolving daily operational issues.
- Managed UPS replacement and maintenance project across 160 IT Closets in Burj Khalifa
- Administer application license inventory, ensuring compliance and optimizing resource allocation.
- Set up and maintain staging environments for new application testing and validation.
- Perform user ID creation, maintenance, and role assignment for various applications.
- Develop and maintain new offer and discount configurations within POS systems.
- Analyze business requirements, conduct thorough testing, and manage seamless deployment of new systems and features into production.
- Evaluate various systems and applications to meet evolving company requirements.
- Conduct vendor evaluations for new system implementations, ensuring optimal solutions.
- Apply ITIL best practices to day-to-day IT operation support and application support calls.
Senior System Support Engineer
Future Focus Infotech
06.2013 - 07.2016
- Company Overview: (Onsite EMAAR PJSC)
- Provided IT technical support to over 2200 domain users, ensuring efficient problem resolution.
- Administered NTFS folder rights for secure data access.
- Applied ITIL principles to daily IT operations.
- Prepared monthly work status reports and updated technology-specific documentation.
- Managed independent site operations for Burj Khalifa, including remote support infrastructure.
- Provided comprehensive support (mail/voice) for web hosting and mailing issues across multiple locations.
- Delivered hardware and software support for Windows OS, Mac users, POS systems, and ticketing kiosks.
- Coordinated UPS vendor activities for faulty UPS replacements and maintenance across 160 IT Closets.
- Provided L1 support for Cisco Avaya IP phone installations, configurations, and troubleshooting.
- (Onsite EMAAR PJSC)
System Engineer IT, Desktop Support
Gulf Computers LLC
06.2011 - 06.2013
- Company Overview: (Onsite EMAAR)
- Resolved IT ticketing tool requests within defined SLA times.
- Managed NTFS folder rights and adhered to ITIL practices.
- Generated monthly work status reports and maintained technical documentation.
- Handled independent site operations within a remote support infrastructure.
- Managed Oracle ERP user ID creation, deletion, and responsibility assignments.
- (Onsite EMAAR)
IT Support Engineer L2 (Desktop Management)
Wipro InfoTech
Pune
06.2010 - 06.2011
- Company Overview: (Onsite Honeywell Automation India LTD)
- Utilized Remedy tool for daily request closure within specified timeframes.
- Implemented McAfee Safe Boot technology.
- Managed Active Directory users and groups.
- Assigned NTFS folder rights and practiced ITIL for daily operations.
- Prepared monthly work status reports and updated technical documents.
- (Onsite Honeywell Automation India LTD)
Desktop Support Engineer
Wipro BPO
02.2008 - 06.2010
- Company Overview: (Embee Pvt Ltd. Mumbai)
- Provided technical support to 2200 desktop and laptop users.
- Managed Active Directory for user account creation and deletion.
- Assisted with vendor management and project management for new client infrastructure installations.
- Resolved system tickets within SLA targets.
- Reported daily work status and timesheets.
- Managed corporate antivirus updates (Symantec & McAfee).
- Coordinated with the internal inventory team for hardware replacements.
- Provided mail and voice support for web hosting and mailing issues across multiple locations.
- Installed, configured, and troubleshot Avaya IP phones.
- Configured and troubleshot applications such as Remedy, Seibel, and CMS reporter.
- (Embee Pvt Ltd. Mumbai)
Education
Bachelor of Commerce - Commerce
Pune University
Pune10+2 -
Pune, Maharashtra Board
Pune, MaharashtraSSC (10th Grade) - undefined
Pune Board
Pune, MaharashtraSkills
- IT Operations Management
- Incident Management
- SLA Management
- Service Delivery Management
- ITIL Framework
- Project Management
- IT Vendor Management
- IT Budget Management
- Retail/F&B/Gym/SPA POS Applications
- Biometric Attendance Systems
Certification
- MCSE (Microsoft Certified Systems Engineer)
- MCP, MCSA, MCT Win7 (Microsoft Certified Professional, Solutions Associate, Trainer - Windows 7)
- ITIL ISO 20000 Training
Accomplishments
- Successfully spearheaded the implementation of IT operation services and POS Applications at EMAAR KSA Reel Cinema, and EMAAR Bahrain Reel Cinema, Aquarium, and Adventure Park ensuring a smooth launch and ongoing operational excellence.
- Managed and supported all IT Operations and critical POS applications at Burj Khalifa, maintaining high availability for a flagship global landmark.
- Implemented comprehensive SPA, Gym, and Pool membership systems at The Burj Club, streamlining operations and enhancing member experience.
- Deployed and supported Restaurant F&B systems with KOT functionality across multiple high-profile venues, including The Hills Eatery, SKYVIEWS, and Burj Club.
- Successfully led and completed the UPS replacement project across 160 IT Closets within Burj Khalifa, significantly enhancing power infrastructure reliability.
Timeline
IT Operations Lead
EMAAR Entertainment Bahrain & KSA
11.2023 - 07.2025
IT Operations & Application Administrator
EMAAR Entertainment Dubai
07.2016 - 11.2023
Senior System Support Engineer
Future Focus Infotech
06.2013 - 07.2016
System Engineer IT, Desktop Support
Gulf Computers LLC
06.2011 - 06.2013
IT Support Engineer L2 (Desktop Management)
Wipro InfoTech
06.2010 - 06.2011
Desktop Support Engineer
Wipro BPO
02.2008 - 06.2010
SSC (10th Grade) - undefined
Pune Board
Bachelor of Commerce - Commerce
Pune University
10+2 -
Pune, Maharashtra Board
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