About Steven Pires
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Academic Level Master’s Degree
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Age 43 - 47 Years
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Salary 1850
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Gender Male
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Industry Development
Description
Technically sophisticated and accomplished professional with extensive experience leading overall IT operations for the implementation and support computer networks and information.
Adept at aligning end-user needs with long-term resolutions to complex IT challenges. Skilled trouble-shooter continually focused on identifying, isolating and resolving technical issues.
Excellent understanding of ITIL service management principles and processes, enterprise infrastructure and IT networks.
Proven success in reducing development costs, leading high-performing teams, managing complex project, and delivering IT/digital and business transformation.
Articulate communicator, skilled in building and strengthening relationships across functions to drive cohesive, strategic operations.
Education
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2001
University of Leicester
Master of Business Administration, Marketing
Master of Business Administration, Marketing | University of Leicester, Leicester, United Kingdom
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1996
Goa University
Bachelor of Engineering (BE), Computer Engineering
Bachelor of Engineering (BE), Computer Engineering | Goa University, Goa, India
Experience
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2017 - 2020
Emirates Group
IT Field Support Operations Manager
Identified organisational needs and secured business opportunities while consistently exceeding goals, building relationships and supporting superior customer experiences.Directed a top-performing team of 17+ employees at Dubai Airports for IT operational and strategic planning, including business requirements, project planning, and organising allocation of resources. Configured, maintained, and upgraded all computers, servers, firewalls, and network connections for staff to ensure smooth running of technical operations. Managedexisting asset database of 10,000+ devices as well as communicatedcurrent standing on high priority issues to IT department, executives, and operation teams for an informed decision-making. Coordinatedwith service providers to meet Service Level Agreements. Served as an escalation point (SPOC) for Businesses across the organisationand conducted regular meetings with support teams with a keen focus on reducing the instances of SLO breaches.
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2003 - 2017
Emirates Group
IT Service Delivery & Infrastructure Manager
Managed a highly skilled workforce of 18+ staff at the Outstations including assigned vendors supporting Emirates Airlines across theglobe. Delivered L2 /L3 support for 440+ Emirates offices spanning five continents, providing IT support services to over 6000 users and more than 17000devices while ensuring compliance with organisational policies.Managedseveral IT Infrastructural projects from inception to completion across Emirates outstations and EK subsidiaries.Executed Vendor Management & CRM for infrastructural deployment projects across the globe with the accountability of providing best levels of service quality and availability in a 24x7 environment. Developed entire end to end Infrastructural IT setups of the DNATA Clark Contact Centre (450+ devices), the Emirates Budapest Contact Centre (200+ devices) and the Emirates Manchester Contact Centre (450+ devices). Spearheaded ITIL processes including change, incident, configuration, asset, and problem management as part of day to day operations. Led regular meetings with support teams (local & external) to reduce the instances of SLO breaches.
