Mahmoud Marouf

Regional IT Operations – UAE, KSA, Kuwait, Iraq, Oman, Iran, and Singapore.
• Led a team of five IT professionals across seven countries, delivering high-quality technical support to 900+ end-users and ensuring consistent service performance.
• Reduced incident response times by 50% across 15 regional sites by implementing a company-wide SLA framework and deploying automated monitoring solutions.
• Strengthened team capability by establishing a continuous learning program focused on emerging technologies and best-practice adoption.
• Enhance security and compliance by integrating security controls into the software development lifecycle and ensuring adherence to regulatory standards.
• Boosted ITSM maturity by creating energy-efficient IT solutions and leading improvement initiatives.
• Enhancing cybersecurity operations through proactive monitoring, vulnerability remediation, and strict enforcement of security policies and access controls.
• Achieved 100% cybersecurity audit compliance for ARAMCO by leading an AI-powered safety initiative and serving as the primary audit liaison.
• Optimized operational governance by maintaining critical IT documentation, managing service provider relationships, and reviewing contracts, bids, and project scopes.

The EMEA Region covers 25 different sites in Egypt, Italy, Nigeria, Gabon, Saudi Arabia, Bahrain, Croatia and Qatar.
• Delivered comprehensive IT support across all departments, ensuring stable and efficient daily operations.
• Managed user onboarding and offboarding, including account provisioning, access revocation, and identity lifecycle controls.
• Administered Active Directory and Office 365 environments, including accounts, distribution lists, licenses, and configuration settings.
• Logged, tracked, and resolved service requests and change activities through the KACE Ticketing System.
• Performed advanced troubleshooting for software, hardware, network, and server-side issues across onshore and offshore sites.
• Monitored endpoint security posture through Antivirus Management consoles and responded to detected threats.
• Coordinated rig and remote-site IT operations, resolving connectivity issues and conducting on-site maintenance and system health checks.

Collaborated with a team of 4 to provide IT support to 23 different sites across Egypt, Saudi Arabia, Qatar, Turkey, and Italy, which ensured smooth operations and minimized downtime for users.
• Administered the IT Helpdesk on a weekly rotational basis, effectively handling user inquiries and issues while also being responsible for weekend and after-hours emergency support for over 400 users.
• Managed daily backup operations using Symantec Backup Exec Application, ensuring data integrity and security through organized tape rotation and off-siting practices across all regional sites.
• Answered calls and provided remote support to Global Transocean users as part of the Follow the Sun Project, helping to resolve issues swiftly and improve overall user satisfaction.
• Documented all completed tasks in the ITSM Ticketing System, which enhanced transparency and streamlined communication within the team and with end-users.