Murtaza Rupawala

– Directed comprehensive IT operations and infrastructure management, ensuring seamless support for over 100 users while maintaining an exceptional system uptime of 99.9% across all retail business functions. – Orchestrated end-to-end IT service delivery, encompassing network administration, Windows Server management, and retail IT systems, thereby ensuring high availability and reliability in a fast-paced enterprise environment. – Supervised and mentored a dedicated IT support team of 5 members, enhancing incident resolution times and overall service efficiency through effective leadership and team collaboration. – Established and enforced ITIL-aligned processes for Incident Management, Problem Management, and Change Management, achieving SLA compliance rates exceeding 98% and significantly improving service stability. – Collaborated with vendors and AMC partners to facilitate hardware and software support, upgrades, and renewals, successfully achieving a 15% reduction in annual operational costs through strategic negotiations. – Planned and executed IT rollouts, upgrades, and new store setups, ensuring minimal disruption to business operations while enhancing the technological capabilities of the retail environment. – Developed and implemented robust IT asset management practices, extending the lifecycle of critical hardware components by 20% and optimizing resource utilization. – Engaged with management and end users to align IT services with operational objectives, resulting in a 30% increase in service satisfaction and user engagement. – Over the course of nearly two decades at Lulu Retail, successfully transformed IT operations through strategic leadership, innovative solutions, and a focus on continuous improvement, resulting in enhanced service delivery, significant cost savings, and a robust IT infrastructure that supports business growth. – Maintained an impressive 99.9% uptime across high-volume retail and corporate IT environments, ensuring uninterrupted business operations and customer satisfaction. – Successfully managed daily sales transactions ranging from AED 300K to AED 500K through effective oversight of POS and SAP ERP operations, with zero revenue-impacting incidents reported. – Championed digital transformation initiatives that reduced paper-based processes by 80%, enhancing operational efficiency and aligning with the UAE's vision for a paperless future. – Conducted comprehensive training sessions for over 100 staff members on SAP SOPS and digital tools, resulting in improved compliance and a 30% reduction in operational errors. – Implemented biometric attendance systems for over 300 employees, streamlining HR processes and reducing manual effort by 40% through automation. – Developed and executed a disaster recovery plan that ensured business continuity during critical incidents, achieving a recovery time objective (RTO).

– Delivered first-level IT support for POS systems, end-user devices, and network peripherals, while installing and maintaining SAP ERP, Windows OS, MS Office, and security applications to ensure uninterrupted operations. – Supported SAP R/3 data entry and BI reporting, conducted end-user training, and resolved hardware/software issues efficiently, minimizing downtime and improving overall user productivity. – Played a key role in the successful rollout of a new POS system across multiple retail locations, ensuring a smooth transition and minimal disruption to sales operations. – Enhanced the IT support ticketing system, resulting in a 30% improvement in response times and a more efficient resolution process for end-user issues. – Achieved a remarkable 98%+ system availability through reliable first-level IT support for various devices, ensuring seamless business operations. – Supported SAP R/3 data entry and daily operations, contributing to accurate transaction processing and overall business efficiency. – Streamlined user onboarding processes by effectively installing and configuring essential software applications, reducing setup time significantly. – Resolved hardware and software issues within established SLAs, leading to a 25% decrease in repeat incidents through proactive troubleshooting. – Enhanced user confidence and reduced dependency on IT support by delivering effective end-user training and on-the-job assistance.