Summary
Overview
Work History
Education
Skills
Websites
Certification
Personal Information
Timeline
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MOHAMMED ALAYED

Riyadh

Summary

Visionary IT leader with almost nine years of experience driving technology operations, infrastructure modernization, and digital service excellence within the banking and fintech sectors. Proven expertise in managing large-scale IT environments, aligning technology with business strategy, and delivering secure, SAMA-compliant solutions. Adept at leading crossfunctional teams, optimizing IT assets and support models, and executing transformation initiatives that enhance user experience, operational efficiency, and regulatory compliance.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Head of End-User Support

Riyad Bank
Riyadh
05.2024 - Current
  • Leading end-user support technology strategy and digital support transformation for a large-scale enterprise environment.
  • Orchestrated full-scale IT asset lifecycle management integrated with Remedy CMDB.
  • Spearheaded automation initiatives improving ticket resolution and reducing costs.
  • Ensured SAMA-compliant on-premises infrastructure and secure access protocols.
  • Collaborated with cross-functional teams (Finance, Procurement, Compliance) to align services.
  • Developed IT governance for asset onboarding, replacement, and disposal.
  • Launched Nexthink dashboards for real-time visibility and feedback-driven service.
  • Introduced proactive support models, reducing incidents via endpoint monitoring.
  • Led KPI-driven service improvement and root cause reviews.
  • Managed IT support budget and vendor negotiations.

System Support Manager

STC Bank
Riyadh
01.2020 - 05.2024
  • Managed SMAX ticketing system to resolve user incidents within SLA.
  • Administered UCMD for asset management, tagging, and monthly reporting.
  • Prepared HW plans and raised PRs for IT procurement.
  • Supervised a team of 6 engineers, developed KPIs and performance tracking.
  • Implemented IT procedures for interdepartmental and asset operations.
  • Delivered IT support to users and executives, ensuring quick resolutions.
  • Managed O365 and Azure Portal administration.
  • Customized SCCM app deployments and Windows images.
  • Administered Y-soft printing and AirWatch MDM for Mac devices.
  • Conducted Apple Readiness Review and resolved environment issues.

Service Desk Officer

AlBilad Bank
Riyadh
04.2018 - 01.2020
  • Handled HP Service Manager ticketing: creation, categorization, escalation.
  • Reviewed service requests, validated business needs, and set priorities.
  • Provided daily Active Directory support for end-users.
  • Deployed and updated software using SCCM.
  • Resolved technical issues and ensured staff satisfaction.

Education

Bachelor of Science (B.S.) - Computer Information Science

01.2013

Diploma - English

03.2016

Skills

  • IT Strategy
  • Digital Transformation
  • IT Asset Management
  • SCCM
  • Remedy ITSM
  • CMDB
  • KPI/SLA Metrics
  • Vendor Management
  • End-User Computing
  • SAMA Compliance
  • O365
  • AirWatch
  • Azure AD
  • Service Automation
  • SMAX
  • UCMD
  • Y-Soft
  • Incident & Problem Management

Certification

ITIL v4 Certified

Personal Information

Title: Head of End-User Support

Timeline

Head of End-User Support

Riyad Bank
05.2024 - Current

System Support Manager

STC Bank
01.2020 - 05.2024

Service Desk Officer

AlBilad Bank
04.2018 - 01.2020

Bachelor of Science (B.S.) - Computer Information Science

Diploma - English

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