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Muhib Rakeeb

Candidate ID: 1629963

Career Summary

Graduate with 20 years experience in IT - Hardware functional area

Skill Set

ITIL, People Management, SQL Server, COBIT, Windows Server, Azure, Incident, Problem and Change Management, Vendor and Supplier Management, Strategy and IT Budget

Professional Information

Total Experience : 20

Nationality : United Kingdom

Qualification Level : Graduate

Job Function : IT - Hardware

Work Location Preference : Kuwait, Bahrain, Oman, Qatar, UAE

Detailed Profile

Muhib Abdul Rakeeb
0207 502 1769 07985 350 617


A skilled and highly proficient IT manager, with nearly 20 years’ experience gained through several IT roles, predominantly as an Infrastructure Engineer, DBA and an IT Manager, whilst working in the financial services and banking sectors. Has a proven track record of implementing and delivering change within IT. Demonstrated the ability to thrive in challenging environments, where he has established himself as an individual, who is committed to making a difference and is not afraid to put forward new ideas that challenge the status quo. Excellent negotiation and relationship management skills, which have helped save IT thousands of pounds in licensing costs. Continually shown drive and commitment in all aspects of his work, be it technological, process orientated, or people management.

• SQL Server Database design – setting up and testing new database and data handling systems; monitoring efficiency (8 years)
• ITIL Foundation (4 years) ITIL Service Operations (1 year)
• Azure (1 year)
• Agile, Scrum and Kanban Methodologies (5 years)
• Developing new processes focussed on service improvement
• Strong people management and development skills (4 years)
• Mental Health First Aider (1 year)
• Languages – Arabic (mother tongue) French (elementary)

• Slashed Microsoft renewal costs by over £80,000 in the 2016/17 financial year by changing the Windows and SQL Server licensing models deployed.
• Successfully improved the efficiency and performance of four technical teams (covering infrastructure, patching, databases and tools) through the introduction of new processes, that improved the efficiency of the teams to handle issues resulting in increased morale.
• Standardised the incident management process for the Production Management teams in terms of how incidents and requests were handled. This led to increased customer satisfaction and a chance to obtain valuable data that could be used to drive further improvements.
• Created and implemented a new and improved universal on-call policy, replacing all previous arrangements, that applied to all IT engineers and duty managers. Also negotiated a new on-call rate for all engineers, doubling the previous rate. This led to greater satisfaction and a better work-life balance for all on-call engineers.
• Introduced several new reports and KPIs to identify poorly performing services/servers, based on the number of time engineers spent resolving performance issues. This information directly led to several improvements projects for the identified servers, increasing system stability and freed up engineers’ time to focus on other improvement works.
• Defined, updated and created new service management policies and rolled out the new ITSM, ServiceNow. Policies were used during the transition from the old ITSM to ServiceNow.


Technologies, platforms and tools all used variously across all roles – see CV “technical” section

PayPoint Networks Plc 2011 ? Present
Technical Shared Services Manager – managed 14 engineers across 4 teams 2018

• Managed 3 Shared Services teams including End User Compute (Levels 1 & 2), InfoSec and Infrastructure Services teams
• Managed an IT Transformation programme within IT Operations aimed at reducing technical debt and minimising costs
• Given the responsibility of Supplier Management and interfacing with our vendors and partners. Savings in excess of £100,000 have been made over a period of 6 months, primarily through a number of support renewals with new favourable terms or moving to new vendors.
• Worked closely with IT Service Management to devise and implement several SLAs for the Desktops and DFT teams, which has improved team efficiency and increased customer satisfaction.
• Coordinated and managed a piece of time-critical security remediation work to address SSL and TLS 1.0 vulnerabilities in the organisation's PCI environment.
• Strong involvement in determining the short and mid-term strategy of Operations through the adoption of an ‘open source first’ approach.
• Recognised Mental Health First Aider

DBA & Tech Services Manager – managed 3 x DBA, 11 X engineers, 1 x apprentice 2014 – 2018
• Oversaw100 production instances across multiple legacy and existing technologies.
• Team management (1st - 3rd line) - mentored, reviewed performance, developed individual and team skills matrix
• Planned to variously mitigate and manage failover, recovery, patching and new service release into live production
• Roadmapped IT engineering – developed incident and crisis management protocols
• Quorum member of the Change Advisory Board – contributed SME to service management governance, Business Continuity (BC) and Disaster Recovery (DR)
• Conducted initial assessment of function and planned turnarounds – covered training and personal recognition, technical debt, and under-investment – introduced daily Scrums/meetings to set and manage deliverables
• Negotiated additional manpower – 4 senior and junior engineers, focused on vulnerabilities; and an apprentice
• Facilitated training hosted by Microsoft engineers
• Co-designed, with the Security Officer:
o various database policies and procedures for the annual PCI Audit, commencing April 2016
o policies on vulnerability management, server builds, hardening and Role-Based Access Control (RBAC)
o technical documentation for company and PCI auditors’ use – achieved and maintained PCI compliance
• Reviewed all DBA and Technical Services team contracts/agreements – assessed value for money and viability
• Critical incident management – acted as an escalation point (duty manager) and provided oversight and co-ordination during critical incidents.

IT Service Manager (secondment: maternity cover) 2014
• Seconded based on all prior successes.
• Fostered relationships with external clients – included BBC and Capita, and internal Business Units (BUs) – developed significant stakeholder engagement to resolve mutual concerns or issues
• Produced all KPIs and performance reports focusing on incident queues, for senior management review

Senior SQL Server Database Administrator 2011 – 2014
• Managed rolling 24 hours c.50 production SQL instances, and associated UAT and development instances
• Assessed and removed large work backlog
• Supported all in-house and 3rd party systems, and back-end databases including SharePoint, GIS and ACCPAC
• SQL SME to upgrade projects – technical overview document, Server installation instructions, configuration and troubleshooting of clustered instance, and trained the business on SQL clustering
• Represented DBA team during major incidents
• Guided development teams on, amongst others, replication (existing and new), archiving, security and performance issues – was consulted by the Development teams regarding existing build standards
• Ensured 24/7 system availability – arranged out-of-hours support
• 2013 – 2014 new ITSM, ServiceNow:
o co-developed and updated the incident, change and problem management policies
o ServiceNow champion – coached the business on service management policies and ServiceNow use

HSBC Bank plc 1999 – 2011
SQL Server DBA 2004 – 2011:
• Installed and configured SQL 2005 and 2008 on Windows Server
• Coordinated:
o database maintenance – scheduled fixes and upgrades
o continuous security remediation – ensured full SQL compliance with the current security model
o supported and tested new releases on development and SQL Server test environments pre-release
o non-technical IT function People Forum representative – liaised with staff and senior management:
? presented staff concerns to senior management
? resolved issues not requiring management involvement
? promoted the Forum through team meetings, individual one-to-ones and roadshows

Technical Specialist – Server / Desktop / Windows Server Support 1999 – 2004


• Languages – Visual Basics, Batch and Transact-SQL
• Operating Systems – (Server) Microsoft Windows Server NT to 2019, (Desktop) Microsoft Windows 95 to Windows 10
• Disk – Netapp, HP P2000s and StorageTek
• Databases – Microsoft SQL Server 6.5 to 2012 – includes reporting and integration services:
o log shipping
o transactional replication
o Server 2000 DTS
o clustering on Win Server 2003 and 2008 R2
o data encryption
o Resource Governor / Database Mirroring / Availability Groups
o installation and configuration – standalone and clustered SQL instances
o Server Profiler
• Office 365, SCOM and SCCM
• Desktop Applications – Microsoft Office suite including PowerPoint; Lotus Notes, CA ServiceDesk; ServiceNow
• Server Applications – Microsoft Internet Information Server 6.0 and 7.0


ITIL Foundation and Intermediate Service Operations

EDUCATION 1992 – 1996

BSc Honours Geography – Coventry University