Lama Hamoud

•Managed CMDB data in ServiceNow, ensuring data quality of configuration items to support reliable service dependency mapping and impact analysis. •Executed ITSM processes in ServiceNow, managing incidents, problems, change requests, and service catalog requests from submission through investigation, approval, and implementation. •Coordinated Change Management activities, supporting, impact assessment, and implementation tracking to ensure controlled infrastructure updates and minimal service disruption.

• Supported the development of AGN’s agile transformation strategy of the Allianz Global Network toward an agile organizational structure. • Supported Executive Management Quarterly Business Review focuses on strategic outcomes, and area priorities. • Agile consulting and fostered adoption of best practices among 10 squads. • Supported Business Impact Analysis aligned with DORA requirements for LAN & WIFI services to enhance operational resilience and ensure digital operations.

• Prepared bi-weekly reports tailored for Executive Management Team, analyzing Priority 1& 2 incident tickets for AZ Operating Entities (OEs). • Supported the optimization of ITSM processes by representing the Legacy and OE-specific portfolio in line with Allianz Technology standards. • Coordinated the preparation, organization, and documentation of executive, stakeholder, and project meetings. • Supported multiple ongoing transformation projects across diverse Operational Entities (OEs).

• Delivered strategic IT consulting to the Gulf region leadership team, driving alignment with priorities and enabling digital transformation initiatives • Supported the rollout of a global digital ecosystem project across the Gulf region, system administration and adoption enhancing end-user experience & operational efficiency • Gather and analyze IT requirements, translating them into actionable service delivery improvements • Delivered IT service solutions to over 70 end users across multiple countries