2026
Enterprise ITSM Implementation with Automation — Jira
Delivered an enterprise-wide ITSM platform on Jira with end-to-end automation — incident, request, change, and problem flows wired into the bank's operational fabric.
Boubyan BankAhmadAlShatti.
Technology & digital transformation executive. Eighteen years engineering the systems that move money, signal, and patients — across banking, telecom, and healthcare in Kuwait.
// THE WORLD CIO 200 SUMMITGEC Media Group · Global CIO Forum
EST. 2007+
Years in Technology
+
Years as Deputy Chief Information Officer
Enterprise Programs Delivered
Industry & Leadership Awards
Sectors: Banking · Telecom · Health · ISP
Jan 2021 — Present5 yrs 5 mos · Kuwait
Deputy Chief Information Officer
Boubyan Bank·Full-time
Steering the bank's technology strategy across infrastructure, applications, security, and digital channels — including the delivery of a Tier-3 data center and continued strategic thinking around AI and platform modernization.
Jan 2023 — Sep 20239 mos · Hybrid
Artificial Intelligence Consultant
AlSalam International Hospital·Contract
Advised clinical and operations leadership on applied AI in healthcare — defining where intelligence belongs in patient and back-office workflows.
Jan 2020 — Jan 20211 yr 1 mo
Assistant General Manager — IT Enterprise Services & Support
Gulf Bank·Full-time
Owned enterprise IT operations and end-user services for one of Kuwait's largest banks. Aligned service-delivery KPIs and platform reliability with executive-level priorities.
Jan 2019 — Jan 20201 yr 1 mo
Senior Manager — IT Service Operations & Support Division
Boubyan Bank·Full-time
Led the operations division spanning service desk, technical support, ATM support, and access management — running the systems the rest of the bank relied on.
Jan 2017 — Dec 20182 yrs
Manager — IT Service Desk & Technical Support
Boubyan Bank·Full-time
Managed analyst, support, ATM, and access-management teams. Set KPIs, ran service reviews, drove SLAs, and kept the front-end aligned with information-security standards.
Nov 2015 — Dec 20161 yr 2 mos
IT Service Desk Manager
Boubyan Bank·Full-time
Built the service desk function — analyst team, ATM support, KPI framework, customer service reviews, and continuous improvement of IT & business processes.
Apr 2014 — Oct 20151 yr 7 mos
Acting eCRM Manager
VIVA — Kuwait Telecom (stc)·Full-time
Owned eCRM strategy, campaigns, KPIs, and budget. Integrated CRM with call-center systems including IVR, auto-dialer, workforce management, kiosk payments, and voice recording.
Jun 2013 — Oct 20152 yrs 5 mos
Service Desk Supervisor
VIVA — Kuwait Telecom (stc)·Full-time
Supervised service desk, end-user support, ITSM, and kiosk operations. Implemented the full HP OpenView stack — Service Manager, NNMI, OMU/OMW, BSM, RUM, CMDB — and rolled out paperless self-service.
Feb 2012 — May 20131 yr 4 mos
Acting Helpdesk Team Leader
Zain·Full-time
Led helpdesk and technical-support technicians. BMC Remedy owner for IT. Drove SLA conformance, customer service reviews, and KPI reporting.
Apr 2011 — Jan 201210 mos
Technical Support Technician
Zain·Full-time
Hands-on hardware/software troubleshooting, cash-machine support 24/7, Cisco IP-phone configuration, vendor coordination.
Dec 2009 — Mar 20111 yr 4 mos
Contact Center Agent
Zain·Full-time
Phone, email, and fax support. The customer-facing rotation that taught me what enterprise IT exists to serve.
Apr 2009 — Nov 20098 mos
Corporate Field Engineer
Gulfnet Communications·Full-time
Troubleshooting fiber, DSL, and HSDPA links across Cisco and non-Cisco routers. LAN/WAN solutions for corporate clients.
Sep 2008 — Mar 20097 mos
Corporate Technical Support
Gulfnet Communications·Full-time
Resolved corporate inquiries within SLA, remote LAN/router troubleshooting, Exchange first-line support, ISP bandwidth monitoring.
Oct 2007 — Sep 20081 yr
Residential Technical Support
Gulfnet Communications·Full-time
First line of support for residential customers — LAN/WAN connectivity, ticketing, follow-through on installations and billing.
2025
Cybersecurity Assessment Automation
Automated the bank's cybersecurity assessment cycle — continuous control evidence, faster regulatory readiness, and a measurable shrink in manual audit effort.
Boubyan Bank2025
Payment Hub Migration to OpenShift Microservices
Re-platformed the bank's payment hub onto OpenShift as a microservices stack — elastic scaling, faster release cadence, and a modern foundation under critical payment flows.
Boubyan Bank2025
Disaster Recovery Automation via Robotics
Robotics-driven disaster recovery automation — DR drills and failover orchestration that previously took days now executed and verified in hours.
Boubyan Bank2024
Network Monitoring Solution — Riverbed
Stood up Riverbed network monitoring across the bank's WAN and LAN — packet-level visibility, performance baselines, and rapid fault isolation for the network team.
Boubyan Bank2024
Instant Consumer Money Transfer — WAMD
Launched WAMD nationwide instant money transfer for the bank's consumers — 24/7 P2P payments settled in seconds across all participating Kuwaiti banks.
Boubyan Bank2024
Corporate Transaction Banking — Intellect
Implemented Intellect's Corporate Transaction Banking platform — modernised cash management, payments, and trade flows for the bank's corporate clients on a single integrated stack.
Boubyan Bank2023
Tier-3 Data Center Implementation & Migration
Designed and delivered a Tier-3 data center for the bank, then ran the full migration of production and disaster-recovery sites — resilience, redundancy, and capacity headroom for the next decade of growth.
Boubyan Bank2022
Log Management Solution — Splunk
Centralised log management on Splunk — correlated logs from infrastructure, applications, and security tooling into one searchable platform for engineering and ops.
Boubyan Bank2021
Continuous Integration & Deployment (DevSecOps)
Established the CI/CD pipeline with security baked in — moving the bank from manual releases to automated, auditable, secure-by-default delivery.
Boubyan Bank2021
ATM Application Upgrade
Upgraded the bank's ATM application stack — modernised the front-end, security posture, and operational tooling across the live ATM network.
Boubyan Bank2020
Bank-Wide Remote Working — Pandemic Continuity
Enabled bank-wide remote working across all banking operations — including call-center agents — keeping the business running through the 2020 pandemic with digital channels live and uninterrupted throughout.
Gulf Bank2020
Endpoint Management Solution — BMC
Rolled out BMC endpoint management across the bank's fleet — patching, software distribution, and compliance reporting on a single console.
Gulf Bank2020
ITSM Implementation — Digital Workplace
Implemented an ITSM digital-workplace platform — service catalogue, self-service portal, and modern incident, request, and change flows for the bank.
Gulf Bank2019
ITSM Implementation — Remedy
Implemented BMC Remedy as the bank's ITSM platform — incident, request, change, and problem management on one enterprise-grade stack with full audit trail.
Boubyan Bank2019
Network Access Control — Cisco ISE
Deployed Cisco ISE for network access control — identity-driven policy enforcement on every wired and wireless connection into the bank.
Boubyan Bank2018
Core Banking Upgrade — iMAL
Upgraded the bank's core banking platform (iMAL) end-to-end — modernised the transactional backbone with zero customer-facing downtime.
Boubyan Bank2018
Application Performance Monitoring
Deployed application performance monitoring across the bank's critical applications — end-to-end transaction visibility, deep code-level diagnostics, and real-time business performance signals for engineering and operations.
Boubyan Bank2017
Interactive Teller Machine
Introduced Interactive Teller Machines to extend branch service hours — live remote tellers handling complex transactions through self-service kiosks.
Boubyan Bank2017
Instant Card Issuance
Launched instant card issuance across branches — customers walk in cardless and walk out with a personalised, ready-to-use card in minutes.
Boubyan Bank2017
Infrastructure Monitoring — SolarWinds
Rolled out SolarWinds across servers, network, and infrastructure — proactive alerting, capacity visibility, and a single console for ops to act on.
Boubyan Bank2016
End User Analytics — Nexthink
Implemented Nexthink end-user analytics — digital-experience telemetry across endpoints, with proactive remediation for service desk and operations.
Boubyan Bank2016
Call Management for IT Service Desk
Stood up call management for the IT service desk — ACD routing, queue analytics, and recording across the support channel.
Boubyan Bank2016
Endpoint Management — Desktop Central
Deployed Desktop Central across the bank's workstations and servers — patching, configuration, and compliance management on a unified endpoint console.
Boubyan Bank2015
ITSM Implementation — ManageEngine
Implemented ManageEngine ITSM at the bank — first formal incident, request, and change platform, which later anchored the move to Remedy.
Boubyan Bank2015
Workforce Management Solution
Implemented Teleopti workforce management for the call center — scheduling and forecasting backed by real demand signals.
STC Telecommunications2014
Call Center Solution Implementation — Avaya
End-to-end swap from Cisco to Avaya — Call Manager, AES, AAEP, CMS, IC, Proactive Outreach, Unified Agent Desktop — fully integrated with CRM, zero business impact.
STC Telecommunications2014
InfoConnect Exhibition Network
Stood up the full sales-counter stack — IT infrastructure, office automation, network, and CRM — production-ready for VIVA's InfoConnect exhibition booth.
STC Telecommunications2013
ITSM Implementation — HP OpenView & HP Service Manager
Rolled out HP OpenView and HP Service Manager across IT operations and service desk — incident, request, change, problem, knowledge, and CMDB on one platform.
STC Telecommunications2012
Kiosk Front-end Application Upgrade
Upgraded the kiosk front-end application — refreshed customer-facing UX and back-end integration across the self-service kiosk network.
Zain2011
Zain Head Office Renovation
Re-engineered IT and network design for the head office — including VIP and Corporate Sales — better maintainability and a sharper customer-facing image.
Zain2009
Petrol Stations Connectivity — Cisco HSDPA Router Upgrade
Upgraded petrol-station connectivity to Cisco HSDPA routers — restored stable backhaul for point-of-sale and customer-facing services across the network.
Gulfnet CommunicationsNext Generation CIO Award 2024
2024
Most Valuable Employee of the Year
Dec 2016
Most Valuable Employee — Q2 2016
Jul 2016
VIVA InfoConnect Exhibition Achievement
Apr 2014
Best Communicator Award
Dec 2012
Innovation Camp Achievement
Dec 2012
Best Customer Care Representative — 2010
Feb 2011
Zain City Partner's Exhibition — Front Line with PR
Jul 2010
Most Valuable Employee — 2008
Apr 2009
Sep 2005 — Jun 2009
Bachelor's Degree — Accounting
Foundational degree in accounting and business — the analytical grounding that still informs how I scope budgets, model risk, and read enterprise performance.
Modern Academy · CairoExecutive Education
Strategic Leadership in a Changing World
Selected onto the Kuwait Banking Association's national talent pool and sponsored by the Governor of the Central Bank of Kuwait to attend.
Harvard Business SchoolExecutive Education
Senior Management Program
Executive program covering strategy, leadership, and decision-making at the senior-management level.
Duke UniversityCertificate
Digital Mindset
Program focused on building the digital leadership mindset required to drive transformation across modern enterprises.
Technology College · Hong Kong
Featured · TEDx · 2023
TEDx Kuwait City — Humanising Technology
"Technology will not replace people. People who are using technology will replace you." — keynote on Humanising Technology and the human side of digital transformation.
TEDx · Idea Hero · 2024
TEDx Kuwait City — Idea Heroes
Joined TEDx Kuwait City "Brave and Brilliant" as an Idea Hero — consulting attendees one-on-one on their business ideas, ventures, and ambitions on the sidelines of the main stage.
Summit · 2023
The World CIO 200 Summit
Recognised among the finalists at the World CIO 200 Summit — hosted by GEC Media Group & Global CIO Forum, convening the region's senior technology leaders on enterprise transformation.
Keynote · 2014
HP ITSM Event — Istanbul 2014
Presented the success story of an enterprise ITSM implementation — case study of the HP OpenView Service Manager rollout and its operational impact.
Contact
Let's build something.
Open to advisory engagements, board roles, speaking invitations, and conversations with technology leaders across the region.