Explore insightful interviews with ExtraMile by KnowledgeNile, where experts delve into innovative technologies, strategic marketing approaches, and their professional journey.
For today’s session, we are excited to feature Michael Makar, the Executive Director for MEA Services at ITWorx. With around three decades of existence and cutting-edge services, the firm is able to assist Fortune 100 companies and government bodies to drive innovation and achieve success.
ITWorx is known for their end-to-end approach and high-impact solutions across industries and businesses. As a major contributor to the company’s success, Makar looks after its services across the Middle East and Africa. He ensures planning effective service strategies, valuable service delivery, and satisfied customers through consultancy.
Discover Makar’s wisdom in revolutionizing technologies, digital transformation, KPIs for effective service delivery, methods to eliminate cyber risks, significant challenges that ITWorx faces, and more.
Welcome Michael! We’re glad to have you with us!
You recently attended the global tech event, LEAP Conference, in Saudi Arabia. Can you share the key takeaways from the event and discuss the major innovations that attracted your attention?
Ans. LEAP 2025, held in Riyadh, Saudi Arabia, from February 9 to 12, 2025, is recognized as a major global tech event and the most influential and it reflects the Kingdom's ambition in the tech sector. It attracted thousands of attendees, speakers, and investors from around the globe showcasing cutting-edge innovations in various tech sectors.
The event covered a wide range of topics, including Fintech, Edutech, Smart Cities, Health technology, the Fourth Industrial Revolution, Energy, Gaming, and of course Artificial Intelligence (AI) among others. It showcased cutting-edge technologies and innovations across these sectors, providing a glimpse into the future of tech.
Co-located with LEAP, DeepFest 2025 focused on AI and its applications across various industries. It highlighted the latest advancements in AI and its potential to transform sectors like healthcare, education, and smart cities.
Overall, LEAP 2025 provided an unparalleled networking opportunity and facilitated critical partnerships and investments, further strengthening Saudi Arabia's position in the global tech landscape and it closely tied to the kingdom’s Vision 2030
These takeaways highlight the significance of LEAP 2025 in driving technological advancements and fostering global collaboration in the tech industry
Michael, you have spent more than two decades in the tech sector. What are the most significant changes you have witnessed in these years, and how do you think these changes have influenced the future of tech?
Ans. There has been an unforeseen and significant evolution in the tech industry in multiple domains and segments, changes that collectively transformed the tech landscape, driving innovation and shaping the future of various industries. Let me name some here:
- Artificial Intelligence (AI) has made substantial advancements, applications ranging from voice and image recognition and natural language processing to autonomous vehicles and predictive Machine learning algorithms have improved, enabling more accurate and efficient data analysis, and leading to improved decision-making processes and enhanced customer experience.
- Revolution in Cloud Computing and growth in data storage and processing allowing individuals and companies to remotely store and access substantial amounts of data securely and reduce the need for local data centers and It provided scalability, elasticity as well as cost savings.
- Significant improvement in Augmented Reality (AR) and Virtual Reality (VR) technologies offering unique gaming experience and significantly enhanced user
- Social Media Platforms have become an integral part of our life, it shaped how we communicate and share These platforms evolved from simple communication sites to comprehensive digital and media ecosystems which transformed marketing and social engagement.
Heading the global service delivery operations at ITWorx, which key performance indicators (KPIs) do you prioritize while measuring the effectiveness of service delivery across regions?
Ans. Given ITWorx DNA, our customers are at our heart and accordingly our number one KPI is customer satisfaction, we not only deliver with un-compared high quality standards, but we also function as business partners to our customers, and this is one of our main value propositions.
We also prioritize team productivity, cost expenditure and profitability and employee engagement and satisfaction.
Continuous tracking for these KPIs helps identify areas for improvement and make data-driven decisions and enhance service delivery across regions. This is in alignment with our strategic framework and the organizational goals and objectives.
ITWorx is an all-in-one IT service provider that offers facilities, including cloud, cybersecurity, data, AI, digital experience, and enterprise platforms. What challenges does the company usually face while efficiently providing each service?
Ans. We often face several challenges while efficiently delivering our services to our customers, some of those key challenges include:
- Unclear Requirements: One of the biggest challenges is unclear or unspecified requirements which results in delays and You cannot build a product without clear requirements; this can lead to misalignment between the product outcomes and client expectations and is the number 1 reason for customer dissatisfaction.
- Integration challenges: Integrating software solutions with existing systems and third-party services can be Ensuring seamless integration is crucial for the smooth operation of the software.
- Cybersecurity concerns: With increasing cyber threats, we prioritize security measures to protect our infrastructure and our customer Ensuring the security of software solutions is a significant challenge.
- Technical Debt: Accumulated software development decisions that compromise future development efforts can lead to technological This includes outdated technologies or poorly documented code that make maintenance and updates difficult.
- Scalability Issues: Managing increased data volume, user load, and integrating new features can be complex and resource intensive.
- Talent Acquisition and retention: Finding and retaining skilled software developers is a persistent The demand for technical expertise often exceeds the supply, leading to talent shortages that can disrupt project timelines.
Addressing these challenges requires a combination of strategic planning, investment in technology, continuous training, and a focus on quality assurance and security.
What is the significance of digital transformation in the current times? How do companies of all sizes strategize for digital transformation?
Ans. Digital transformation is crucial in today's rapidly evolving business landscape, it fundamentally changes how companies operate and deliver value to customers. Digital transformation involves integrating digital technology into all areas of a business, this integration leads to improved efficiency, innovation, and customer experiences.
DT targets improving organizational adaptability and resilience capabilities, it also focuses on improving customer experience by leveraging technology as well as operational effectiveness through digital tools and automation.
In many cases, digital transformation is not just about growth but also about survival. Companies that do not adapt to digital trends risk becoming obsolete.
Overall, digital transformation is essential for businesses to thrive in the current digital era, enabling them to stay competitive, innovative, and responsive to market rapid changing conditions.
What contributions does cloud computing make to digital transformation efforts? What are the key considerations of successful cloud migration?
Ans. Cloud computing plays a pivotal role in digital transformation efforts by providing key contributions:
- Scalability and Elasticity: Cloud computing offers unprecedented elasticity and scalability, allowing businesses to scale resources up or down based on demand which ensures handling growth and fluctuations
- Cost Efficiency: By shifting from Capex to OpEx model, cloud computing enables businesses to pay only for the resources they This reduces upfront costs and allows for better financial planning.
- Enhanced Remote Work: Cloud services facilitate remote work by providing access to resources from anywhere at any This supports the mobile workforce and ensuring business continuity.
- Innovation and Agility: Providing access to the latest technologies and tools, this allows businesses to adapt quickly to changing market conditions, fostering a culture of continuous
- Robust Security: Cloud providers offer robust security measures and compliance with industry standards, ensuring that data protected and meets regulatory
- Emerging Technologies Support: Cloud computing supports the integration of emerging technologies such as AI, IoT, and machine learning, which are essential for driving digital transformation
- Environmental Sustainability: Cloud computing contributes to environmental sustainability by reducing the need for physical This aligns with organizations' goals to reduce their carbon footprint.
Overall, cloud computing is a cornerstone of digital transformation, enabling businesses to innovate, scale, and operate more efficiently in the digitaler
The worldwide digital shift has also brought unignorable cyber threats. What are the common methods that IT and non-IT professionals can practice to limit cyberattacks?
Ans. IT and non-IT professionals can significantly reduce the risk of cyberattacks and protect their organizations' digital assets by adopting multiple approaches and measures. Cybersecurity awareness training courses are crucial. Regular software updates to ensure up to date and the latest protection mechanisms applied.
Implementing strong password policies and multi factor authentication to add an extra layer of security.
Additionally, antivirus and anti-malware software and network security measures applied. Access controls enforced using the principle of least privilege, limiting administrative access to critical systems and data.
By integrating these methods, organizations and individuals can fortify their defenses against cyberattacks and safeguard their digital assets effectively.
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