INCIDENT MANAGER

Job Purpose: To manage the Technical Operations Centre on an operational and
administrative level. To ensure that the incident management and operational
management process are understood, lived and continuously improved within
Emirates Group IT and that the staff of Technical Operations Centre is trained
on a regular basis. Job Outline: - To ensure that all TOC services are
provided to Emirates Group and External Clients within agreed Service Level
Objectives (SLOs). To perform trend analysis on the various work streams of
the TOC (including but not limited to inbound volumes of call, emails, and
incidents reported, outbound call volumes, all departmental mailboxes and
distribution lists, various web channels applicable, alerts & events,
scheduled tasks, FCR?s and RFC?s) so that adequate staff are rostered on a
monthly basis for the operational processes to run smoothly. - Manage the
relevant processes involved across the Technical Operations Centre acting as a
process champion and process specialist. This includes but is not limited to
the Incident Management Process, the Operational Management process, the
Monitoring Management Process and inter department processes. - To manage,
monitor and control the staff of the TOC by ensuring that all departmental
policies are properly met to achieve a consistently high level of service to
the users. - Be involved in the recruitment process i.e. to initiate request,
put forward the justification for management, obtain the necessary approvals,
co-ordinate with HR, shortlist and make the final selection of suitable
candidates to efficiently perform the IM roles within the TOC. - To manage the
implementation of support for new IT products, systems and services including
the validation of all handover documents and ensure it aligns with the
standard TOC procedures. - Ensure SMART objectives are set for individuals in
his/her team and help them achieve it, to maintain a competitive team spirit
through a qualitative service support delivery.
Qualifications & Experience: Information Technology.Other : ‎5+ Years Degree or
Honours (‎12+‎3 or equivalent) : Relevant industry standard certification for
example in ITIL/CCNA/MCSE Experience: - ‎5+ yrs of specialist technical
experience within an IT operational based environment. - Must have extensive
proven experience in Airline systems and operations and environments of a
similar size and complexity Knowledge/skills: - Incident and Service Desk -
Problem Management - Infrastructure - Operations - User support - Leadership
Salary & Benefits: Join us in Dubai and enjoy an attractive tax-free salary
and travel benefits that are exclusive to our industry, including discounts on
flights and hotels stays around the world. You can find out more information
about our employee benefits in the Working Here section of our website
www.emirates.com/careers. Further information on what's it like to live and
work in our cosmopolitan home city, can be found in the Dubai Lifestyle
section.