MANAGER TECHNOLOGY COMMAND CENTRE

Job Purpose: To plan, develop, deploy and manage IT Operations, including
Service Desk support across the entire Emirates Group Network, ensuring
coordination of all operational services, with the aim to formulate and review
of strategies towards achieving customer service goals as committed in the
Service Level Objectives. Job Outline: - Ensure that proactive monitoring of
all IT devices across the Emirates IT Corporate network is carried out in an
efficient way, so as to minimize incidents and provide maximum availability of
systems and applications to the business. Ensure that the necessary inputs are
made available to other teams for efficient planning of capacity and
availability of systems as well as networks across the Emirates IT Corporate
Network. - Define the customer support strategy for the Service Center,
incorporating feedback from IT Business Technology Solutions. Implementation
should balance customer service and cost effectiveness of a service. - Reduce
IT operational risks to an acceptable level by identifying and classifying
risks, defining and implementing mitigation actions that have support from IT
Infrastructure Management and IT Strategy & IT Architecture. Monitor progress
of mitigation actions taking corrective measures where required. - Take
overall responsibility and ownership of the Incident Management Process,
ensuring its smooth functioning and that process improvements are continuously
implemented. Ensure that relevant targets are set in line with the Service
Level Objectives defined by IT Service Management and that these targets are
achieved. Ensure timely, appropriate, clear and targeted communication about
service results, is managed for both internal and external customers. - Ensure
that the planning, scheduling and testing of failover for all relevant
applications are carried out as per the continuity procedure laid out by IT
Service Continuity Management. - Optimize operational costs and reduce per
unit costs to sustain the exponential growth of Emirates Group without
compromising on the quality of the IT operational services rendered by
managing costs and budget. Ensuring that the entire operation is maintained
under approved budget and constant improvements are made to all services
offered in accordance with best practices. - As member of IT Service
Operations- senior management, responsible for, supporting definition of IT
objectives & priority areas, defining IT-TOC goals & objectives, establishing
effective action plans in the department to support IT objectives, assessing
IT-TOC performance against IT objectives, rating performance of managers &
senior staff across IT-TOC and managing performance & development of all staff
in their own department. - Enable optimal staffing of large rostered teams by
ensuring sufficient ongoing training is provided, staff are adequately
resourced and kept up to date with changing standards, technologies and
processes at IT. This is critical given the variety of issues and impact of
potential incidents that the operational teams support across the Data Centre,
Service Centre and Monitor Management teams. - Drive industry best practice
research with the aim to continuously improve planning and managing of
operational budget so that all activities are carried out maximise
productivity and enable cost efficiency. - Plan, design, own and execute
measures to improve the first level fault resolution objective of the
Technical Operations Centre.
Qualifications & Experience: Information Technology.Project Management : ‎10+
Years University degree - Engineering Degree is Preferred. • University degree
- Engineering Degree is Preferred • Min ‎15 Years in Information technology of
which at least ‎10 years experience in a Service Management / Technology
Operations domain. • Min ‎5 years' experience in a leadership/Snr Management
role in Service Management or Command Centre Operations. Knowledge/skills: IT
Service Management Service Operations Management Organization design and
implementation Financial management for IT IT Management Information security
IT measures and metrics (KPIs) IT Quality Management Safety Sensitive Role: No
Salary & Benefits: Join us in a management role and enjoy an attractive tax-
free salary. On top of our generous travel benefits, including discounted
flights and hotel stays around the world, this managerial role also has an
excellent leave and healthcare package. That's on top of transport benefits,
life insurance and more.