Manager - Infrastructure & Technical Operations - Abu Dhabi, United Arab Emirates - Injazat

Injazat

Verified Company

Abu Dhabi, United Arab Emirates

1 week ago

Posted by:

Ahmed Al-Mansouri

beBee Recruiter

Description

Overview:

This role is to drive and ensure the technical assurance for AMS [Packed, Custom developed (Java,.net, etc.,), COTS & SaaS Application Support] and IMS operations.

Some of the key process areas includes Service Introduction process, Major Incident management process, Problem Management process, Change and Release process etc.

Responsibilities:

Act as the Point of Contact for the AMS & IMS support related issues and technical SME for doing the review on the various deliverable on the support operations.

Technical Assurance

Act as the Technical Owner for IMS and AMS operations
Provide Technical Governance and Assurance for all technical areas and issues
Lead Technical solutions for critical P1 and P2 issues and own Technical RCA for Problem Management
Proactively review EOL/EOS for IMS and AMS and recommend solutions to upgrade / modernize the estate
Owns the Technical Debt and provide technical solutions for continuous service improvements
Review manual operations work items and recommend technical solutions / tools to automate manual work
Collaborate with Automation team to implement technical solutions for selfhelp / selfheal

Continuous Service improvement & Transformation

Define and understand the resilience & reliability strategy & technology roadmap for Application support related transformation
Identify emerging technology patterns to expand capability in Injazat
Identify toils and strategize the automation to continuously improve the maturity.
Perform the ticket categorization review and identify the technical debts in the Application support area and drive the continuous service improvement to eliminate the technical debts
Continuously improve the Transformation process through a closed loop feedback mechanism
Create the benefits realization plan and measure outcomes to gauge effectiveness of transformation

Major Incident Management Area & Problem Management

Ensure the quality of the Root cause analysis on technical front is reviewed before deliver to customer
Liaise with the Business, Venders and IT stakeholders (both internal and external) during Application support related Incident Problem Management tickets
Ensure periodic trend analysis (Severity 3/4) of incidents related to Application support to identify problem areas and implement permanent fixes
Technical details on known errors are added to the KEDB along with the work around information shared with team
Ensure incident recurrence is monitored for a defined period after deployment of permanent fixes

Service Introduction Process

Perform technical Review and provide the feedback during the presales phase of the pursuit
Understand the non functional requirements on Applications
Conduct service deliverable audits; Guide Go/No Go for critical releases and service introduction

Qualifications:

Minimum Qualifications:

Bachelor's Degree in technology
ITIL Expert (v3) or similar frameworks

Minimum Experience:

15+ years' experience in information technology, service transitioning and customer on boarding
Bachelor's Degree in Computer Science, Technology, or a related field of study preferred.
Demonstrate the technical knowledge on the Applications support area. Able to review and add value to the service delivered by the respective capability team
Experience in stakeholders management across multiple streams, projects and operations.

Behavioral Competencies:

Technical Strategic Thinking

Level - Drive for Excellence

Level - Customer Orientation

Level - Teamwork & Collaboration

Level - Credibility Building

Level - Adaptability

Level 1