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 the Technical Operations Centre is trained regularly.
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 calls, emails, and incidents reported, outbound call volumes, all departmental mailboxes and distribution lists, various web channels applicable, alerts & events, scheduled tasks, FCRs and RFCs) so that adequate staff are rostered every month 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.
-To promote and manage a learning and development culture within the team where knowledge is shared and training is provided to not only ensure that individuals can excel within their roles but are personally organized based on the individuals needs and potential.
-Continuously review, improvise and implement support process & procedures for existing systems in line with the departmental policies and coordinate with other service providers to ensure that Service level agreements are met. Ensure regular meetings with support teams are held to reduce the instances of SLO breaches.
-Act as an escalation point (SPOC) for MITs/BITMs. Understand the changing business needs of the customers, recommend priorities and escalation procedure for implementation and give the necessary feed for formulating the SLOs.
-Work closely with other key process areas such as problem management and change management to ensure to discuss the status of open problems to integrate status into IM reporting and recommend Service Level improvements.
