Head of Service- Enterprise Tools and Automation

1 week ago

Abu Dhabi, Abu Dhabi, United Arab Emirates First Abu Dhabi Bank Full time

JOB PURPOSE:

The Head of Enterprise Tools andAutomation is a key leadership role responsible for the managementsupport and strategic development of enterprise tools includingobservability platforms (e.g. AppDynamics) IT infrastructure andnetwork monitoring solutions (primarily OpenText) IT ServiceManagement (ServiceNow) and AIOps tooling. This role is critical toensuring operational efficiency enhancing service quality anddriving continuous improvement and innovation across theorganisation.

KEY ACCOUNTABILITIES:

The Head ofEnterprise Tools and Automation is accountable forthe support maintenance and strategic development of key enterprisetools including observability monitoring ITSM and AIOps solutions.The role ensures optimal tool performance leads upgrades resolvesincidents and service requests and manages outsourced supportservices. Additionally the role drives continuous serviceimprovement (CSI) initiatives identifies automation opportunitiesand implements solutions to enhance operational efficiency andreduce costs.

JOB CONTEXT

SpecificAccountability

ContinuousService Improvement(CSI)

  • Recognize andexecute opportunities for Continuous Service Improvement (CSI) toboost operational efficiency and servicedelivery.
  • Create and sustain a CSI roadmap thataligns with business goals ensuring a clear path for ongoingenhancements.
  • Work with stakeholders to assessand enhance key performance indicators (KPIs) for IT servicequality ensuring that improvements are measurable andimpactful.
  • Foster a culture of continuousimprovement by encouraging feedback and suggestions from all levelsof the organization promoting innovation and proactiveproblemsolving.
  • Provide training anddevelopment for staff on new automation tools and CSI practicesensuring they have the skills and knowledge to effectivelyimplement and manage improvements.
  • Collaboratewith crossfunctional teams to identify areas where automation canbe applied to improve service delivery and operationalperformance.
  • Benchmark against industrystandards and best practices to ensure that CSI efforts are alignedwith the latest trends andtechnologies.

Automation/AI

  • Leada team of automation engineers and specialists to develop andimplement automation solutions that enhance operational efficiencyand reduce costs.
  • Drive the adoption ofautomation technologies including AIOps to improve proactiveincident resolution and reduce manualinterventions.
  • Oversee the development ofscripts bots and workflows to streamline processes across IToperations.
  • Integrate automation tools andtechnologies to streamline processes reduce manual intervention andincrease efficiency.
  • Implement automatedmonitoring and reporting systems to quickly identify and addressservice issues ensuring minimal downtime and rapidresponse.
  • Leverage AI and machine learning topredict and prevent potential service disruptions enhancing thereliability and stability of services.
  • Automateroutine tasks and workflows to free up resources for more strategicinitiatives allowing teams to focus on highvalueactivities.
  • Conduct regular reviews and auditsof automated systems to ensure they are functioning optimally anddelivering the expectedbenefits.

EnterpriseToolsManagement

  • Oversee thesupport maintenance and upgrades of enterprise tools ensuringmaximum availability and reliability.
  • Leadendtoend lifecycle management of observability monitoring and ITSMplatforms ensuring alignment with organisationalneeds.
  • Manage incidents service requests andchange requests for all tools within the suite ensuring SLAadherence and timely resolution.
  • Overseeoutsourced managed services for tooling support ensuring vendorcompliance with performance and contractualagreements.
  • Key support tools include:MicroFocus/OpenText AppDynamics PagerDuty ThousandEyes Cloud NativeMonitoring Continuity Patrol and ClarityPPM.
    • ProjectManagement
      • Leadkey projects related to enterprise tool implementation upgrades andintegration.
      • Develop and manage comprehensiveRFPs to engage partners for services andprojects.
      • Operate within Agile methodologydriving sprints for tool enhancements and automationinitiatives.
        • FinancialManagement
          • ManageOPEX and CAPEX budgets with a strong focus on cost optimisation andvalue realisation.
          • Identify opportunities forcost savings and operational efficiencies in tooling and automationinvestments.
            • TeamLeadership
              • Managea crossfunctional team of Site Reliability Engineers (SREs)analysts andengineers.
                • Fostera culture of innovation collaboration and continuouslearning.
                • Provide leadership and mentoring todevelop technical and professional capabilities within theteam.

Qualifications:

  • Bachelorsdegree in Computer Science Information Technology or a relatedfield (Masters preferred).
  • 10 years ofexperience in IT operations enterprise tools management andautomation.
  • Proven experience leading teams andmanaging enterprise tools in a largescaleorganization.
  • ITIL Foundation certification ismandatory V4 preferred.
  • Experience with RFPcreation and vendor engagement.
  • Strongknowledge of IT budgeting including OPEX and CAPEXmanagement.

SkillsRequired

  • Experience onGenAI and customizing large language models (LLMs) involves severaltechniques to tailor them to specific tasks ordomains.
  • Strong expertise in enterpriseobservability and logging tools (e.g. AppDynamicsELK) ITinfrastructure and network monitoring (e.g. OpenText) and ITSMplatforms (e.g. ServiceNow).
  • Indepthunderstanding of AIOps tooling and its application to IToperations.
  • Proficiency in automationtechnologies including scripting (e.g. Python PowerShell) andworkflow orchestration tools.
  • Experience inAgile project management and sprintplanning.
  • Knowledge of RFP creation and vendormanagement processes.
  • Budget managementexperience with a proven ability to manage OPEX and CAPEXefficiently.
  • Excellent leadership and teammanagement skills with experience managing crossfunctionalteams.
  • Strong analytical and problemsolvingskills with a CSI mindset.
  • Effectivecommunication skills to interact with technical teams seniorstakeholders and external vendors.
  • Ability tomanage multiple priorities and work under pressure in a dynamicenvironment.
  • Proactive strategic thinker with afocus on innovation and operationalexcellence.
  • Key SuccessIndicators
  • Enhanced reliabilityand performance of enterprise tools.
  • Measurableimprovements in operational efficiency and servicequality.
  • Successful implementation ofautomation solutions delivering cost and timesavings.
  • Effective management of vendors andoutsourced services ensuring SLAs are met.
  • Highlevels of employee engagement and teamperformance.

RemoteWork :

No

EmploymentType :

Fulltime

Key Skills
Marketing &Promotions,Attorney At Law,Jni,Airlines,Art
Experience: years
Vacancy: 1

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