Incident Manager
6 months ago
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 the Technical Operations Centre is trained regularly.
Job Outline:
- 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 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 individual's 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 SLO's.
- 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.
- Qualifications & Experience: -Relevant industry-standard certification for example in ITIL/CCNA/MCSE
- 5+ years 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
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