The Emirates Group Hiring for MANAGER TECHNOLOGY COMMAND CENTRE Job at Dubai Full Time

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.