Infrastructure Operation Manager ISE BAE Systems Detica

Responsibilities:

To supervise operations/technical services professionals accountable for all aspects of server, networks, storage, backup, infrastructure applications and platforms and other backend services, including multi-platform, multi-software package technical support, problem identification, and resolution.

People Management:

Responsible for tasking , guiding and assisting direct reports to perform their daily activities in accordance with the policies and procedures

Actively participate in on-the-job training, mentoring and coaching of direct reports

Generate commitment, motivation and enthusiasm to team goals, and guide team members through periods of change or uncertainty

Provide clear direction, prioritize tasks, assign and delegate responsibility and monitor the workflow

Plan, monitor and review individual performance and provide regular feedback, development and coaching, taking prompt action where necessary

Provide opportunities for team members to suggest, participate in and contribute to improvement, innovation and knowledge sharing initiatives

Escalate to and assist the manager in resolving issues related to the team in areas of operations and personal grievances

Developing policies, procedures and standards:

Support designing and developing the policies, standards, procedures, tools, techniques, and plans that apply to infrastructure operations, including multi-platform, multi-software package technical support, problem identification, and resolution.

Identify and meet the strategic, and operational targets

Provide timely and appropriate advice and guidance to others on all aspects of technical support activities and their deliverables

Responsible for management and direction of 3rd line support team

Assist in aligning the team resources support ISE projects and services, applying ISE s standard processes

Demonstrably adhere to the processes such that exist and assisting in ISE achieving and maintaining industry level accreditation and maximising customer satisfaction.

Complete development activities identified in approved development plan

Infrastructure Operations:

Apply technical knowledge/experience to ensure that incoming incidents, problems, change requests and other events relating to technical infrastructure and services that require immediate/emergency response are attended to in a timely manner

Make timely and appropriate decisions on which infrastructure product/service changes, repairs or replacements to approve in response to problems, incidents, change requests and/or other events

Ensure that all changes and repairs to technical infrastructure and services refreshes have appropriate change control mechanisms applied to them

Ensure that maintenance of technical infrastructure and services is undertaken regularly.

Monitor, in a timely and accurate manner, the quality and effectiveness of IT infrastructure service and their deliverables, providing metrics and management information for review by internal and external sponsors, stakeholders individuals and other bodies, as appropriate

Analyze and evaluate incident/problem reports and makes recommendations to reduce help reduce the service desk call rate.

Responsible for all aspects of Infrastructure service delivery to include SLA compliance, customer satisfaction and operations centre financials.

Responsible for all data centre facility and infrastructure operations and maintenance

Ensure all configuration items (CIs) and infrastructure asset records are up-to-date and accurate

Liaise with 3rd parties (vendors and service providers) to ensure infrastructure services are performed as per the SLAs and maintained in that respect Lead service restoration and disaster recovery activities for all DC and infrastructure services

Reporting and forecasting:

Problem and service recovery reports including proactive problem management and root cause analysis

Technical reviews and analysis of change requests

Technical reviews, analysis and recommendations on availability, performance and capacity reports

Input into technical risk and issue registers

Architectural documentation reviews (project designs etc)

Ensure all procedure documentations and guide manuals are established and maintained for DC and infrastructure systems and applications

Establish and maintain disaster recovery plans and procedures for all DC and infrastructure services

Job Requirements:

A minimum of 3 4 years of experience in a similar setup is a must with preferably 1 year in a supervisory role

Fluent in Arabic and English

Bachelor s degree in IT preferred

Relevant IT certificates

Knowledge about IT Service Framework