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Job description / Role
- Responsible in ensuring effective operations, monitoring and reporting of Production environments of IT applications and IT infrastructure on a 24 x 7 Operations with Disaster Recovery and BCP Planning, which includes IT solutions / Services hosted both on premise and in the cloud.
- Ensures seamless, transparent execution of all processes and change management activities across the IT organization by applying process improvement, change management methodologies, communication planning, organizational/compliance readiness assessment and stakeholder analyses.
- Leads the design of the IT organization's overall operational process structure, including creating a process hierarchy that streamlines IT processes, eliminates redundancy and ensures compliance.
Key Accountabilities
Key Activities
- Manage day-to-day operations of Production Environments. Develop and implement a strategy to ensure operational service levels are met or exceeded and develop contingency plans as necessary to address incidents or resolve service related issues.
- Ensure systems availability as per agreed SLAs and corresponding support processes based on ITIL.
- Leadership for delivery of 24/7 service operations and compliance. Leading and developing operational staff.
- Effectively supervise the operations of highly-available complex infrastructure with 24/7 availability of Corporate infrastructure and the Data Centers to ensure the availability of all servers and services required by flydubai, which includes IT solutions / Services hosted outside FZ.
- Ensures Disaster Recovery drills are planned and carried out effectively at agreed intervals and provide status update to relevant stake holders.
- Experience with regulatory compliance issues, as well best practices in application and network security.
- Responsible for local inventory maintenance and software license management. Manage licensing and maintenance contracts related to IT Production environments to ensure the continuity of services.
- Contributes towards infrastructure and application services vision, enables innovation and seeks to leverage IT trends that can create business value consistent with the company's requirements and expectations.
- Development of IT operations governance process.
- Define the Turn Over To Production process for all production services and responsible for maintenance of all IT Production documentation.
- Build and lead the Release Management Team that will manage and coordinate all IT releases across all business units or IT business partners.
- Actively participate in the IT strategic planning.
- Facilitate the resolution of issues and problems within an ITIL framework, and manage escalations and issues as required
- Present operational performance metrics and status across the IT Production Environments to the rest of the company, in terms of dashboards, performance, improvement plans etc.
- Mediate between internal teams, outsourcing partners and other stakeholders to ensure an open, clear and collaborative culture to optimize performance and productivity.
- Lead Audit exercises and implement and own the process improvement activities to improve the overall Release Management processes.
- Work closely with FZ IT sections to ensure that all IT Production Services are geared up to meet the growing demands of flydubai.
- Ensures that all changes to FZ IT Production environments are planned as per agreed Tier level maintenance windows and necessary approvals are available for unplanned changes/outages.
- Owner of IT-wider Change Management, Release Management, Incident Management, Service Asset & Configuration Management and Service Level Management processes. And ensure the same are implemented effectively within IT.
Requirements
Minimum Qualifications / Experience/ Knowledge / Skills
Minimum Qualification
- A university degree in business or technology. BS in Computer Science, Computer Engineering, Business or similar fields is highly desired with MSc or MBA preferred.
- AWS or AZURE certifications
Experience
- 12+ years' total experience, including 6+ years in a production 24/7 high-availability multi-site enterprise of mission critical systems, ERP and CRM environments, including application hosting, voice and data networks, security and information protection and 4+ years' experience with high availability networks and replicated disaster recovery architectures.
- 10 to 15 years of IT and business/industry work experience, with at least 3 years of experience in managing multiple medium to large cross-functional teams or projects, and influencing senior level management and key stakeholders.
- Hands-on technical depth with direct oversight, problem solving leadership and participation for complex infrastructure implementation, system upgrades and Operational troubleshooting.
- Experience in areas such as process design, re-engineering, organizational transformation, ITIL, Six Sigma and Lean and/or CMMI.
- Strong process engineering experience in implementing and streamlining IT Service Management functions.
- Experienced in managing compliant operations and ensuring successful internal, external and FDA/EMA audits.
- Demonstrated progressive experience in the management of a technical support team.
- Extensive years of experience in managing Travel Reservation System or similar mission critical systems.
- Extensive years of experience on Distributed Systems such as e-commerce sites, mobile devices, kiosks, and point of sale systems
- Extensive years of experience on Enterprise Applications such as ERP, SAP, Ariba, or Maximo.
- Demonstrated years of experience on managing Cloud-based development and test environments.
- Extensive years in Test Systems or Test Environment Management or similar function, with at least 8 years in a management role.
- Extensive years' experience as a Manager leading System Maintenance and Environment Management planning, coordination and verification activities for a division or group.
- Experience with comprehensive disaster recovery architecture and Operations, including storage area, network and redundant, highly-available server and networks architectures.
- Proven ability at quickly assessing the impact of technical issues on the business, making decisions appropriately and communicating the same to relevant user levels.
- Experience in managing AWS or AZURE Virtual Private Clouds
- Proven leadership experience managing cross-functional teams and influencing senior level management and key stakeholders.
Knowledge / Skills
- Strong ITIL Release Management process knowledge.
- Strong Project or Portfolio Management process knowledge.
- Proven knowledge of IT infrastructure, architecture, applications development and support, networks, and computer operations.
- Broad technical knowledge of network and PC operating systems including Windows Server/Desktop OS, Virtualization, Business Applications, Networking.
- PC literacy and MSOffice skills (Visio, Outlook, Word, Excel, PowerPoint) required.
Certificate / License required
- Certification in ITIL required.
- ITIL Foundations V3 Certified.
- Project Management Professional (PMP) certification.
- AWS or AZURE Certification
Core Competencies
- Customer Focus
- Team work
- Effective Communication
- Personal Accountability & Commitment to achieve
- Resilience and Flexibility (Can do attitude)
- Strategic Thinking
- Business Acumen
- Inspiring & Developing others
- Decision Making
About the Company
Dubai-based flydubai strives to remove barriers to travel and enhance connectivity between different cultures across its ever-expanding network. Since launching its operations in 2009, flydubai has:
- Created a network of more than 90 destinations in 44 countries.
- Opened up 62 new routes that did not previously have direct air links to Dubai or were not served by a UAE national carrier from Dubai.
- Operates a single fleet type of 58 Next-Generation Boeing 737-800 aircraft and will take delivery of more than 100 aircraft by the end of 2023.
In addition, flydubai's agility and flexibility as a young airline has enhanced Dubai's economic development, in line with the Government of Dubai's vision, by creating trade and tourism flows in previously underserved markets.