IT Infrastructure Operations Senior Manager
KEY EXPECTED ACHIEVEMENTS
- Control the complexity and costs of the system (TCO) with a long-term vision (Maximize the reuse of solutions)
- Execute IT strategy by Declaring arbitrations on the build and run perimeters, adapting capacities, proposing priorities, controlling budgets & by guaranteeing user satisfaction
- Directly accountable/responsible to manage IT Infrastructure operations in the scopes of DAP and NET utilizing the 24X7 support team and the operations team.
- Main escalation point for any IT infrastructure issue concerning Network and Server Infrastructure.
- Play the role of an Incident manager, in mobilizing different teams and facilitating the resolution of major incidents
- Promote and enforce the ITIL process
- Escalation management on complex or unsolved incidents to SMEs, third-party specialists, and vendors.
- Identify IT risks and maintain them in a centralized repository along with the risk response strategies
- Identify opportunities and recommend solutions that will enhance future operations and increase the availability
- Implement good engineering practices and improvements in processes & operations
People Management & Continues Improvements
- Create an environment conductive to team autonomy and performance
- Developing people (direct or indirect line management) on a continuous basis, taking into account the needs of the organization and the aspirations of the people
- Inspire and engage its teams and partners by driving a dynamic of continuous progress and innovation within the agreed quality framework.
- Reflects continuously on how to become more efficient, then develops and adjusts the team's standards
- Monitoring and tracking of support team KPIs