Working closely with delivery managers and applications support teams to monitor Applications operations and ensure meeting business needs and ensure no impact on business daily operations in efficient manner. 1. Applications SLA's monitoring
Day to day monitoring of applications support SLA's and managed service SLA's
Report SLA's status to Applications management on weekly basis
Working closely with applications support teams, delivery managers and external account managers to ensure meeting expected quality and SLA's
Working closely with managed service delivery managers to analyze, identify and continuously propose area of improvements
Identify and prioritize logged incidents within EICT applications
Audit tickets responses and resolutions
Investigate breaches and provide root cause reports with plan and monitor resolution
Work closely with delivery managers for recategorizing incidents tickets and request tickets between support groups and development groups
2. Applications KPI's monitoring
Day to day monitoring of applications support KPI's and managed service KPI's
Report KPI's status to applications management on weekly basis
Identifying improvement opportunities to optimize and automate where possible aiming to reduce incidents and boost users experience within EICT published applications domain
3. Business engagement
Communicate both internally and externally in order to build and nurture mutually beneficial working relationships to ensure meeting expectations and resolving business incidents
Day to day monitoring of customer satisfaction responses and focus on improvements
Act as first line of escalation for daily incidents to support Enterprise business users within EICT applications landscape
4. Release management
Lead early stage of applications operational planning, application technical transition and applications stabilization activities post go-live
Ensure successful knowledge transfer and knowledge retention through proper planning, engagement and documentation
Lead knowledge base documentation, business training and end user guide lines documentation
Identifying operations priorities and focus areas of applications support groups
working closely with other EICT stakeholders and external technology stakeholders to ensure information retention and applications continuity
Perform production audits to ensure maintaining applications authorization and profiles
Monitoring applications certificates and licenses to ensure having applications pre-requisites in place on time
Maintaining applications documents repository to avoid single point of failure and dependency on individuals
Refining go-live and post go-live processes with continuous improvements following established standards
Provide monthly or on demand reports of production releases and changes
Proactively coordinate and update process of changes with impacted stakeholders
Ensure meeting testing requirements and UAT approvals prior to production releases
Proactively identify possible incidents following applications releases
Perform audits to ensure
Maintaining and updating EICT service catalogue of applications
Maintaining and updating EICT product catalogue of applications
Coordinate disaster recovery activities following scheduled EICT drills exercise
Skills
Bachelor in Computer Sciences ITIL V3 foundation 10+ in applications operations management Preferred: Post-Graduate degree and preferred in Data Sciences
Advanced ITIL V3
PMP / Prince2
Risk Management, Technology governance and/or Compliance industry frameworks and methodologies qualifications such as COBIT, CRISC, CISA
TOGAF / any other Enterprise Architecture Framework
Other applications vendor specific certification
12+ in applications operations management
Job Details
Job Location
Abu Dhabi, UAE
Job Role
Information Technology
Preferred Candidate
Career Level
Mid Career
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