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Manager - IT Production Services (IDC)

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Manager - IT Production Services (IDC)
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18000386 Requisition #
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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

1. 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.
2. Ensure systems availability as per agreed SLAs and corresponding support processes based on ITIL.
3. Leadership for delivery of 24/7 service operations and compliance. Leading and developing operational staff.
4. 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.
5. Ensures Disaster Recovery drills are planned and carried out effectively at agreed intervals and provide status update to relevant stake holders.
6. Experience with regulatory compliance issues, as well best practices in application and network security.
7. 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.
8. 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.
9. Development of IT operations governance process.
10. Define the Turn Over To Production process for all production services and responsible for maintenance of all IT Production documentation.
11. Build and lead the Release Management Team that will manage and coordinate all IT releases across all business units or IT business partners.
12. Actively participate in the IT strategic planning.
13. Facilitate the resolution of issues and problems within an ITIL framework, and manage escalations and issues as required
14. 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.
15. Mediate between internal teams, outsourcing partners and other stakeholders to ensure an open, clear and collaborative culture to optimize performance and productivity.
16. Lead Audit exercises and implement and own the process improvement activities to improve the overall Release Management processes.
17. Work closely with FZ IT sections to ensure that all IT Production Services are geared up to meet the growing demands of flydubai.
18. 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.
19. 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.

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 redudundant, 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

       Warning on Recruitment Fraud

          flydubai is aware of a number of e-mails, letters and SMS or Whatsapp messages in circulation                  recently, claiming to be offers of employment from flydubai.


          These offers often look legitimate and may include job descriptions, salary, and benefit details.

          The offers then direct recipients to provide bank account details.


          Although these offers may appear genuine, they are fraudulent and should be deleted                           immediately and not responded to.


           flydubai does not send emails, letters or other messages requesting your bank account details

           in order to process documents. flydubai will also never refer you to a third party to process                        applications or visas. Official communications from flydubai will only come from an email  

           address ending in @flydubai.com and job opportunities with flydubai are advertised on

           flydubai’s websites.

           If you receive any e-mail, letter or other message which you have not requested or are

           expecting and it purports to be from flydubai, please contact us at letstalk@flydubai.com and                    include the subject line “Recruitment Fraud” to confirm the authenticity of the message.

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