Manager IT Planning & Governance
Saudi Air Navigation Services
مجموع سنوات الخبرة :9 years, 2 أشهر
As IT Operations Manager My Responsibilities
Include and not limited to:
Handling daily IT operations to ensure that the infrastructure are up & running by provide high degree of reliability and availability
Define new strategy along with continues process improvement as per the best practices in IT globally
Initiate many of IT Transformation projects in order to improv Customers Satisfaction (NPS)
Establishing SLA with business units and IT stakeholders, evaluating risk, costs, resource requirements, schedules & submitting delivery opinions. Crafting and reviewing services contract and SLAs towards KSA Vision-2030
Undertaking governance of day to day monitoring and control of the quality of the services, in accordance with the contracted Service Levels, including the SLMs, Availability Management, Incident Management, Change Management, Problem Management, Performance Management and IT Service Continuity
Maintaining adherence to IT Ops. standards and practices and consistently applying these standards.
Identifying & monitoring monthly metrics, KPIs, and operations reporting requirements.
Implementing tools to measure and report against performance. Aligning enterprise Operations Management/strategies with application roadmaps
Prepare reports using Power BI, Data virtualization
Developing & Monitoring escalation processes to ensure SLAs & OLAs are met.
Enhancing daily operational processes by performance tuning & automation for increasing productivity of the team
Oversee the helpdesk and desktop technicians and ensure that end users are receiving the appropriate services by ensure courteous, timely, and effective resolution of the end user issues. Manage all procedures related to the identification, prioritization, and resolution of all IT related
Solid technical background with an ability to give instructions to a non-technical audience
Customer-service oriented with a problem-solving attitude
Excellent written & verbal communications skills
Team management skills & analytical skills.
Management Information System
