BUSINESS SYSTEMS CONTROLLER
|Employment Type:||Full Time|
The role holder will be the infrastructure lead of Service Desk ME&I within dnata Travel with an objective to: – Manage service desk incidents related to infrastructure & lead Problem, Change (RFC/FCR) and Release Management including system outages – Work closely with Programme Delivery & Project Managers including team members in ME&I to deliver infrastructure related programmes/projects – Lead the infrastructure service analysts & be the escalation point of contact to the business – Conduct vendor service reviews on a monthly/quarterly basis to track/monitor IT infrastructure service performance & drive efficiencies to improve service availability – Collaborate with Tech. teams/vendors/ISP’s to monitor infrastructure performance & provide overall service reports on a regular basis to management – Pro-actively identify & analyse opportunities to improve service and automate business processes – Manage the Standard Operating Procedure for Service ME&I team & Knowledge Base for all applications related to infrastructure Accountabilities Plan – Coordinate with dT Tech. teams, ISP’s & vendors on a regular basis to review future CR’s and plan for impact on infrastructure – Continuously review & seek ways to enhance the service process to improve SLA’s to dnata Travel customers Deploy – Embed the adoption of Service management processes & techniques to achieve the resolution of incident tickets within agreed SLA’s meeting business expectations – Provide high quality post implementation system support to the users by encouraging best practices to improve productivity – Maintain up-to-date BCP’s & invoke as necessary, ensuring minimum impact to business Lead – Develop and leverage relationships with business stakeholders & vendors to define & deliver service to SLA’s – Lead and motivate the team to deliver our mission, demonstrate passion for the business and achieve service performance goals Execute – Pro-actively lead, facilitate and conduct review meetings with vendors, process owners and users and actively drive and produce comprehensive Causal Analysis reports & presentation which can be shared with dT Management. It is important that the jobholder maintains & seeks improvement to the service SLA provided to the user community and is able to influence and promote changes and improvements to infrastructure systems and processes. – Work in liaison with the Business Systems Manager and all relevant user stakeholders, to review, analyse and evaluate Vendor performance, ensuring that vendors are providing service based on business user expectations & per contract – Collaborate with Programme/Project Delivery Managers & Business Stakeholders to execute infrastructure projects for dT – Provide all users with in-depth system user expertise, guidance and assistance to promote and maximise system usage, functionality and business productivity – Provide status reporting to assigned line of business for their Service Incidents, validating SLA’s and ensuring the technology spend on Service is in alignment with business objectives & agreed budgets
QUALIFICATIONS & EXPERIENCE
Qualifications/ skills/ experience / knowledge Qualification & Education: – Degree or Honours (12+3 or equivalent) – Additional qualification in IT / Networking or IT Service Management is an advantage, but not mandatory Experience: – Minimum 5+ years’ experience in a Business Systems role (all roles) – Minimum 2+ years’ experience with managing IT infrastructure Service/Support in the travel business – Demonstrated problem solving & process improvement experience in IT Infrastructure – Experience in the travel industry or dnata applications is an advantage, but not mandatory Training & Knowledge: – Strong skills in problem solving – Strong knowledge of IT Infrastructure Management & Convergent Technologies – Ability to analyse business user requirements – Demonstrable logical, creative and analytical thinking skills – Industry leading numeracy / analytical skills – Excellent written and verbal communication skills
SALARY & BENEFITS
We offer an attractive tax-free salary, paid in Dirhams, the local currency of the UAE. The Dirham is linked to the Special Drawing Right of the International Monetary Fund. It has been held constant against the US dollar since the end of 1980 at a mid-rate of approximately US$1= Dh3.66.
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