About the Role
The job holder is responsible for ensuring the proper management, operation, and maintenance of the company’s IT applications to ensure they are consistently available and high-performing for end users within agreed quality and timeframes.
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Responsibilities
Strategy and Planning
- Contribute to the development of IT Operations business plan ensuring alignment with the company strategy.
- Develop the operational plan for Application Operations in line with IT Operations business plan and IT & Digitization strategic plan.
- Implement plans and provide input to enable achievement of Application Operations goals that support the company’s overall strategic plans.
Budget Management
- Discuss Application Operations budgeting requirements with top management and provide input to the budgeting process.
- Ensure effective utilization of Application Operations budget, and report accurately on progress made and challenges encountered.
- Investigate and propose implementing initiatives that result in positive financial impact for Application Operations and mitigate financial and operational risks.
Application Operations Management
- Define IT application operations model in line with IT strategy to meet business requirements and objectives.
- Manage the operation of the company IT applications ensuring best-in-class operational performance.
- Ensure received incidents related to applications are properly handled and prioritized based on criticality, and recommend corrective actions to resolve issues in coordination with relevant stakeholders within the agreed SLAs.
- Manage production outages and escalations ensuring the correct stakeholders are involved to be able to drive resolution.
- Ensure proactive preventive maintenance activities are implemented on IT applications to enhance the availability of services.
- Validate the daily working plan of the company IT applications.
- Review change requests related to IT applications and provide support during the implementation of the changes.
- Monitor IT applications health, safety, and performance to minimize any potential damage and service outages.
- Recommend performance and hardware improvements, as well as resource optimization to achieve the IT applications objectives and KPIs.
- Ensure appropriate communication and reporting of the IT applications performance to all stakeholders.
People Management
- Participate in the identification and recruitment of key talent.
- Guide, mentor, and support direct reports in order to execute duties according to set policies and processes.
- Develop individual performance objectives, provide necessary support, evaluate/appraise team and provide regular feedback on performance.
- Establish a high-performance working environment and promote the company values.
Education
- Bachelor’s degree in Computer Science, Information Technology, or equivalent is required.
- Master’s degree in Information Technology Management, Computer Science, Business Administration, or equivalent is preferred.
Experience
- A minimum of 6 years of experience, with a preferred 3 years of experience in a managerial level.
Competencies
- IT Operations Management - Advanced
- Professionalism - Proficient
- Collaboration and Communication - Proficient
- Operational Excellence - Proficient
- IT Compliance - Advanced
- Database Design and Operations - Advanced
- Develop Teams - Proficient
- Information Systems Knowledge - Advanced
- Leading by Example - Proficient
- Infrastructure Management - Advanced
- Strategic Thinking - Developing
- Results Oriented - Proficient
- Customer Focus - Proficient
- Solving IT Incidents and Problems - Advanced
- Enablement of Change and Innovation - Proficient
