About the Role
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Responsible for supervising Operational & System Improvements resources, including workforce, equipment systems, and facilities, while ensuring efficient IT support to OAS operations, management, support teams, and other stakeholders. Directly monitors Support Desk, IT Assets, Procurement Support, or Telecom Support to achieve SLAs and maintain operational and financial KPIs. Represents the Operations & System Improvements department in functional meetings to provide IT updates through reports and charts as required for analysis and management decisions.
Operational
- Provide detailed analysis to Management in selection, implementation, and support of IT projects & solutions in conjunction with IT, MATAR IT, and Operations within approved schedules and budgets.
- Supervise administered IT systems, IT Assets, and Telecom framework effectively.
- Act as a 1st level escalation contact for IT discrepancies and resolve issues within agreed SLAs.
- Lead and provide technical advice to Operations & System Improvements Agents and stakeholders, assisting them in complex technical issues.
- Implement Operations & System Improvements performance KPIs and publish reports related to IT Assets, Telecommunication, and Support desk.
- Ensure effective communication with internal & external stakeholders.
- Monitor Support Desk functions, which include but are not limited to:
- Supervise day-to-day Support Desk activities and address escalated issues.
- Optimize resource utilization during shifts.
- Maintain 24/7 support for all departments.
- Oversee IT Assets, Procurement, and Telecommunication control functions including but not limited to:
- IT Assets, Procurement, and Telecom systems administration.
- IT Stores monitoring and maintain minimum/maximum limits of required stocks.
- Plan, initiate, and monitor procurement of IT assets, activation of telecom services, and support for fixed and mobile assets.
- Plan and conduct periodic IT Assets and operational communication cost control audits.
- Ensure optimal utilization of IT resources and initiate cost control measures.
- Propose best solutions for business requirements.
- Prepare business cases and CMCs for assigned IT projects.
- Perform other department duties related to this position as directed by the Head of the Department.
Be part of an extraordinary story
Your skills, imagination, and ambition can thrive here. There are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and tackle the biggest, most rewarding challenges, building your skills and experience. Join us in daring to achieve what has never been done before—together, everything is possible.
About You
To succeed in this role, candidates should meet the following qualifications and requirements:
- High School Qualification / Vocational Qualification / Diploma or Equivalent with a minimum of 4 years of job-related experience.
- Bachelor's Degree or Equivalent with a minimum of 3 years of job-related experience.
- Minimum of two years in a supervisory role.
- IT technical knowledge.
- Proficient in the English language.
- Self-motivated and self-disciplined.
- Strong written and verbal communication skills.
- Ability to meet deadlines.
Preferred
- Experience in ERP and reporting tools.
- Familiarity with telecom and telephone systems.
- Proficient in MS Office and MS SharePoint.
- Airline/Aviation background.
- Knowledge of Oracle ERP, procurement processes, project management, Microsoft SharePoint, telephone management systems, and vendor management.
