About the Role
Responsible for supervising Operational & System Improvements resources, including workforce, equipment systems, and facilities, ensuring efficient IT support to operations, management, support teams, and other stakeholders. This role directly monitors Support Desk IT Assets & Procurement Support or Telecom Support to achieve SLAs and maintain operational and financial KPIs. The position represents the Operations & System Improvements department in functional meetings, providing IT updates through various reports and charts to aid in the analysis of information and support management decisions.
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Operational Responsibilities
- Provide detailed analysis to Management on the selection, implementation, and support of IT projects and solutions in conjunction with IT, MATAR IT, and Operations within approved schedules and budgets.
- Supervise administered IT systems, IT assets, and Telecom framework.
- Act as the first-level escalation contact for IT discrepancies and effectively resolve issues within agreed SLAs.
- Lead and provide technical advice to Operations & System Improvements Agents and stakeholders, assisting Operations & System Improvements Specialists in complex technical issues.
- Implement Operations & System Improvements performance KPIs and publish reports related to IT Assets, Telecommunication, and Support Desk activities.
- Ensure effective communication with internal and external stakeholders.
- Monitor Support Desk functions, including but not limited to:
- Supervising day-to-day Support Desk activities and handling escalated issues.
- Ensuring optimal resource utilization during shifts.
- Maintaining 24/7 support to all departments.
- Oversee IT Assets, Procurement & Telecommunication control functions, including but not limited to:
- IT Assets, Procurement & Telecom systems administration.
- Monitoring IT Stores and maintaining minimum/maximum stock levels.
- Planning, initiating, and monitoring IT asset procurement and Telecom services activation for fixed and mobile assets.
- Conducting periodic IT Assets and operational communication cost control audits.
- Ensuring optimal utilization of IT resources and initiating cost control measures.
- Proposing optimal solutions for business requirements.
- Preparing business cases and CMCs for assigned IT projects.
- Perform other departmental duties as directed by the Head of the Department.
Be part of an extraordinary story
Your skills, imagination, and ambition hold no boundaries. Here, you will find infinite opportunities to grow and tackle the most rewarding challenges, building your skills and experience. You have the chance to influence our future while being part of a vibrant international community. Our best is yet to come, and we see challenges as opportunities.
Join us as we strive to achieve the unprecedented. Together, everything is possible.
Qualifications
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 two years in a supervisory role.
- IT technical knowledge.
- Command of the English language.
- Self-motivated and self-disciplined.
- Strong written and verbal communication skills.
- Ability to meet deadlines.
Preferred Qualifications
- Experience in ERP and reporting tools.
- Knowledge of Telecom and Telephone systems.
- Proficiency in MS Office and MS SharePoint.
- Background in the airline/aviation industry.
- Familiarity with Oracle ERP and the procurement process.
- Project management experience.
- Knowledge of telephone management systems and vendor management.
