Responsibilities will revolve around providing technical services direction, project support, and thought leadership on the strategic initiatives and environments within the business unit.
You will execute and be accountable for the Fidor IT service management of Software Development and IT Operations
As the manager you will ultimately be accountable for service design leadership and therefore need to pay continuous attention to service operations excellence
As the leader, your team will be responsible for finding incident resolution, root cause analysis and remedial actions.
Prior leadership experience is essential to your success.
Participation in administration & testing of Business Continuity, datacenter backup, recovery, & BIA/ DR processes.
Ensure compliance support of GDPR across various audit cycles, including ISO 27001 & ISAE.
Help define service requirements, create service designs and guide translation into code.
Provide the basis for thorough service readiness of products used by our stakeholders .
Responsible for building relationships with the business enabling effective service management.
Ensuring regular service reviews take place with the ITSDM's aligned business area reporting on performance and availability of IT services.
Ownership of service improvement plans to address recurring failures against SLA's.
Accountable for the incident and problem management processes and responsible for the continuous service improvement.
A primary lead and business interface for major incidents.
Operate in a highly-structured, audited environment, adhering to audit-driven procedures relating to change control, documentation, security, and standardization.
Active support for incoming problems/ issues for both internal and external customers, including root-cause analysis.
Identify service improvement needs, design, plan, and execute projects with minimal oversight, adhering to established deadlines and maintaining efficient communication with management and partners.
Support Customer Deliveries, Product and Site Reliability Engineering and/or IT Operations.
Lead, build, develop and manage a highly qualified team of IT professionals in Dubai as part of the global IT organization.
Lead multiple cross functional teams of Software Developers, DevOps and IT Engineers.
Lead the team through the daily service management tasks and actively participate in delivering them.
Alignment and prioritization of team members on critical projects, processes, and initiatives within the business unit.
Cooperate with senior leadership team, clients and external partners.
Ability to independently solve issues and bring to resolution.
Ability to work well under pressure and within time constraints.
Strong written, verbal, organization, and documentation skills are essential.
Ability to delegate and execute multiple projects simultaneously, collaborating with multi-functional teams.
Demonstrate time-management skills including prioritization of challenging tasks.
Support diversity, international collaboration and intercultural communication.
Desired Candidate Profile
Bachelor or Master's Degree in Computer Science or related field (essential)
ITIL V3 Foundation and IT Operations (minimum)
5+ years of experience in managing highly effective and motivated IT teams. (minimum)
Proven experience of working within a 24/7 IT operational environment
Proven experience delivering continuous service improvements
Sound experience in setting up cross functional teams
Experience with agile development processes and how to apply its principles
Experience coordinating major incidents
Experience managing suppliers delivering projects into an IT Operations function
Experience in a multi location environment
Very good knowledge about Software patterns and principles, complex applications and the MVC Framework
Good understanding of Software Quality aspects like meeting requirements, coding for performance, testability, understandability, efficiency and security and how to apply them
Good understanding about Infrastructure and Docker
High motivation and willingness to learn and apply new technologies
Big passion for an agile work culture
Excellent English interpersonal communication skills for tech and business conversations