Job Description :
As the IT Operations Section Manager, work directly with teams to:Collect and summarize business needs, sequence design sessions and prioritization, and attend appropriate meetings. Track progress with various providers.Implement quality assurance and controls in deliveries, plan and sequence improvements accordingly.Responsible for:Application Support Team.Help Desk operationsEnd-User Computing TeamIdentifying and managing risks while performing related operational duties in accordance with set goals.Enforce and maintain required data governance throughout various sub-entities whilst maintaining information flow.Maintain compliance with all Zewail City policies and procedures. KEY ACCOUNTABILITIES: Responsible for IT Operations Section’s yearly strategic plan and day to day operationsReview and approves changes to Help Desk policies, transformation plan, changes, and Project PlansManage Help Desk and Application Support for availability according to the SLA ‘s and OLA’sWork with IT Infrastructure teams and academic units to ensure appropriate and timely support for software and hardware components, ensure baseline standardization for middleware, OS, and IT hardwareResponsible to get conduct regular problem diagnoses and ensuring their effective resolution, and trend analysis the same.Negotiate with vendors and provide inputs to purchasing department on vendor identificationCoordinate with other IT Sections heads and staff for software and hardware releases and hardware support of usersPerform capacity analysis, relief sizing, and timing for the growth of the organization’s computing platformStay abreast of new technology developments and global best practices in Technology Infrastructure and OperationsKey ResultsDelivering service excellenceRelationship Building/TeamworkQuality FocusStrategic InitiativesOperations and SupportTeam InteractionsLeadership, Decision, and JudgementCommunication and Relationships
Job Requirements :
Minimum Qualifications:Bachelor’s degree in Communications Engineering, Computer Engineering or Information Technology or any relevant fieldDesired Experience:10+ years of overall IT experience with at least 5+ years of experience in design and implementation of large-scale, multi-tiered, heterogeneous IT support organization with experience in setting up Help Desk.Experience in functioning and operation of IT applications and implementation/ managing IT infrastructure of an organization having a large IT setupExpert understanding of leading applications (such as SAP, Power Campus) and middleware products, and different OS technologies.Experience in operating enterprise IT platforms covering backend storage platforms, servers, user-end devices, networks, etc.Experience in managing configuration, integration, and support, technical problem-solving skillsDetailed knowledge of End User technologies with experience in deploying different kinds of hardware platforms.Knowledge in IT service reporting, service levels agreement, operation level agreement, and measurement metricsAppropriate Certifications and training records. Generic Skills:Business Acumen – Level 2Budget & Cost Control – Level 2Data Collection & Analysis – Level 3IT & Computer Literacy – Level 4English Language Skills – Level 3Management Skills – Level 2Negotiation Skills – Level 2Project Management – Level 3 Behavioral Competencies:Customer Service Orientation – Level 3Complex Thinking – Level 3Achievement Orientation – Level 3Change Leadership – Level 2Developing Others – Level 2Directiveness – Level 2Impact and Influence – Level 2Teamwork – Level 2Initiative – Level 3