The Technology Command Centre (TCC) is the nerve center for all technological operations here at Emirates Group. The department consists of level 1 and level 2 support personnel augmented by our intelligent operations platform teams tasked with ensuring the operational continuity of all technological solutions required to deliver our business requirements. The role of the Incident Manager is to augment and support the Duty Managers on an operational and administrative level. To ensure that our commitments to the various businesses and users of the Emirates group are met towards technological continuity 24/7/365.
To ensure that the incident management and operational management process are understood, lived, and continuously improved upon within Emirates Group IT and that the staff of the Technical Command Centre is trained regularly. To manage the Technical Command Centre on an operational and administrative level. To ensure that the incident management and operational management process are understood, lived, and continuously improved within Emirates Group IT and that the staff of the Technical Command Centre is trained regularly.
Job Outline:
- Ensure that all TCC services are provided to Emirates Group and External Clients within agreed Service Level Objectives (SLOs). To perform trend analysis on the various work streams of the TCC (including but not limited to inbound volumes of calls, emails, and incidents reported, outbound call volumes, all departmental mailboxes and distribution lists, various web channels applicable, alerts & events, scheduled tasks, FCRs and RFCs) so that adequate staff are rostered every month for the operational processes to run smoothly.
- Manage the relevant processes involved across the Technical Command Centre acting as a process champion and process specialist. This includes but is not limited to the Incident Management Process, the Operational Management Process, the Monitoring Management Process, and inter-department processes.
- To manage, monitor, and control the staff of the TCC by ensuring that all departmental policies are properly met to achieve a consistently high level of service to the users.
- Be involved in the recruitment process i.e. initiate request, put forward the justification for management, obtain the necessary approvals, co-ordinate with HR, shortlist, and make the final selection of suitable candidates to efficiently perform the IM roles within the TCC.
- To manage the implementation of support for new IT products, systems, and services including the validation of all handover documents and ensuring it aligns with the standard TCC procedures.
- Ensure SMART objectives are set for individuals in his/her team and help them achieve it, to maintain a competitive team spirit through a qualitative service support delivery.
- To promote and manage a learning and development culture within the team where knowledge is shared and training is provided to not only ensure that individuals can excel within their roles but are personally organized based on the individuals needs and potential.
- Continuously review, improvise, and implement support processes & procedures for existing systems in line with the departmental policies and co-ordinate with other service providers to ensure that Service level agreements are met. Ensure regular meetings with support teams are held to reduce the instances of SLO breaches.
- Act as an escalation point (SPOC) for MITs/BITMs. Understand the changing business needs of the customers, recommend priorities and escalation procedures for implementation, and give the necessary feed for formulating the SLOs.
- Work closely with other key process areas such as problem management and change management to ensure to discuss the status of open problems to integrate status into IM reporting and recommend Service Level improvements.
