Manager, Digital Operations Centre

JOB PURPOSE

Manager, Group Digital Operations Center will lead the Group Digital Operations Center team which focuses on monitoring the digital services (Network, Infrastructure, and applications), managing incidents, and ensuring implementation of digital service management practices. In addition to leading and managing the identification, evaluation, implementation & standardization of the service management processes and related tools for ADNOC Group Digital Operations Center to maintain and support the capacity, adequacy, and effectiveness of designed processes across ADNOC and Group Companies.

The role will be responsible for 24x7 monitoring of the digital Services across applications, infrastructure, and network, raising alerts, managing incidents, and engaging with appropriate stakeholders to ensure incidents and events related to digital Services are managed effectively.

• Primary responsible to plan, organize, and manage staff and overall operations to ensure stability of the organization's infrastructure, network, and applications.
• Analyze and prioritize potential applications, infrastructure, and network interruptions to provide technical guidance, manage the interruptions, communications with all stakeholders and provide root-cause analysis based on best practices.
• Plan the shifts, night shifts, travel and expenses, vacation of the team to ensure 24x7 monitoring of digital applications, infrastructure, and network throughout the year.
• Drive and balance workload across team members
• Develop and maintain the process documents for Change Management, Event management and Incident Management
• Build and maintain Standard and best practice Operating Procedures.
• Assess team skills and capability to grow. Organize team back up plan, cross functional training (Network / Compute / Enterprise Tools), and build a resilient service through a united team
• Manage, coach, and mentor team members. Provide specific, timely, and constructive performance feedback

• Serve as the key practice contact for Change Management, Event Management, Incident Management with other Service Management teams, including escalations
• Represent the Change management, Event Management, Incident Management teams in meetings with other ITIL Practice Managers and work closely to achieve common goals and objectives
• Monitor the effectiveness of the Changed Management, Event Management, Incident Management practices and formulate recommendations for improvement working with the analysts for Service Monitoring, Incidents, Application Performance and Service Management
• Develop and monitor daily dashboard of SLAs and KPIs
• Ensure that all the key performance targets of the practices in scope are achieved
• Ensure reports for Change Management, Event Management, and Incident Management are reviewed and appropriate actions are undertaken
• Identity digital Service issues and engage appropriate support teams to fix them
• Review events and recommend baseline updates for improved monitoring
• Improve the Quality of Service and help prevent repeated incidents
• Serve as point of escalation, review and approval for key issues and decisions for Service Management
• Ensuring quality of deliverables and SLA alignment
• Escalation points for any team–related issues
• Onboarding of new resources
• Continuous improvement activities
• HR related activities
• Responsible for entire service delivery of the DOC solution.
• Manage and coordinate resources within DOC(maintain shift rotation, ensure coverage for holidays, vacations, illness, etc.)
• Ensure quality of deliverables provided to ADNOC and GC’s.
• Ensure SLA alignment. Coordinate remediation activities in case some deviation is identified in SLAs.
• Escalation point and contact for any ADNOC and GC’s teams for DOC services.
• Manage and coordinate continuous improvement activities between DOC and ADNOC and GC’s Teams.
• Manage and coordinate automation initiatives to improve the DOC service.
• Run daily meetings with the team members to coordinate tasks.
• Manage the service governance model and interact with ADNOC stakeholders regularly to review service status, improvement areas, new opportunities, etc.
• Review and approve any modification in…