IT Operation Manager

Plan, direct and coordinate all organization’s IT operations. You will be responsible for improving IT performance, productivity, efficiency and profitability through the implementation of effective methods, procedures and standard processes. You will manage operations team along with Live Support unit and other direct reports.

Manage teams of helpdesk and Live Support

• Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning
• Coordinating IT projects from the operational respective
• New software and technologies
• Training subordinate and management staff
• Providing guidance for IT problems and questions
• Creating team knowledge base and assure it’s always up to date
• Prepare regular reports to the top management about the services
• Participating in implementing
• Provide necessary consultation to Database team, lead strategic actions, and ensure availability & performance
• Managing teams of oracle database and AIX/Linux administration
• Team Technical Assessment, Knowledge management and KT handling
• Ensuring that best practices are always utilized, work plans, checklists and defined processes for the oracle DBs and Apps service
• Participating in major DB incidents & problems and provide resolutions for moderately complex incidents
• Establishing procedures for databases performance monitoring
• Acting efficient in Database performance monitoring, diagnose Siebel performance issues and provide recommendations & solutions
• Receives Major Incident notification from Incident Management
• Determines IT Services and CI’s affected
• Confirms that Problem Management will engage with incidents as necessary
• Discusses the root cause analysis and Known Error
• Discusses options for resolving the Known Error with Technical Experts and Finance team members
• Presents proposed Resolution options to Decision Authority
• Discusses the proposed options in terms of risks, costs, timescales, etc.
• Observes the implementation of the Request for Change and receive information on the outcome via the Release Management process
• Decides whether the implemented Change has successfully resolved the Problem/Known Error
• Discusses Problem Management’s activities during the Major Incident
• Applies Lessons Learned to the Problem Management process as necessary
• Working collaboratively with IT Head and infrastructure management to ensure the execution of procedures documented within the UPS internal BCP
• Design and put the proper change management process to control internal changes
• Review and update urgency, size and priority in collaboration with the requester.
• Reject any RFCs that incomplete.
• Accept and register RFCs and assign to the change Coordinator
• Coordinate and convene the CAB for review and authorization of change. Issue CAB Minutes of Meeting.
• Coordinate with all necessary parties the change building, testing and implementation, in accordance with schedules.