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Airlines IT

 

Emirates

IT OPERATIONS MANAGER -Philippines



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29.Jul.2017
26.Oct.2017
Emirates
Airlines IT
Philippines
170000QQ

Description:

Supervisory:

- Co-ordinate, supervise and navigate the testing, implementation and user training needs of both the IT specialists as well as existing operational staff in close co-ordination with the Emirates Group IT (Dubai).
- Carry out deployment of equipment (independently) whereever required, and maintain the quality of workmanship as per Emirates Group IT standards in all installation related activities.
- Supervise all IT operations in the start-up of new offices.
- Ensuring the IT assets are recorded within the inventory system and upto date at any given time.
- Working in close co-ordination with the Incident Manager designate and the Customer Support Manager (Outstations) ( Emirates Group IT) and/or other departments during the implementation of new systems/ processes / enhancements , etc.
- Conduct Performance Matters (PM) Reviews for the Team, ensuring that Objectives and Development plans are clearly defined. Utilise PM as a tool for the development of staff skills that will result in the best possible service delivery to clients.
- Ensure that all customer complaints/discrepancies received are logged and objectively investigated, recommendations are made to the line manager or corrective action is taken.
- Monitor the quality of service delivered to ensure customer satisfaction and loyalty.

Maintenance:

- To ensure routine preventative maintenance of both, the IT infrastructure as well as End user devices (computers, printers, data communications equipment, etc.) is undertaken on a monthly basis.
- To co-ordinate and supervise any servicing and repair activity in accordance with Emirates Group IT standards.
- Verify the availability of servers, network and telephone infrastructure.
- Ensure security/antivirus updates are current for all systems through generated reports.
- Provide weekly and monthly reports on a timely basis. Using the fault logging tool to pull reports.
- Report any anomalies or issues to the Emirates Group IT.
- Assist in system upgrades/enhancements and carry out training and support functions to line departments. Ensure system enhancements are delivered according to the changing requirements of the business
- A monthly review of the health of the Data Centre to be undertaken in accordance with the standards set by DCF (Data Centre Facilities). Any anomalies to be highlighted to the DCF team.
- A health check of the existing infrastructure (servers, routers, switches, WAN links, etc.) to be undertaken periodically.

Support:

- Provide technical support to dnata contact centre staff on basic network and PC problems (covering IP addressing, network/telephone cabling, MS office, XP and replacing telephones sets if required) enabling them to resume their work with minimum disruption.
- Report and follow-up on faults/problems (i.e. PCs, printers, servers, network equipment, telephone) with IT service providers/vendors in coordination with EGIT.
- Establish estimated downtime and inform the users of the delay accordingly. Minimise system/equipment downtime and ensure service is restored within agreed service levels and business priorities.

Key Competencies:

- Attention to detail and quality
- Effective communication
- Organising for results
- Problem solving and decision making
- Initiative and commitment to achieve
- Business awareness

Requirements:

QUALIFICATIONS & EXPERIENCE

University degree in IT or equivalent. Demonstrable supervisory experience, coaching, and people developmentGood working knowledge of Windows operating systems, printers, servers, LAN, MS Office products.Practical knowledge of diagnostic tools, such as, cable tester, crimping tools and multi-meter.Proficient in data analytical and reporting tools like business objects, excel, etc. Strong verbal and written communication skills in English. Minimum of 6 years experience in the travel industry of which at least 3 years are in IT in a supervisory role.

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