Company : Oreedoo
Contact Phone :
Job Description :
Purpose:
This role is responsible for managing the data centre operations that includes infrastructure and technical support for all servers, operations support and Level 3 customer support for all application platforms, and BC/DR & security operations for data centres.
In addition is responsible for the provision of an effective IT and desktop support service for all Ooredoo internal users.
Context/ Background:
The Technology Unit within Ooredoo is the backbone of the organization providing all technology services which enable Ooredoo to deliver its services to its customers across all technology platforms, 24/7/365. The quality of the customer experience sits within this BU and therefore it plays a significant role in the delivery of revenue and satisfaction targets.
The IT unit supports this through the effective management, operation and maintenance of IT infrastructure ensuring Ooredoo customers have full use of all services 24/7.
The role contributes by managing the data centre (all application platforms data centre, including ISP) operations and ensuring seamless delivery of all services and through providing IT desktop support enabling the effective utilisation of IT applications throughout the business.
Duties and Responsibilities
Responsible for :
Data center (all application platforms data center, including ISP) infrastructure support (servers, BC/DR infrastructure and operations, security operations, data center LAN, data center facilities)
Application platforms operations support (Charging platforms, OSS and provisioning platforms, VAS platforms (including internet-based service platforms and access nodes), CRM and portal platforms, enterprise application platforms)
IT internal Helpdesk Support
Manage and control the operation and maintenance of data centers infrastructure including
Administration of corporate databases ensuring adequate security and data integrity.
Administration of all UNIX and Windows operating systems with all levels of prescribed security.
Security tools implementation and operations for all application platforms/ data in line with Performance and Compliance guidelines.
Ensure minimal service disruptions through implementation of BC/DR plans and infrastructure in line with Performance and Compliance guidelines and manage BC/DR operations in case of emergencies/ disasters.
Manage network services and infrastructure within the data centers
Maintain, archive and retrieve
Responsible for :
Data center (all application platforms data center, including ISP) infrastructure support (servers, BC/DR infrastructure and operations, security operations, data center LAN, data center facilities)
Application platforms operations support (Charging platforms, OSS and provisioning platforms, VAS platforms (including internet-based service platforms and access nodes), CRM and portal platforms, enterprise application platforms)
IT internal Helpdesk Support
Manage and control the operation and maintenance of data centers infrastructure including
Administration of corporate databases ensuring adequate security and data integrity.
Administration of all UNIX and Windows operating systems with all levels of prescribed security.
Security tools implementation and operations for all application platforms/ data in line with Performance and Compliance guidelines.
Ensure minimal service disruptions through implementation of BC/DR plans and infrastructure in line with Performance and Compliance guidelines and manage BC/DR operations in case of emergencies/ disasters.
Manage network services and infrastructure within the data centers
Maintain, archive and retrieve Ooredoo's critical/ non-critical business data as per requirements from different business units.
Manage data centre facilities
Provide operations support for all charging, CRM and portal applications and platforms including
Manage the production and printing of bills as per schedule ensuring bill sign-off and sufficient stationary availability for printing.
Process and ensure distribution of bills to post offices.
Resolve any errors in bill production e.g. ensuring bill generation for any customers that may have been missed in the first bill production cycle.
Level 3 customer support (Customer Services call centre being Level 1, and NOC at Level 2)
Manage the production and distribution of centrally printed reports.
Provide operations support for all OSS and provisioning applications and platforms including
Creation of reports for revenue assurance and fraud management department.
Ensuring effective parsing of data from network elements to the network management systems.
Subscribers/ accounts manual provisioning.
Level 3 customer support (Customer Services call centre being Level 1, and NOC at Level 2).
Provide operations support for all VAS (including ISP) and enterprise applications & platforms including
Approve planned activities that affect service (degradation/ interruption) for VAS platforms.
Preventive system maintenance.
Daily system health check.
Regular system backup.
Security operations.
KPIs and SLA tracking.
Testing of new VAS platforms and applications
Subscribers/ accounts provisioning.
Level 3 customer support (Customer Services call centre being Level 1, and NOC at Level 2).
Provide IT and desktop support for all Ooredoo internal users through:
Deploy, operate and maintain internal IT and communication related infrastructure and operate central help desk for infrastructure components (laptops, desktops, etc.)
Responsible for the operation and maintenance of corporate IP telephony & communication infrastructure and facilities
Operate central help desk for infrastructure components (laptops, desktops, etc.)
Provide Level 3 customer support1 for issue resolution (Customer Services call centre being Level 1, and NOC at Level 2).
Continuously evaluate current processes/ procedures and propose enhancements.
Ensure high availability and implement effective disaster recovery systems in line with guidelines issued by Performance and Compliance.
Ensure that the market driven performance targets (including availability targets) as specified by the Performance and Compliance department are achieved and manage timely reporting of KPIs to Performance Management and Compliance department.
Ensure that all projects/ initiatives are managed effectively within time and budget.
Manage optimization of OPEX spending within approved budget with focus on critical areas.
Contribute to the annual Technology BU strategic map and initiatives
Approve planned activities that affect service (degradation/ interruption) while ensuring that outages are performed in a smooth and organized way to minimize impact to the end user.
Ensure that all health reports or observations generated by NOC or Performance and Compliance team are acted upon and cleared in the shortest time.
Communicate periodic status report to higher management and escalate any potential issues as appropriate.
Keep a pulse on market trends and developments, future prospects and internal issues to make informed decisions.
Business Impact
Indirect impact on business results as this is not a front line operation - however has a significant role in enabling Ooredoo to deliver revenue and growth targets through the effective management of the Data Centre and the provision of IT Helpdesk support
.
Costs & Profitability
Meet department productivity and quality goals.
Optimize resources and identify cost saving.
Plan and manage project spending within approved project budgets.
Ensure effective control of all operational costs given the high impact on Ooredoo's overall profitability.
Ensure new network elements and services are put in service on time, to achieve expected revenue.
Reduce outages and enhancing the time to repair a faulty to restore the services and minimise revenue lost
Problem Solving
Ensures all issues are reported timely and accurately and within the agreed timeframes.
Implement a problem resolution strategy and plan resource allocation aiming to minimize problem resolution time.
Problems typically will centre on the day to day effective operations of the unit and will be resolved independently; more strategic problems will always involve the Head of IT.
Planning & Organizing
Plan the implementation of any new applications so that there is minimum disruption to business operations.
Develop plans and procedures to implement activities to improve quality and efficiency of the department.
Monitor department performance in line with BU score card.
Direct staff in the development, analysis, and preparation of reports.
Prepare and test BC/DR plans in line with guidelines issued by Performance and ComplianceQtel's critical/ non-critical business data as per requirements from different business units.
Manage data centre facilities
Provide operations support for all charging, CRM and portal applications and platforms including
Manage the production and printing of bills as per schedule ensuring bill sign-off and sufficient stationary availability for printing.
Process and ensure distribution of bills to post offices.
Resolve any errors in bill production e.g. ensuring bill generation for any customers that may have been missed in the first bill production cycle.
Level 3 customer support (Customer Services call centre being Level 1, and NOC at Level 2)
Manage the production and distribution of centrally printed reports.
Provide operations support for all OSS and provisioning applications and platforms including
Creation of reports for revenue assurance and fraud management department.
Ensuring effective parsing of data from network elements to the network management systems.
Subscribers/ accounts manual provisioning.
Level 3 customer support (Customer Services call centre being Level 1, and NOC at Level 2).
Provide operations support for all VAS (including ISP) and enterprise applications & platforms including
Approve planned activities that affect service (degradation/ interruption) for VAS platforms.
Preventive system maintenance.
Daily system health check.
Regular system backup.
Security operations.
KPIs and SLA tracking.
Testing of new VAS platforms and applications
Subscribers/ accounts provisioning.
Level 3 customer support (Customer Services call centre being Level 1, and NOC at Level 2).
Provide IT and desktop support for all Qtel internal users through:
Deploy, operate and maintain internal IT and communication related infrastructure and operate central help desk for infrastructure components (laptops, desktops, etc.)
Responsible for the operation and maintenance of corporate IP telephony & communication infrastructure and facilities
Operate central help desk for infrastructure components (laptops, desktops, etc.)
Provide Level 3 customer support1 for issue resolution (Customer Services call centre being Level 1, and NOC at Level 2).
Continuously evaluate current processes/ procedures and propose enhancements.
Ensure high availability and implement effective disaster recovery systems in line with guidelines issued by Performance and Compliance.
Ensure that the market driven performance targets (including availability targets) as specified by the Performance and Compliance department are achieved and manage timely reporting of KPIs to Performance Management and Compliance department.
Ensure that all projects/ initiatives are managed effectively within time and budget.
Manage optimization of OPEX spending within approved budget with focus on critical areas.
Contribute to the annual Technology BU strategic map and initiatives
Approve planned activities that affect service (degradation/ interruption) while ensuring that outages are performed in a smooth and organized way to minimize impact to the end user.
Ensure that all health reports or observations generated by NOC or Performance and Compliance team are acted upon and cleared in the shortest time.
Communicate periodic status report to higher management and escalate any potential issues as appropriate.
Keep a pulse on market trends and developments, future prospects and internal issues to make informed decisions.
Business Impact
Indirect impact on business results as this is not a front line operation - however has a significant role in enabling Ooredoo to deliver revenue and growth targets through the effective management of the Data Centre and the provision of IT Helpdesk support
.
Costs & Profitability
Meet department productivity and quality goals.
Optimize resources and identify cost saving.
Plan and manage project spending within approved project budgets.
Ensure effective control of all operational costs given the high impact on Ooredoo's overall profitability.
Ensure new network elements and services are put in service on time, to achieve expected revenue.
Reduce outages and enhancing the time to repair a faulty to restore the services and minimise revenue lost
Problem Solving
Ensures all issues are reported timely and accurately and within the agreed timeframes.
Implement a problem resolution strategy and plan resource allocation aiming to minimize problem resolution time.
Problems typically will centre on the day to day effective operations of the unit and will be resolved independently; more strategic problems will always involve the Head of IT.
Planning & Organizing
Plan the implementation of any new applications so that there is minimum disruption to business operations.
Develop plans and procedures to implement activities to improve quality and efficiency of the department.
Monitor department performance in line with BU score card.
Direct staff in the development, analysis, and preparation of reports.
Prepare and test BC/DR plans in line with guidelines issued by Performance and Compliance
Key relationship and decision making
Team working, Coaching/Development & Leadership (Coaching & Leadership applicable to people Leads, manages, develops and coaches own team to deliver the highest level of performance in order to deliver business results
Communicating, negotiating & influencing
Establish and manage multiple cross-functional relationships, coordination and communication lines with operating units & corporate centres.
Provide leadership, direction, planning and unity of purpose to staff in the department.
Regularly communicate organizational decisions and policies and BU strategy with staff
Decision Making
Full authority over all work carried out within the department:-
Full cost centre
Input into major decisions on a day-to-day basis
Resource allocation decisions within the department
Operational decisions to improve methods and procedures
Take decisions affecting new integration projects in terms of scope changes, implementation plans, resources.
Define the scope of newly introduced services and design requirements for the best return on investment targets
Decision Making
Full authority over all activities carried out within the department
Full cost centre authority
Input into major decisions on a day-to-day basis, make routine decision around control issues that impact on department performance
Resource allocation decisions within the department
Operational decisions to improve methods and procedures
More strategic decisions or those with significant financial impact or broader operational impact will always be taken in conjunction with the Head of IT.
Experience, Qualifications and Skills
Minimum Experience & Essential Knowledge
12 years experience in telecoms engineering with significant skills in data centres management and in IT Helpdesk service provision
6 years management experience
Excellent experience in the operations and maintenance of application platform systems and corporate network
Good knowledge in BC/DR and security operations
Proven knowledge of IT Helpdesk service provision and measurement
Fluent in spoken and written English
Minimum Entry Qualifications
Bachelor degree in computer science or technology or similar
SKILLS Technical (job related) & Non-technical:
Ability to develop Business Plans & Budgets
Ability to develop and implement IT Helpdesk strategies
Business & Financial Acumen
Leadership communication
Promoting teamwork
Empowering others and coaching
Leading change
Innovation
Strategic orientation
Managing performance
Problem Solving & Decision Making
Performance Indicators
Project execution within time and budget
# of production downtimes
% Availability of Systems
Data Center OPEX per subscriber
Time for resolution of Level 3 customer support issues
Number of IT Trouble Tickets resolved within agreed timeframes
Resource productivity (time utilization)
Time-to-market of new products & configuration changes
Compliance to the Qtel Product Development Process and SLAs defined for Application Platform Design and Development
Customer satisfaction (BUs)
Timely reporting of KPIs to Performance and Compliance
Budget management