Senior Manager – Applications Maintenance & Support

Company Name: Emirates Flight Catering Employment Type: Full Time Monthly Salary: Unspecified Minimum Work Experience: 10-15 Years Minimum Education Level: Bachelors Degree Listed By: Employer Career Level: Manager Description: Applications are invited for the position of Senior Manager - Applications Maintenance & Support. This position is in the IT Department and reports to the Vice President - Information Systems. The job holder will drive operational excellence by ensuring high availability & performance of IT applications for EKFC and will drive holistic management of Problem/Incident Management Process. He/she will have a thorough understanding of the company's business operations as well as broad knowledge of available technologies and will drive continual service quality improvements evidenced through reduced frequency and duration of service disruptions. Key Accountabilities Ensure high availability & performance of mission-critical applications and drive Problem/Incident Management Process to ensure to ensure all reported production issues are resolved as per SLAs with business & minimal escalations Drive continual support service quality improvements evidenced through reduce frequency and duration of service disruptions. Drive quality by ensuring ‘First-Time-Right' fixes. Drive knowledge management so that all fixes are validated & required documentation is available for future references Plan and maximize the service delivery resource plans, utilization and cost. Perform ongoing budgets monitoring to ensure proactive and timely action to contain any overruns. Establish metrics, key performance indicators, and service level agreements to continually improve the performance of IT operations. Get engaged early in the project lifecycle & be the approver for key milestones Keep the team fully updated and engaged with the business & IT strategy Effectively engage the senior executives, peers, Business Process Owners (BPOs), super users, consultants and other team members in an ongoing manner to ensure operations continues to remain aligned with its objectives. Manage IT Risk & compliance objectives and Implement Non-Disclosure Agreements (NDA) with all Vendors / partners Ensure that all documents, communications, training materials, manuals, user guides, systems specifications, product manuals etc. are maintained in a secured environment and are easily available on demand only to authorised persons Lead, inspire and develop a talented workforce that supports the strategic and future needs of the business and drives efficiencies and improves effectiveness Engage with, business, customers, strategic service-partners and technology counterparts to ensure support services and service agreements are clearly defined and met. Drive smooth execution of business events and flex service models to support those goals. Establish and maintain strong, strategic partnerships with vendors and service suppliers. Essential Requirements and Competencies Qualification: Bachelor's degree in Computer Science or equivalent ITIL & PMP certification is preferred Exposure to Lean / Six Sigma preferred Experience: 10 years of demonstrated experience in a large organization in a leadership position in IT segment with focus on IT solutions or support Skills: Strong technical skills in the area of leading ERP and other application systems Results focused with strong leadership skills Strong interpersonal and communication skills. Should have strong hands-on technical background in the areas of IT service Management. Sound knowledge and experience on Service Level Agreement development & management. Should have the ability to gather data, compile information, and prepare reports. Should have the ability to make administrative/procedural decisions and judgments Must be a champion for pushing IT standards, procedures, policies, and best practices to the infrastructure team