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.

KEY ACCOUNTABILITIES

• 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 DOC SOPs.
• Manage any HR activity for onsite DOC resources (performance objective definitions, follow up, feedback, vacation approval, etc.).
• Interact with ADNOC and GC’s teams to remove gaps in monitoring or notification processes.
• Lead academy and knowledge transfer activities.
• Communicate to ADNOC stakeholders when there is an outage identified.

Digital Strategic & Tactical Planning

• Contribute to the development of the Group digital strategy and lead the implementation of the Group Digital Operations Centre related roadmaps.
• Coordinate and consult with senior business management and other Group Digital Managers, to ensure that the Digital Operations Centre services related digital strategy components are successfully translated into monitoring solutions and services.
• Contribute to the regular review of the Group Digital Strategy at pre-defined intervals to ensure that it reflects the Company’s evolving business requirements and ensures its constant alignment with the Company's short, medium, and long-term business plans.

Business Enablement

• Lead assessment and implementation of potential domain emerging technology solutions or architectures including cloud, advanced security analytics, hyper converged infrastructure, next generation digital operation technologies, artificial intelligence, etc.
• Plan and manage the identification of domain use cases for potential digital enablement in coordination with all required stakeholders.
• Lead the planning and development of new business cases or/and delivery of related initiatives.
• Lead the Group efforts in the adoption of advanced and innovative infrastructure technologies.
• Lead the evaluation of internal processes against best practices in pursuit of more efficient domain functional processes in line with approved standards to define intelligent solutions for issues confronting the Function.

Digital Business Relations

• Serve as “a trusted advisor” and the primary point of contact from digital for business line, managers, and key contacts in order to communicate digital services and capabilities.
• Plan and lead the liaison between the business and the technology solution provider in order to provide technical guidance to the business and maintain a positive relationship with digital customers to identify technology needs and ensure that the service provider is able to meet these needs with an appropriate catalogue of services.
• Develop recommendations to facilitate the joint or coordinated application project delivery across business units in collaboration with other digital teams. Evaluate joint initiatives as they relate to corporate strategy to ensure convergence and opportunities for measurable success.
• Lead high-level feasibility studies in pre-project phase to determine the viability of progressing a solution.
• Market digital solutions to the business and run awareness campaigns to promote efficiency and utilization of ADNOC’s digital resources.
• Develop a communications program to maintain an effective communication channel with customers that build stronger relationships.

Digital Investments Planning, Management & Control

• Adopt optimal value delivery and cost optimization as key drivers for selection, implementation, and management of Digital Operations Centre via a combination of innovation, shared services, benchmarking, and best practices.
• Manage the design, implementation, maintenance, and sourcing of digital infrastructure, solutions, and services in ADNOC and throughout the Group to streamline operational efficiency. Manage the delivery of the Department’s programs and projects in line with the business objectives through active sponsorship and leadership to meet completeness, time, cost, and quality requirements.
• Ensure, in association with other stakeholders, that the business processes are continuously improved to achieve maximum utilization of the digital systems landscape so that optimal benefits are realized.
• Support the processes of identification, evaluation and selection of qualified vendors and services providers to ensure that ADNOC obtains high quality and cost-effective digital systems products and services.
• Lead the assessment of digital operational systems and storage solutions and services feasibilities, proof of concepts, determines cost versus benefits scenarios, and evaluates alternative options to ensure optimum return on investment to the Company.
• Manage the capacity planning and resource scheduling ensuring that the resourcing of programs and projects is adequate (via both external service providers and the internal resource allocation process) and in line with business priorities.
• Act as the technical authority for reviewing and endorsing any digital operational services (network, infrastructure, and applications) solutions throughout the Group.

Digital Products and Services

• Advise business line on the risks and benefits of existing and new technology to build competitive advantage and improve business performance.
• Coordinate with enterprise architecture to develop and maintain multi-year business capability roadmaps. Contribute to business strategic planning process and facilitate the digital Unit’s strategic planning and execution of business changes through the use of technology to meet the section objectives
• Lead the development, in cooperation with the digital teams, of a Service Catalogue which includes the products and services offerings, capabilities and the strategy to serve customers.

Stakeholder Management

• Lead the analysis to anticipate business needs to identify and propose digital products and services to enable the business to achieve their objectives through the effective use of technology.
• Establish partnership with business, in order to capture, prioritize and facilitate new demand based on business needs to ensure control and accuracy of investment planning and managing business satisfaction.
• Supervise and control the tracking of Business Portfolio of digital Projects and coordinate the prioritization of the Portfolio and communicates priorities to the Project Management team.
• Lead the liaison with business unit management and enable them to articulate their technology needs and requirements that will advance business performance.Group Digital Modernization

• Drive in the Group digital transformation journey with an emphasis on cost optimization, technology complexity reduction and information security.
• Advise the Business functions on the benefits of adopting integrated business services and facilitates the required consensus on the business process standardization efforts

Information Security & Operational Resilience

• Collaborate with other Digital departments’ managers and staff members to enables the highest levels of business resilience and Digital services’ continuity and ensures its active integration with the overall company’s business continuity plans and processes.
• Contribute to the design and rollout of ADNOC Digital security and risk management programs.
• Ensure the Company Digital solutions and Services are delivered and managed with the highest levels of integrity, security and availability and ensures that their associated risk levels are maintained at minimum.
• Ensure that all Group Digital Function applicable plans for Digital technical disaster recovery, services continuity and related recovery procedures are prepared and regularly tested for relevance, adequacy, and effectiveness.
• Ensure the implementation of the most adequate security architecture and configuration in production environments to proactively protect their confidentiality, integrity, and availability.

Relationship Management

• Develop and maintain effective business relationships with all relevant internal function, departments, and external entities such as shareholders, key government authorities, service providers, vendors, and other key stakeholders etc. with highest standards of business ethics, whilst promptly attending to all critical issues in-order to ensure the services required by the organisation are delivered in the most effective manner.
• Build strong working relationships with ADNOC Group management and develops detailed understanding of their issues, challenges and opportunities for better digital services delivery and operations.
• Develop strategic relationships with solutions providers, service partners and technology integrators for sustainable services quality and cost-effectiveness.
• Ensure the highest levels of transparency and collaboration between the Department and its business partners.
• Manage and enhance relationships with technology suppliers and partners providing solutions and services within the domain, including negotiating terms and monitoring supplier performance to ensure high standards of delivery and support.

Vendor Management

• Provide technical expertise and guidance to conduct market analysis for new technological developments and the adaptability of relevant developments on Enterprise Architecture within the organisation, in order to support that technology at ADNOC stays current.
• Lead the provision of technical expertise in developing RFPs and RFQs relevant to Enterprise Architecture; guide and advice the preparation of tendering and contractual documentation to ensure cost effective and quality services are obtained for ADNOC.
• Guide and participate in the negotiation of contractual terms and Service Level Agreements (SLA) ensuring protection of ADNOC’s interests and receipt of optimum level of services to facilitate digital operations.

Knowledge Management

• Collaboratively, with other stakeholders, promote the Company knowledge management and intellectual capital culture. Lead the establishment of Digital solutions that harness overall organizational knowledge assets and innovation.
• Implement the Functions’ quality management program provisions to drive business excellence, process effectiveness, and customer experience.

Additional Duties:

• Contribute toward and promotes the protection of the ADNOC Group Digital Operations assets and corporate information against threats to their security by implementing the Information Security Policy and all other related rules, regulations, and guidelines.
• Perform other related duties as assigned.

Management

• Plan and supervise the activities of the personnel and resources of the Section to achieve the Department objectives in an efficient and cost-conscious manner while ensuring implementation of approved operational plans for the Section in line with Department objectives.
• Develop the knowledge, competencies and innovative spirit in the Section and support the establishment of Personal Development Plans (PDP’s), Succession Planning and Talent pipeline within the Section in coordination with the Human Capability Group to continuously develop employees with emphasis on UAE Nationals to meet Emiratization targets.

Budgets and Operational Plans

• Compile and provide input for preparation of the Department budgets and regularly monitor expenditure against approved the Section budget levels.
• Investigate, highlight, and reconcile any significant variances to ensure effective performance and cost control.

Policies, Systems, Processes & Procedures

• Implement approved Function policies, processes, systems, standards, and procedures in order to support execution of the work programs in line with Company and International standards.

Performance Management

• Contribute to the achievement of the approved Performance Objectives for the Function in line with the Company Performance framework.

Innovation and Continuous Improvement

• Design and implement new tools and techniques to improve the quality and efficiency of operational processes.
• Identify improvements in internal processes against best practices in pursuit of greater efficiency in line with ISO standards in order to define intelligent solutions for issues confronting the function.

Health, Safety, Environment (HSE) and Sustainability

• Comply with relevant HSE policies, procedures & controls and applicable legislation and sustainability guidelines in line with international standards, best practices and ADNOC Code of Practices.

Reports

• Provide inputs to prepare Section MIS and progress reports for Company Management.COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal

• Frequent contact with Senior Management of all Directorates on key issues relating to Enterprise Architecture and adoption of state-of-the-art technology in line with ADNOC’s vision.
• Regular contact with the counterparts in ADNOC Group Companies on intra-group coordination on Enterprise Architecture related issues.External

• Frequent contact with Contractors/Consultants/Suppliers at managerial level on matters relating to acquisition of digital services for Enterprise Architecture
• Technical meetings for Enterprise Architecture aspects with contractors and all other teams across ADNOC and other stakeholders.
• Occasional contacts with senior management of international oil companies for exchange of information/benchmarking/study visits and training programmes.
• Regular contacts with international digital service providers and telecommunication providers on matters related to digital services and strategic directions.QUALIFICATIONS, EXPERIENCE, KNOWLEDGE & SKILLS

Minimum Qualification

• Bachelor’s degree in Information Technology, Computer Science, or related technical disciplineMinimum Experience & Knowledge & Skills

• 15 years’ experience in leading a support / operations team of 5+ members
• Experience with digital service monitoring tools
• Good understanding of digital service management processes
• Exceptional domain knowledge on the infrastructure, application, and service level monitoring
• Practical experience with market leading Enterprise Monitoring Systems
• Experience in Service Management & Operations with expertise on Event Management, Incident Management and Problem Management
• Good knowledge of Configuration/Asset management, Capacity/Availability management and Service Level Management