Jun 13, 2018

IT Operations Exec Jobs - Aimia

  • Aimia
  • Dubai - United Arab Emirates
Full time Information Technology (IT) & Telecom Jobs

Job Description

Job Title:  IT Operations Exec

Company Name: Aimia

Location: Dubai, United Arab Emirates (UAE)

 

Job Summary:  The IT Operations Exec must be a personable, proactive individual to assume responsibility of all operational workflow, configuration and reporting related activities for our ALP and ALP SaaS systems. You will need to have excellent organisational skills, with operational excellence and experience that will help us grow and deliver with speed and quality to our clients using these technologies. The role requires you to be self-motivated with an excellent attention to detail.  You will be a key team member working with regional resources and our partners delivering a service to meet our client contractual obligations and the region’s business needs. The role requires a good understanding of ITSM and the ITIL framework.  You will work closely with our partners, peers within the clients support structure as well as other members of the Client Operations to ensure that support delivered meets client expectations in terms of quality, timing and cost.  The role will also require you to make a series of decisions, some of which will help control the quality attributes, others to ensure achievement of system functionality and adherence to security standards. In order to make those decisions, you need to have a good understanding of the various solutions we have deployed, a good understanding of ITSM and strong relationship skills.

 

Key Duties and Responsibilities: 

  • Support and be responsible for defined system administration activities on allocated/defined system or environment
  • Actively respond to incidents and requests, based on service levels and business acumen
  • Support and improve system environment and services
  • Act and perform according to defined service levels
  • Interaction with off-shore support teams and regional teams and clients
  • Execute and manage change management activities
  • Test new deployments and change request (validation and verification) as per change management policy
  • Ticket ownership and ability to triage
  • Familiarity with the fundamental principles of IT troubleshooting and problem solving
  • Ability to set priorities and manage time amidst multiple tasks
  • Maintenance of sensitive and confidential member account, partner setup, rewards/ promotions, Bonus processing from promotions
  • System and application monitoring
  • Involved with the implementation of new business into the department and ensure that this is delivered to the agree schedules and procedures
  • Contribute in internal and external audit procedures for the integrity of data as per schedule provided by the department head
  • Provide mentoring and training to other members of the department as requested

 

Qualifications, Skills and Experience: 

  • Strong understanding of ITSM and ITIL v3 framework
  • Flexibility and adaptability to changing environments
  • Ability to manage multiple incidents and requests for internal and external clients
  • Ability to accept direction and suggestions for personal development
  • Ability to produce FAQ/Best practice docs & illustrations
  • Ability to work specified program hours and a flexible outlook to working hours
  • Ability to impart knowledge to others
  • Ability to work and manage off-shore resources
  • Excellent technical documentation skills
  • Experience with enterprise integration tools and extract, transformation and load (ETL) tools
  • Experience in SOAP, REST protocols
  • A understanding in Application Security and standards
  • Understanding of Service Now
  • Able to perform post-resolution follow ups to help requests.
  • Develop help sheets and FAQ lists for peers or customers as needed.
  • Ability to immediately report and escalate all critical matters and SLA issues
  • Be disciplined in meetings and commitments to business and staff
  • Meeting agreed deadlines and immediate escalation of any inevitable delays, quality issues or changed scope early enough to act accordingly

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