Job Description Location: Riyadh, Saudi Arabia JOB PURPOSE To manage the Infrastructure product and operations/technical services professionals accountable for all aspects of server, networks, storage, backup, infrastructure applications and platforms and other backend services, including multi-platform, multi-software package technical support, problem identification, and resolution
Accountable for employee discipline, time and attendance and resolving personal grievance/s in a timely manner Set performance objectives, provides necessary support, evaluates / appraises the team and provides regular feedback on performance leading to annual merit increase recommendations Select and develop a Saudi National successor. Responsible for tasking , guiding and assisting direct reports to perform their daily activities in accordance with the policies and procedures Actively participate in on-the-job training, mentoring and coaching of direct reports Generate commitment, motivation and enthusiasm to team goals, and guide team members through periods of change or uncertainty Provide clear direction, prioritize tasks, assign and delegate responsibility and monitor the workflow Plan, monitor and review individual performance and provide regular feedback, development and coaching, taking prompt action where necessary Provide opportunities for team members to suggest, participate in and contribute to improvement, innovation and knowledge sharing initiatives Escalate to and assist the manager in resolving issues related to the team in areas of operations and personal grievances Support designing and developing the policies, standards, procedures, tools, techniques, and plans that apply to infrastructure operations, including multi-platform, multi-software package technical support, problem identification, and resolution. Identify and meet the strategic, and operational targets. Provide timely and appropriate advice and guidance to others on all aspects of technical support activities and their deliverables. Responsible for management and direction of 3rd line support team. Make a successful contribution to ISE projects and services, applying ISE ‘s standard processes. Demonstrably adhere to the processes such that exist and assisting in ISE achieving and maintaining industry level accreditation and maximising customer satisfaction. Complete development activities identified in approved development plan. Put a strong monitoring system in place Produce standard reports on the status of the infrastructure Regularly communicate what they are doing and how their work relates to the success of the organization. Apply technical knowledge/experience to ensure that incoming incidents, problems, change requests and other events relating to technical infrastructure and services that require immediate/emergency response are attended to in a timely manner Make timely and appropriate decisions on which infrastructure product/service changes, repairs or replacements to approve in response to problems, incidents, change requests and/or other events Ensure that all changes and repairs to technical infrastructure and services refreshes have appropriate change control mechanisms applied to them Ensure that maintenance of technical infrastructure and services is undertaken regularly. Monitor, in a timely and accurate manner, the quality and effectiveness of IT infrastructure service and their deliverables, providing metrics and management information for review by internal and external sponsors, stakeholders individuals and other bodies, as appropriate Analyse and evaluate incident/problem reports and makes recommendations to reduce help reduce the service desk call rate. Responsible for all aspects of Infrastructure service delivery to include SLA compliance, customer satisfaction and operations centre financials. Responsible for all data centre facility and infrastructure operations and maintenance Ensure all configuration items (CIs) and infrastructure asset records are up-to-date and accurate Liaise with 3rd parties (vendors and service providers) to ensure infrastructure services are performed as per the SLAs and maintained in that respect Lead service restoration and disaster recovery activities for all DC and infrastructure services Problem and service recovery reports including proactive problem management and root cause analysis Technical reviews and analysis of change requests Technical reviews, analysis and recommendations on availability, performance and capacity reports Input into technical risk and issue registers Architectural documentation reviews (project designs etc) Ensure all procedure documentations and guide manuals are established and maintained for DC and infrastructure systems and applications Establish and maintain disaster recovery plans and procedures for all DC and infrastructure services Extensive proven experience in a similar setup is a must with preferable experience in a supervisory role Bachelor’s degree in IT Relevant IT certificates Knowledge about IT Service Framework EXPATRIATE EMPLOYEE BENEFITS On successfully securing a role your appointment to Saudi Arabia will initially be on single status. On commencement of employment in Saudi Arabia you will have the opportunity to apply to have your family join you in the future. A full health care scheme is provided within Saudi Arabia. SAUDI NATIONAL EMPLOYEE BENEFITS At BAE Systems, we provide some of the world's most advanced, technology-led defence, aerospace and security solutions. We employ a skilled workforce of 89,600 people in more than 40 countries. Working with customers and local partners, we develop, engineer, manufacture, and support products and systems to deliver military capability, protect national security and people, and keep critical information and infrastructure secure.