Operation: Zain-Sudan
Job group: Technology
Location: Khartoum - Sudan
Contract type: Full time
Closing date: 02-nov-2017
What to Do?
Manage the daily operations, maintenance and support of Enterprise Applications by managing the Manage Service (MS) - Enterprise Applications team and following up the users complaints in order to maximize the customer satisfaction (applications users).
How
In this role your major tasks and responsibilities will be:-
- Manage Enterprise Applications Operations team
- Manage Enterprise Applications Operations through the ITIL processes and follow-up with MS Team
- Monitor the MS teams KPI’s aligned with Zain compliance team and business targets
- Review and verify the monthly report provided by MS team in order to take the required actions (e.g. penalty) in case of SLA degradations
- Monitor the daily operations, maintenance and support of the Enterprise Applications which is being provided by the MS team
- Coordinate with other units (applications users & planning teams) for gathering the requirements related to change requests (CRs)
- Supervise and approve the roll-out of new releases and systems changes on production environment in coordination with development team and MS team
- Assist in the user acceptance testing (UAT) related to the new releases and systems changes
- Manage Enterprise Applications vendors by doing the required negotiations, contracts renewal & licenses renewal
- Review and sign acceptance certificates for the services being provided by vendors in order to process their payments
- Supervise and monitor vendors’ performance in operations, maintenance and support
- Ensure that Enterprise Applications are able to deliver the required functionalities and performance within the available capacity and highlight any capacity requirements to planning team
- Supervise the MS team to conduct periodic health checks and preventive maintenance
- Prepare the Enterprise Applications Operations budget
- Ensure compliance with all applicable policies & regulatory requirements on Information Security.
What Do I Need:
You will be required to have:-
- Bachelor Degree in Computer Science, IT or any related field.
- Minimum 3 year experience in relevant field.
- 2 years of experience in Applications Operations is a must.
- Knowledge of ITIL and its processes is a must.
- Experience in Vendor Management is a plus.
- Experience in ITSM, ERP, ECM, WFM is a plus.
- Experience in software development (C#, Java, JavaScript, Web Services) is a plus.
- Experience in complex SQL queries (Oracle & SQL Server)) is a plus
Those soft skills
You are also required to have the following soft skills:-
- Good Communication skills verbal /written
- Analytical thinking and problem solving
- Focus on goals and achievements
- Forward planning capabilities
- Conflict Handling resolution
- Quick learner
- Creative
