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  • Job reference: RMS0158057

IT Back Office Team Lead

  • Sector: ICT
  • Location: Iraq
  • Job type: Contract
  • Date posted: 17/06/2015
  • Time left:
    d h m s
    (24/06/15)
This vacancy has now expired.
The Role:
Lead the team by providing daily direction to support and deliver against agreed priorities.

Set measurable performance objectives for all local staff, and review bi-annually in line with the defined performance and management process.

Validate staff leave requests

Coach and develop Iraqi staff through on the job training and progression of formal training. Manage, maintain and deliver the team training plan, promoting personal development of Iraqi’s in line with ROO HR policy

Lead activities to recover from incidents and completing subsequent problem management and Root Cause Analysis.

Ensure there are enough critical hardware spares on site based on MTBF and catering for long lead times to order replacement hardware.

Produce and update hardware and OS roadmaps including upgrade paths and end of sale/end of support information, assisting the Operations Manager were necessary with defining the team’s strategic and tactical plans.

Manage the implementation of project and activity, drafting SoR, monitoring progress, identifying key issues and risks. Take proactive remediation steps when required.

Provide a structured weekly report that monitor progress, Incidents, Projects, Key Activity and Management Information

Agree, document and ensure that technical standards are adhered to.

Agree, document and test standard operating procedure and ensure these are scheduled and completed as required.

Work with Back Office and other ITC teams to develop, deploy, monitor, maintain, upgrade, and support servers, storage, operating systems and software. Support other ITC teams with their solution design and project implementation

Provide budgetary forecast for business case justifications and cost/benefit analyses for IT spending and initiatives.

Manage ITC Invoice Technical Approval and Value of Work Done.

Monitor and manage contracts, license termination dates and renewal process.

Keep documentation up to date to include applications, servers, access control, CMDB, asset and spares.

Ensure security vulnerabilities are assessed and appropriate action taken

Manage the end to end Release and Deployment process ensuring patching and hotfixes are applied as appropriate, keeping version control per the agreed roadmap.

Use appropriate tools to monitor and manage IT Systems reporting on capacity, performance and optimisation, taking remediation action as necessary.

Assist with the procurement process for new contracts drafting SoR, SoW and Technical Questions, being part of a Technical Evaluation Team’s.

Develop and maintain excellent relationships with a very diverse group of stakeholders, including Chinese and Iraqi JV partners, users, vendors and IT service organisations, communicating effectively with business process owners, key business users and Project Delivery Managers

Work closely with the Telecommunications and Service Desk Teams to ensure effective customer support to the business, sharing information and knowledge wherever possible through process, dialogue, collaborative working.

Assist with defining and maintaining Back Office related portion of the Disaster Recovery plans, ensuring they are tested on a regular basis.

Work towards ensuring that all servers, system and applications are highly available and meet business expectations in terms of availability and recoverability.

Manage on going supplier relationships leading or participating in weekly operational reviews and monthly service reviews ensuring contract compliance and maximising value from contracts

Identify and progress continuous service improvement activities.

Identify risks to service delivery, recommend options to address risks and execute approved options.

Actively promote a culture of HSSE awareness within the team and the wider organisation.

Essential Skills / Qualifications:
Essential
Education University degree in the field of Engineering / IT or related discipline,
or relevant equivalent experience.
MCSE Server Infrastructure (or equivalent.)
MCSE Messaging (or equivalent.)
VCP Certification desirable

Essential experience and job requirements Strong hands on experience with Microsoft technologies in a large enterprise environment.

Strong hands on experience with Microsoft Exchange server in a large enterprise environment.

Strong hands on experience with VMware vSphere in a large enterprise environment.

A proven track record in Back Office service delivery

Previous experience in leading a team to meet common objectives and agreed targets. Be able to demonstrate examples.

Demonstrate an understanding of diverse, multicultural work environment (Middle East experience preferable).

Strong Operational skills, with a bias for action, and a good understanding of all IT technologies including
- Knowledge of data centre operations and t

Desirable Skills / Qualifications:
Desirable criteria & qualifications ITIL V3 foundation and at least 1 ITIL Intermediate certification, preferably V3 Service Operations

Experience & certification in any of the following disciplines would be advantageous;
• Microsoft Lync / Communicator
• Microsoft Systems Centre product suite
• Microsoft UAG
• Citrix
• Forefront Identity Manager
• Redhat Linux
• Oracle
• EMC DataDomain & Networker
• Cisco Switching & Routing
• Cisco Datacenter (including UCS, EMC VNX)

Due to the remote location, the ability to resolve technical problems independently and the ability to work under pressure are essential.

Experience of working within the Oil & Gas sector, and / or harsh environments would be advantageous.

Knowledge of supporting a Storage Area Network (SAN) infrastructure, specifically EMC.
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