Infrastructure Technology Section Head

Job Title: Technology Infrastructure Section Head
Location: Abu Dhabi, UAE
Department: Technology

Role Summary:
The Technology Infrastructure Section Head is responsible for overseeing the maintenance, development, and continuous enhancement of DCT's technical engineering services, systems, and databases. This role ensures the effective delivery of IT support across the organization, enabling operational efficiency and ensuring that all departments are equipped with reliable and secure IT infrastructure.

Key Responsibilities

Technical Infrastructure Operations:

• Develop and implement policies and procedures governing technical support services, including usage of internet, email, hardware/software inventory, data retention, and IT asset management.
• Lead the development and enforcement of IT asset policies related to desktop PCs, laptops, printers, mobile devices, and more, aligned with organizational needs and KPIs.
• Design and implement quality assurance and test protocols to evaluate performance, compatibility, and functionality of new systems and technology services.
• Oversee the testing and configuration of software updates and enhancements to meet evolving product and user requirements.
• Audit data security practices across all DCT entities, in collaboration with the Information Security and Data Engineering teams.
• Supervise the performance and integrity of DCT's databases, systems, and applications, ensuring operational efficiency and data security.
• Manage service desk operations and ensure resolution of technical issues within defined SLAs and KPIs.
• Lead the deployment and continuous improvement of service desk solutions, fostering high standards in issue resolution and user satisfaction.
• Oversee the provisioning of hardware and software to ensure all departments have the necessary IT resources and infrastructure.
• Continuously evaluate IT requirements, identify areas for improvement, and implement emerging technologies as needed.
• Ensure the obsolescence of outdated technologies and maintain a current portfolio of hardware and software tools.
• Conduct technical evaluations of IT hardware and software and provide data-driven recommendations.

Vendor and Relationship Management:

• Build and maintain strong partnerships with vendors to support DCT's technology infrastructure and ensure alignment with strategic goals.
• Monitor vendor performance and ensure optimal use of resources, while identifying and addressing performance gaps or risks.

Strategic & Shared Responsibilities:

• Translate functional strategies into actionable section plans, ensuring alignment across departments and stakeholders.
• Provide effective leadership and performance management to team members, fostering a high-performing and motivated work culture.
• Drive talent development initiatives, ensuring the team has the necessary skills and capabilities to meet business demands.
• Promote adherence to organizational values, ethical standards, and a culture of accountability.
• Prepare and monitor the section's budget, ensuring cost-effective delivery aligned with organizational guidelines.
• Ensure compliance with functional policies and procedures while maintaining quality and efficiency in service delivery.
• Identify and implement opportunities for continuous improvement in line with international best practices.
• Ensure timely and accurate reporting in alignment with DCT standards and policies.