Manager, Digital Operations Centre

Abu Dhabi National Oil Company; Abu Dhabi; On-site; AED 320,000 - 420,000; Full time

Job summary

Abu Dhabi National Oil Company seeks a Manager for the Group Digital Operations Center to lead the team responsible for monitoring digital services across networks, infrastructure and applications, managing incidents and ensuring adherence to service management practices.

You will oversee 24x7 operations, plan shifts, coach staff, develop SOPs, and coordinate with ADNOC and group companies to improve performance and SLA delivery.

Qualifications

• Experience leading 24x7 operations and incident response.
• Strong ITIL framework knowledge and Change/Incident/Problem management.
• Ability to coordinate teams, shifts, and cross-functional training.

Responsibilities

• Plan, organize, and manage staff for 24x7 operations across digital services.
• Lead incident, event, and change management with ITIL best practices.
• Develop and maintain SOPs, KPIs and dashboards for service delivery.

Skills

Leadership

Incident Management

ITIL

Stakeholder Management

Change Management

Monitoring

Cloud Infra

Team Coaching

ServiceNow

Tools

ServiceNow

Job description

JOB PURPOSE

Manager, Group Digital Operations Center will lead the Group Digital Operations Center team which focuses on monitoring the digital services (Network, Infrastructure, and applications), managing incidents, and ensuring implementation of digital service management practices. In addition to leading and managing the identification, evaluation, implementation & standardization of the service management processes and related tools for ADNOC Group Digital Operations Center to maintain and support the capacity, adequacy, and effectiveness of designed processes across ADNOC and Group Companies.

The role will be responsible for 24x7 monitoring of the digital Services across applications, infrastructure, and network, raising alerts, managing incidents, and engaging with appropriate stakeholders to ensure incidents and events related to digital Services are managed effectively.

KEY ACCOUNTABILITIES

• Primary responsible to plan, organize, and manage staff and overall operations to ensure stability of the organization's infrastructure, network, and applications.


• Analyze and prioritize potential applications, infrastructure, and network interruptions to provide technical guidance, manage the interruptions, communications with all stakeholders and provide root-cause analysis based on best practices.


• Plan the shifts, night shifts, travel and expenses, vacation of the team to ensure 24x7 monitoring of digital applications, infrastructure, and network throughout the year.


• Drive and balance workload across team members


• Develop and maintain the process documents for Change Management, Event management and Incident Management


• Build and maintain Standard and best practice Operating Procedures.


• Assess team skills and capability to grow. Organize team back up plan, cross functional training (Network / Compute / Enterprise Tools), and build a resilient service through a united team


• Manage, coach, and mentor team members. Provide specific, timely, and constructive performance feedback

• Serve as the key practice contact for Change Management, Event Management, Incident Management with other Service Management teams, including escalations


• Represent the Change management, Event Management, Incident Management teams in meetings with other ITIL Practice Managers and work closely to achieve common goals and objectives


• Monitor the effectiveness of the Changed Management, Event Management, Incident Management practices and formulate recommendations for improvement working with the analysts for Service Monitoring, Incidents, Application Performance and Service Management


• Develop and monitor daily dashboard of SLAs and KPIs


• Ensure that all the key performance targets of the practices in scope are achieved


• Ensure reports for Change Management, Event Management, and Incident Management are reviewed and appropriate actions are undertaken


• Identity digital Service issues and engage appropriate support teams to fix them


• Review events and recommend baseline updates for improved monitoring


• Improve the Quality of Service and help prevent repeated incidents


• Serve as point of escalation, review and approval for key issues and decisions for Service Management


• Ensuring quality of deliverables and SLA alignment


• Escalation points for any team–related issues


• Onboarding of new resources


• Continuous improvement activities


• HR related activities


• Responsible for entire service delivery of the DOC solution.


• Manage and coordinateresources within DOC(maintain shift rotation, ensure coverage for holidays, vacations, illness, etc.)


• Ensure quality of deliverables provided to ADNOC and GC’s.


• Ensure SLA alignment. Coordinate remediation activities in case some deviation is identified in SLAs.


• Escalation point and contact for any ADNOC and GC’s teams for DOC services.


• Manage and coordinate continuous improvement activities between DOC and ADNOC and GC’s Teams.


• Manage and coordinate automation initiatives to improve the DOC service.


• Run daily meetings with the team members to coordinate tasks.


• Manage the service governance model and interact with ADNOC stakeholders regularly to review service status, improvement areas, newopportunities, etc.


• Review and approve any modification in DOC SOPs.


• Manage any HR activity for onsite DOC resources (performance objective definitions, follow up, feedback, vacation approval, etc.).


• Interact with ADNOC and GC’s teams to remove gaps in monitoring or notification processes.


• Lead academy and knowledge transfer activities.


• Communicate to ADNOC stakeholders when there is an outage identified.

Digital Strategic & Tactical Planning

• Contribute to the development of the Group digital strategy and lead the implementation of the Group Digital Operations Centre related roadmaps.


• Coordinate and consult with senior business management and other Group Digital Managers, to ensure that the Digital Operations Centre services related digital strategy components are successfully translated into monitoring solutions and services.


• Contribute to the regular review of the Group Digital Strategy at pre-defined intervals to ensure that it reflects the Company’s evolving business requirements and ensures its constant alignment with the Company's short, medium, and long-term business plans.

Business Enablement

• Lead assessment and implementation of potential domain emerging technology solutions or architectures including cloud, advanced security analytics, hyper converged infrastructure, next generation digital operation technologies, artificial intelligence, etc.


• Plan and manage the identification of domain use cases for potential digital enablement in coordination with all required stakeholders.


• Lead the planning and development of new business cases or/and delivery of related initiatives.


• Lead the Group efforts in the adoption of advanced and innovative infrastructure technologies.


• Lead the evaluation of internal processes against best practices in pursuit of more efficient domain functional processes in line with approved standards to define intelligent solutions for issues confronting the Function.

Digital Business Relations

• Serve as "a trusted advisor" and the primary point of contact from digital for business line, managers, and key contacts in order to communicate digital services and capabilities.


• Plan and lead the liaison between the business and the technology solution provider in order to provide technical guidance to the business and maintain a positive relationship with digital customers to identify technology needs and ensure that the service provider is able to meet these needs with an appropriate catalogue of services.


• Develop recommendations to facilitate the joint or coordinated application project delivery across business units in collaboration with other digital teams. Evaluate joint initiatives as they relate to corporate strategy to ensure convergence and opportunities for measurable success.


• Lead high-level feasibility studies in pre-project phase to determine the viability of progressing a solution.


• Market digital solutions to the business and run awareness campaigns to promote efficiency and utilization of ADNOC’s digital resources.


• Develop a communications program to maintain an effective communication channel with customers

that build stronger relationships.

Digital Investments Planning, Management & Control

• Adopt optimal value delivery and cost optimization as key drivers for selection, implementation, and management of Digital Operations Centre via a combination of innovation, shared services, benchmarking, and best practices.


• Manage the design, implementation, maintenance, and sourcing of digital infrastructure, solutions, and services in ADNOC and throughout the Group to streamline operational efficiency. Manage the delivery of the Department’s programs and projects in line with the business objectives through active sponsorship and leadership to meet completeness, time, cost, and quality requirements.


• Ensure, in association with other stakeholders, that the business processes are continuously improved to achieve maximum utilization of the digital systems landscape so that optimal benefits are realized.


• Support the processes of identification, evaluation and selection of qualified vendors and services providers to ensure that ADNOC obtains high quality and cost-effective digital systems products and services.


• Lead the assessment of digital operational systems and storage solutions and services feasibilities, proof of concepts, determines cost versus benefits scenarios, and evaluates alternative options to ensure optimum return on investment to the Company.


• Manage the capacity planning and resource scheduling ensuring that the resourcing of programs and projects is adequate (via both external service providers and the internal resource allocation process) and in line with business priorities.


• Act as the technical authority for reviewing and endorsing any digital operational services (network, infrastructure, and applications) solutions throughout the Group.

Digital Products and Services

• Advise business line on the risks and benefits of existing and new technology