Manager, Digital Operations Centre

ADNOC (Abu Dhabi National Oil Company); United Arab Emirates; On-site; AED 350,000 - 750,000; Full time

Job summary

ADNOC's Group Digital Operations Center seeks an experienced Manager to lead 24x7 monitoring across networks, infrastructure and applications, drive incident management, and implement standardized service management practices. The role involves staffing, shift planning, performance management, and developing SOPs to ensure reliable service delivery.

You will coordinate with ADNOC and GC teams, monitor SLAs, and drive continuous improvement including automation initiatives to enhance digital

Responsibilities

• Plan, organize, and manage staff and operations to ensure stability of ADNOC's infrastructure, network, and applications.
• Analyze interruptions and provide root-cause analysis with stakeholders guidance.
• Plan shifts, night shifts, travel and vacation to ensure 24x7 monitoring.
• Develop and maintain Change, Event, and Incident Management processes and SOPs.
• Monitor SLAs and KPIs; ensure delivery against targets.
• Coordinate continuous improvement activities within DOC and ADNOC/GC teams.
• Lead academy and knowledge transfer activities and HR-related tasks.

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. Evaluatejoint 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 Dep