- Key Accountabilities (key activities and decisions for which only this role is accountable)
- Ensure compliance with IO operational objectives, policies/procedures, work schedules, and reporting metrics.
- Ensure IO engineers are effectively supported through day-to-day interaction, regular training, team meetings, on-call assistance, and individual coaching/mentoring.
- Ensure departmental policies/procedures and documentation accurately reflect current IOC practices; suggest changes/modifications when appropriate.
- Manage contracts operations and relationships with external suppliers including having regular formal review meetings ensuring the best possible economic goods and services are received by IOC team
- Manage IOC activities to achieve network reliability metrics, including service level agreements, mean time to repair, alarm recovery, and system availability.
- Maintain hardware/software licenses and warranty certifications related to IOC team
- Audit and maintain integrity of operations-centric data in all operation tools and systems, including proper closure of tickets/tasks and updates.
- Escalate in a timely manner, to appropriate individuals, teams, and organizations, outage events and/or impairments and issues that cannot be resolved within appropriate timeframes to ensure efficient resolution and minimize impact to customers.
- Prepare and follow-up purchase requisitions within area of responsibility
- Conduct the job according to quality and safety procedures, work instructions, operational standards, site rules, and SLAs
- Monitor staff day-to-day activities, and manage performance measurements for area of responsibility
- Provide training and guidance for newly joined staff, assist them performing their assigned duties, and facilitate knowledge transfer
- Build up a knowledge base for the section
- Provide administrative framework, leadership, motivation, functional direction, facilitate IT team communication skills, and maximize team contribution for staff under area of responsibility
- Prepare career development plans to his subordinates and ensure they are carried out
- Ensure proper staffing level and quality to provide necessary support to end-users under area of responsibility
- Participate in recruitment, technical interviews and hiring decisions for manning
- Monitor staff day-to-day activities, and manage performance measurements for area of responsibility
- To implement and health and safety policies within the scope of responsibility.
- Maintain shift coverage schedule for IOC engineers
- Daily review of the IOC Shift Turnover Report to ensure that tasks and projects are consistently completed on time
- Lead problem management efforts within Infrastructure to resolve and identify the root-cause of service interruption/degradation.
- Lead service improvements and optimization opportunities within the Infrastructure domain.
- Ensure Infrastructure is compliant when it comes to service availability by leading efforts that yield to a better service availability such as the elimination of single point of failures.
- Work with Infrastructure team and other domains to build and establish a service map and maintain it.
- Lead health check activities within Infrastructure and follow-up with concerned teams to ensure all findings are taken care of.
- Explore & suggest opportunities for integrations & automations within Infrastructure.
- Generate basic and advanced reporting. Both regularly and on demand
- Create, develop, improve and maintain processes relative to Infrastructure Operations.
- Work very closely with the monitoring team to analyze trending events, alerts, service degradation & interruptions and provide appropriate recommendations/action items. Then follow up with concerned teams to ensure these actions items were implemented.
- Develops and promotes a knowledgebase.
- Lead reporting efforts related to Infrastructure operation metrics (service availability, event counts, error counts etc...)
