Manages the daily operational management which includes the Service Desk, IT Operations Centre, Functional Capability Support, End-User Training, and Technical Support in addition to managing the daily operational service, processes and activities using available infrastructure, applications and services to meet Service Level Agreements and business objectives.
1. Plays a vital role in change management for all operations and support related components.
2. Participates in the IT Steering Committee meetings.
3. Participates in service design and provides input in all operations and support service related components, as required.
4. Measures IT support performance and reports reasons for variances to the set service level agreements.
5. Works with the Service Management & Quality Assurance Officer to set the SLA targets and maintain the service catalogue.
6. Provides a holistic view of how business and functional capabilities are supported at KFSH&RC (Gen. Org.) and provides necessary input to the Enterprise Architecture Office.
7. Advises the leadership on potential sourcing propositions.
8. Manages the 24/7 operational activities of KFSH&RC (Gen. Org.)’s systems, applications, network, security, and platform.
9. Manages the IT Operation Centre activities and escalates alarms and events to the relevant parties in accordance to varying criticality.
10. Oversees the performance of the applications and the occurring events and escalates issues to the Deputy CIO as necessary.
11. Acts as the direct accountable individual for data sources such as the Configuration Management Database (CMDB) and the Known Error Database (KEDB).
12. Oversees the development and maintenance of training material for the supported applications and capabilities.
13. Oversees the operations of the service desk and works with the service manager to set expectations and escalation lines, in alignment with the standards set with the Service Management & Quality Assurance Officer.
14. Oversees the development of procedure manuals related to end user support and provides feedback as deemed necessary.
15. Manages the supply of technical on-site resources to support the end-users with the know-how on applications and hardware.
16. Consolidates all service improvement areas and escalates them as needed.
17. Follows all Hospital-related policies and procedures.
18. Participates in self & others’ education, training and development, as applicable.
Ph.D., Master's or Bachelor's Degree in Information Management, Health Informatics, Management Information System, Computer Science, Computer Engineering, Information Technology, or related field is required.
Eight (8) Years of related experience with Ph.D. degree including at least Five (5) years in a related senior, supervisory or managerial position.
Twelve (12) Years of related experience with Master’s degree including at least Five (5) years in a related senior, supervisory or managerial position.
Fourteen (14) Years of related experience with Bachelor’s including at least Five (5) years in a related senior, supervisory or managerial position.
ITIL V3 Certified is preferred.
اطلب مساعدة الخبراء لكتابة سيرة ذاتية مميزة.