IT Service Infrastructure Manager UAE

at  DHL Express

ABOUT THE ROLE

To manage the communications and network infrastructure that includes designing, implementing and administering local and wide area network systems, telephony and related systems; providing high level technical support. Responsible for handling and supporting 16 facilities, 2 HUBs and 36 service points and facilities growing across UAE. Managing 6 MHE systems in UAE net worth of 10milion dollars. Responsible for any new business transition and projects related to IT Infrastructure, provide update to management team; providing guidance/support to business in the areas of technology usage in addition to Establishing and Monitoring the Service Level Agreements with Senior Management Team.

YOUR TASKS

• Function as the primary internal contact for all network / communication and related services
• Ensure network connectivity for all business units including remote facilities are within SLA’s
• Propose or undertake network changes (e.g, capacity planning or optimisation) as a result of business changes, new projects or customer requirements
• Working relationship with different IT workgroups across the organization (e.g. ITS, Security team)
• Working relationship with internal business stakeholders and customers (as needed to support projects)
• Maintain awareness of the trends, threats and best practices in IT and Communication technology
• Provides technical consulting to users and training for IT staff related to network (voice or data connectivity) support at first level
• Develop strong relationships with external IT supplier / vendor / service providers
• Manages the design, purchase, installation, and support of network communications systems including local and wide-area networks’ (LAN/WAN) hardware and software
• To ensure IT Policies, Procedures, Technology, and People are managed as per IEC/ISO20000 and ITIL Framework. Further, to manage ITSM, Business-IT alignment, IT projects and IT continual improvement in terms of effectiveness and capabilities
• IT Representative to Internal and External Auditors
• Plans and evaluates network systems and make recommendations for network resources required to maintain and/or expand service levels. Tests and analyzes all elements of network facilities; monitors and controls performance and status of network resources; identifies and diagnoses problems and factors affecting network performance
• Schedules, operates, monitors, and analyzes network services to ensure all business needs and established SLA’s are met. Operates, tests, services, and maintains telecommunication equipment in Data Center and distributed operating environments
• Manages the upgrade or replacement, troubleshooting and administration of network equipment and related systems, for example – routers, switches, modems, cisco catalyst, firewalls and other devices related to network optimization (riverbed) and monitoring tools
• Facilities - IT Project Manager responsible for Optimizing synergy between digital assets and workplace facilities/ Cooperate with ITS & local ISPs to install and service IT assets/ Work with UAE Facility team in planning/designing of new facility
• Managing MHE systems in UAE including the design/configuration/support of new and existing setup
• Selects, develops, and maintains networks /operating systems and works continuously to improve system/network efficiency. Develops procedures, methods, standards and documentation relating to network operations and support, disaster recovery and business continuity
• Manage and/or administer telephony equipment including handheld devices, mobile phones and landlines including related backend systems and applications
• Manage IT infrastructure projects on its own or as part of a wider business project e.g. facility expansion or upgrade and/or implementation of new business applications
• Trains other staff (primarily within the technology area) for the purpose of ensuring their ability to use/support new or existing network systems and application software
• Researches trends, periodically evaluates new technologies and vendor proposals etc. for the purpose of recommending procedures and/or purchases to improve service, cost and quality
• This role will deputize the IT Services manager during his/her absence
• Able to communicate well with people on all levels, different backgrounds and cultures
• Develop and maintain good working relationship with fellow colleagues, internal and external customers
• Manage vendors / service providers to ensure preferential service and proposals for DHL