Role:
IT Operations Manager
Job Description:
We are seeking a highly skilled and experienced Information Technology Operations Manager with a strong background in IT infrastructure and IT systems, preferably in the Retail and Manufacturing industry.
The successful candidate will be responsible for overseeing the day-to-day operations of the IT team, and for ensuring appropriate levels of support to the Al Douri group, and for the full functionality of all IT platforms within the group. The role will be also responsible for leading a team whose mission is supporting, analyzing, implementing, and maintaining our IT infrastructure and IT systems to ensure seamless operation in our retail and manufacturing environments.
Key Responsibilities
1. IT Infrastructure Management
- Oversee the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, networks, storage, endpoints, both cloud and on-prem.
- Ensure high availability and optimum performance of mission-critical systems and applications.
- Manage data backups, disaster recovery plans, and business continuity strategies.
2. Team Leadership and Development
- Lead and mentor a small team of IT operations staff, providing guidance, training, and performance evaluations.
- Foster a collaborative and innovative team environment.
- Develop and implement staff training programs to keep up with the latest technological advancements.
3. Security and Compliance
- Create, implement and enforce IT security policies, standards, and procedures to protect the organization's people, data and IT assets.
- Ensure compliance with relevant regulations in the region, both data-privacy related and other industry-specific standards.
- Conduct regular security audits and vulnerability assessments.
4. Vendor and Contract Management
- Manage relationships with external vendors, service providers, and consultants.
- Negotiate contracts, ensure service level agreements (SLAs) are met, and monitor vendor performance.
5. Budgeting and Cost Management
- Develop and manage the IT operations budget, ensuring cost-effective solutions and resource allocation.
- Track and report on IT operational expenses and identify cost-saving opportunities.
6. Incident and Problem Management
- Oversee the incident response process, ensuring timely resolution of IT issues and minimizing downtime.
- Implement problem management processes to identify root causes and prevent recurrence of incidents.
7. Continuous Improvement
- Stay current with emerging technologies and industry trends to drive continuous improvement of IT operations.
- Implement best practices and process improvements to enhance efficiency and effectiveness.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field. A master's degree or relevant certifications (e.g., ITIL, PMP, Prince2, CISCO, Microsoft) is a plus.
- Experience: Minimum of 7 years of experience in IT Infrastructure and IT systems within the retail and manufacturing industries.
- Proven experience in IT operations management, and Modern Workplace MS technologies, with deep knowledge of IT infrastructure, including servers, networks, storage, and endpoints, Azure cloud and services, M365.
- Proficiency in IT security practices and technologies.
- Excellent leadership, communication, and interpersonal skills.
- Strong problem-solving and decision-making abilities.
- Experience with IT service management frameworks and tools, such as ITIL, FreshService.
- Strong project management skills and experience with tools such as Microsoft Project, Jira, Asana, ScreenConnect,
- Ability to manage vendor relationships and contracts.
- English Speaking
Preferred Qualifications
- Experience with ERP, CRM and OMS systems in a retail and manufacturing context, particularly Microsoft Dynamics 365 F&O (D365 F&O)
- Knowledge of emerging technologies and trends in IT.
- Data Centre Operations
- SD-WAN networks – preferably Fortinet
- Cybersecurity, data security and information security standards
- Expert use of Analytical tools (Excel, Power BI, etc)
- Driving license
- Arab speaking
Line of Report
- The IT Operations Manager reports to the IT Director.
Work Environment
The IT Operations Manager will work in an office environment, based at our Head Office location in DIP, Dubai, UAE. The role may require occasional travel to other company locations or vendor sites. The IT Operations Manager should be prepared to work outside of regular business hours to address critical incidents or perform maintenance activities.
