IT - Web site support and deployment-Technical Support Lead

Country UAE City Abu Dhabi Department Information Technology Closing date 7 May 2013

Job Purpose The purpose of the IT Technical Support Lead is to manage teams that perform operational IT activities, e.g. monitoring and running scheduled tasks The purpose of the IT Technical Support Lead is to manage teams that respond to critical incidents raised on the web-site The team lead must ensure that all team activities comply with Etihad processes and governance Responsibilities Accountable for the actions and results of the teams that respond to critical incidents raised on the web-site Responsible for managing all phases of the response to incidents raised against the web-site. These include: ·          Incident understanding/requirements capture ·          Resolution design ·          Development ·          Testing ·          Deployment Responsible for ensuring all documentation that describes the web-site being accurately maintained in response to changes Accountable for ensuring that the teams work in compliance with an agreed, documented and repeatable approach Responsible for the actions and results of the team that perform operational IT activities, e.g. monitoring and running scheduled tasks Responsible for ensuring that the response to incidents complies with Etihad governance, e.g. ensuring that Change Advisory Board approval is received before a deployment is made Managing the effective incident communication to resolution ensuring progress and issues are escalated to the Head of Project Delivery Responsible for engaging with the Business Relationship Manager to put in place and provide appropriate communication to stakeholders in the IT Application Requirements Qualification & Education: University degree in Computer Science, or related technical discipline Understanding of IT systems development/implementation approaches ITIL Foundation, Practitioner certification (Release and Control, Support and Restore, Agree and Define). ITIL Service Manager certification is desirable Experience 5 to 10 years of experience in developing enterprise web and business-critical applications. Proven ability to adapt to working overseas in a multi-cultural environment Proven ability to work as part of a team with ability to work closely with business teams Training & Knowledge: ITIL Service Designs Software development lifecycles Airline/travel domain knowledge is desirable Good knowledge of current and up and coming technologies, IT products in web/airline/travel/corporate Finance/HR space

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