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Business Solutions Centre Duty Manager

CountryUAE
CityAbu Dhabi
DepartmentInformation Technology
Closing date14 July 2013
Job PurposeTo act as shift manager to ensure efficient team management, effective and timely diagnosis and resolution of problems within the agreed standards of quality and time. Act as an escalation point for subject matter expert in BSC and as an escalation point for BSC SME’s when uncertainty or ambiguity exists. Also provide support to the BSC Operations Manager and deputize in their absence.   
To encourage and ensure implementation of managerial strategies amongst the team and to regularly contribute ideas on how the department operates and on its’ future shape and strategic direction.
Responsibilities
  • On a shift basis, efficiently manage all activities taking place within the BSC (Business Solutions Centre), overseeing all key decisions and formulating solutions to complex issues; ensure all decisions made are in accordance with agreed procedures
  • Ensure close liaison with all relevant key stakeholders to ensure processes are followed
  • Maintain strong relationships on a daily basis with the Business and IT to ensure that they deliver the services required. Liaise and communicate with both internal and external customers. Monitor compliance with all processes that govern BSC procedures identifying shortfalls and taking immediate action to rectify, if necessary, to ensure compliance.
    Establish effective links with the business and IT for day-to-day operational issues.
  • Conduct briefing at start of shift and hold de-briefing sessions with all staff to highlight discrepancies and deficient areas, obtain recommendations for corrective action from all staff and advise BCS Operations Manager. Coordinate with BSC Operations Manager on ongoing action plans for service improvements; adapt all possible methods to achieve/exceed the set up targets. Managing and controlling of all BSC related matters for the daily operation
  • Act as a first point of escalation for problem resolution, using technical capability to identify training and/or system change requirements in response to common errors
  • Assist the Business Solutions Centre Manager Change and Planning with User Acceptance test script creation and planning of execution with team members without impacting the operational performance
  • Work with the Senior Manager Business Solutions Centre to drive the strategic vision for Business Solution Centre ensuring the technology, processes and policies are best practice and fit for purpose
  • Ensure service level standards are maintained within the BSC
  • Performance manages in a meaningful way that recognizes rewards and motivates. Performance manages a team to deliver exceptional service
  • Build and maintain close relationships with various business teams to ensure that key activities are coordinated and that the BSC team is executing the incident, request, change, SLM, and knowledge management processes
  • Ensure that all members of the team are adhering to policies that govern the business
RequirementsThe incumbent post holder must have:
  • Experience in managing a team
  • Ability to demonstrate sound knowledge of using Sabre products utilized by Etihad Airways
  • Familiarity with the workings of the topology that builds up the Sabre Services
  • Strong organization, decision-making, problem-solving and people management skills
  • Strong English language written and verbal communication skills