About the job
Employee Digital Experience (EDE) is a portfolio under Emirates Group that supports the employees by providing a number of key capabilities, including the delivery and management of our collaboration and communication technologies. Responsible for management of our varied end user device estate as well as the application delivery mechanisms support and delivery of business productivity tools. It works closely with all areas of our business to ensure that we are providing exceptional technology experiences to our end users that are innovative and secure, enhancing the value and productivity of our internal customers.
Manage the technical lifecycle of the relevant technologies and services under the technical manager responsibilities. Design, engineer, plan, implement, operate and support each technology, ensuring they meet business requirements and comply with corporate policy and standards. Provide documented operational processes and procedures for 1st and 2nd level operational support groups, as well as act as a centre of excellence and 3rd level support for the respective technologies. Ensure the respective technologies have optimum capacity and availability to meet the existing and future needs of the business. Manage and minimize risks within the respective technologies.
In this role you will be:
Responsible for providing 3rd level support for the relevant technology environment to the Incident and the Problem Management teams ensuring efficient root cause analysis is provided and avoiding reoccurrence of incidents.
Responsible for setting clear and consistent performance objectives, implementing performance management and development plans to ensure standards of performance and productivity are achieved and maintained enabling a high performance culture. Managing the technical expertise within the team so that resources are appropriately and effectively allocated. Assigning suitably qualified resources to projects to support the ongoing IT work programme.
Identifying and developing needed products or services by creating Business Cases, conducting RFTs and coordinating with various stakeholders inside IT as well as other departments.
Developing and effectively managing the team and technology budgets. Managing total cost of ownership of products and services within the respective technologies ensuring costs are identified, defined and reported, to enable businesses to make informed financial decisions, positively contribute to the process of cost control and providing financial transparency.
Working closely with teams responsible for vendor management and vendor contract negotiations, to ensure SLAs are monitored and managed and contracts are seen to be value for money.
Providing technical consultancy and guidance to the team members and technical manager of other technologies, enterprise architects, and project teams. Providing technical expertise to the enterprise architecture team for defining architecture strategy and standards and design the relevant technologies accordingly.
Identifying areas of improvement in existing technologies including end of life technology replacement and evaluation of new relevant technologies within the relevant environment in accordance with industry trends. Driving projects through assigned project managers.
Desired Skills and Experience
To be considered for this role, you must meet the below requirements:
– Bachelor’s degree or Honours with 8 + years of experience in following:
— Microsoft Platform experience (Microsoft 365, Windows, Intune, Office, Outlook, Teams)
– Microsoft PowerApp/PowerAutomate
– Vendor management
– MDM device management tool
– Low / No Code Technologies
– Video Conferencing / Audio Visual technologies experience
– Experience with Facilities Management
– Technology Innovation- providing different unique solutions
– Stakeholder management
– Experience in managing teams includes development planning, performance management
– Experience of specialist technical experience, within a business IT environment.
Should be knowledgeable in:
Telephony technologies and architecture
Messaging technologies and architecture
Operating Systems Technologies and architecture
Financial management for IT
Automation technologies and architecture
ITIL Processes Framework