STS (Systems, Technologies and Services) are the team responsible for IT application management. STS looks after the SAP suite, Retail Pro, Fastrack and many other applications for the Al Futtaim group of companies.

Main Task:

• To provide incident management for Al Futtaim STS, in accordance with ITIL procedures
• To act as the Major Incident manager in the event of a major incident

You will be responsible for managing and supporting the lifecycle of all service requests and Incidents from their inception through to resolution and user satisfaction. You will be given the task of further developing and maintaining the incident management process, by regularly reviewing performance and trends in response to incidents of all types and to provide recommendations to the Service Manager for service improvement.

Your responsibilities will include (but not be restricted to):

Incident management

• Provide day to day, incident management and if necessary major incident handling
• To develop, co-ordinate and promote incident management activities across the whole of STS and take responsibility for the effective functioning of the Incident Management processes across all support areas
• Provide expert advice to all support staff in the resolution of Incidents, including negotiation with customers and service teams in order to resolve issues which may delay resolution
• Actively manage the monitoring and resolution of stalled or breached jobs with 2nd and 3rd line groups
• Ensure effective and rapid response to Major Incidents
• Ensure that any service breach is suitably recorded and described before it is closed
• Review and recommend, as appropriate, changes to support processes to ensure continuous improvement of the incident management process
• Provide guidance on Incident Management to all support staff and assist in their training and knowledge development
• Develop, review and improve the accuracy and content of the Incident Management System knowledge base
• Produce metrics for service performance and customer satisfaction both on a regular and an ad hoc basis

 Incident Team Management

• Manage a team of Incident support analysts, ensuring delivery within timeline and quality constraints
• Provide line management to the team, including all HR related issues (absence planning, staff performance appraisals etc)

Continuous Improvement

• Proactive actions to seek service improvements where needed and to eradicate any unacceptable levels of service

Scope: Budget ownership for SAP Incident Management function

Reports: Line management responsibility for four staff

Products: Tivoli TSRM, SAP Solution Manager and other appropriate business applications

Markets: AF Group in the UAE, Qatar, Egypt, Oman, Bahrain, Saudi Arabia, Sri Lanka and Singapore

We require strong Incident managerial experience, someone who is organized, reliable, with a proven track record. You will be used to working with and getting the best from support teams and be able to provide the skills that compliment the ability of the team to deliver to Service Agreements

To apply for this role you should have the following skills, experiences and qualifications:

• A degree or equivalent in Information Systems/Project Management or a related discipline
• A minimum of 3 years experience in the configuration, delivery, and support of SAP processes
• Experience in the support of SAP system implementations
• Business Systems Analysis
• Business process improvement methods eg Lean Six Sigma Continuous Improvement
• Ability to change direction and reprioritize in response to a fluctuating work or customer environment
• Customer liaison skills, with a dedicated and positive attitude
• Experience of working in the Middle East will be highly regarded
• At least 3 years of experience working in an IT/Service environment.
• Certified in ITIL Incident Management and experience and using ITIL standards
• Experience of working in an environment where ITIL is being developed is essential