Role Purpose:

Providing Level 2 and Level 3 technical support for all Omantel applications involves working in coordination with the Infrastructure team to maintain the development and test environment with updated data, as well as managing the billing cycle to ensure accurate invoices are released. In addition, managing IT capabilities and knowledge management includes developing and implementing talent sourcing, upskilling, and reskilling strategies, as well as ensuring IT performance and service level agreements (SLAs) are met

Position Information:

• Unit: Tech & Digital
• Division: Digital Application
• Location: Muscat
• Grade: L1
• Line Manager: VP Digital & Application
• Direct reports: 2

Minimum role requirements:

• Bachelor’s degree in relevant discipline
• 10 years of relevant experience with at least 5 years in a management position

Key Accountabilities:

• Develop strategies to improve application operation processes aligned with Omantel's objectives
• Develop and maintain operational guidelines and best practices for stakeholders' adoption
• Establish and report on SLA/OLA framework for application operations
• Create and maintain operational dashboards for operational and executive use
• Collaborate with various departments to enhance application operation continually
• Drive operational excellence using KPIs to measure success and value
• Plan, manage, execute, and certify User Acceptance Tests (UAT)
• Oversee releases and production deployment processes
• Manage applications security and compliance
• Handle Contracts & Managed Service Management
• Provide technical support and preventative maintenance planning
• Manage Business Process Controls and audit execution
• Coordinate environments and data replication with Infrastructure team
• Implement testing tools and methodologies
• Manage the recurring billing cycle end-to-end
• Address complaints escalated by Level 1 Service Desk
• Ensure timely resolution of defects

Key Competencies:

Leadership:

• Assertiveness and Conflict Resolution
• Fostering Learning and Development
• Inspiring and Leading Others
• Leading Change and Cultivates Innovation
• Visioning and Alignment

Behavioral:

• Drives Achievements
• Ethics & Compliance
• Timely Decision - Making

Technical:

• IT Governance & Standards
• IT Systems Maintenance