Assistant Manager, Service Delivery - Information Technology

Job Description

  Assistant Manager, Service Delivery - Information Technology (3145) At Atlantis, we exist to bring the extraordinary to every holiday and experience through connection, empowerment, precision, care and warmth. Inspired by the majesty and mystery of the ocean, Atlantis resorts are unique destinations full of life, wonder and surprise, where we seek to exceed our guests expectations at every possible turn. Nestled between the calm turquoise waters of the Arabian Gulf and the majestic Dubai skyline, Atlantis, The Palm is the crown of the world-famous Palm island in Dubai. With a sense of exhilaration and discovery, we create unforgettable memories by providing guests the opportunity to discover an extraordinary world filled with thrilling adventures. Whether we are designing a couples retreat or serving the extraordinary in one of our award-winning celebrity chef restaurants, we approach everything with imagination to spark a sense of courage, inspiration and innovation. This is not simply our job, its our passion. About the role Are you a tech-savvy, analytical professional, eager to deliver quality business results? Do you enjoy being a problem solver and a solutions engineer? Atlantis, Dubai is looking for forwarding thinking minds, able to identify potential areas for change, and implementing sound business solutions. This is a mid-level management/technical position for an Assistant Manager, IT Service Delivery role. As the Assistant Manager, Service Delivery, you will monitor and manage all tickets from the guests (HotSOS) and the business (Manage Engine), promote the use of ITIL processes when it comes to incident, change and problem management, set metrics for Manage Engine tickets, and be the 1st point of escalation for the Service Desk team. Other duties will include: 

• Monitors and maintains agreed SLAs
• Manages business related communications when it comes to planned and unplanned maintenance for relevant changes
• Coordinates with the IT Apps/Networks/Management team on changes and release management process to ensure the appropriate support is considered
• Trend analysis on Manage Engine tickets to identify repeat incidents and implement solutions and processes to prevent them from reoccurring
• Coordinate with the Apps, Service Desk and Networks team to collect resolutions and troubleshooting steps to further develop Knowledge Base / Solutions Database
• Develop the Service Desk team to increase knowledge and increase first touch closure rates
• Conducts regular ticket and call audits to ensure compliance with the standards set and quality of data
• Provide reporting to IT leadership team on KPIs set
• Proactively manage and monitor all key systems (Digital Signage, Wi-Fi, System Backups, Back Ground Music Appliances, Interfaces etc..).  Review SolarWinds and report any issues to the appropriate team
• Ensure all key services are being monitored and alerts are configured tested (Opera, Simphony, SpaSoft, Galaxy, JDE, RAMCO, etc.)
• Develop a process that manages such alerts and that they are actioned accordingly
• Identifies opportunities to improve and promotes automation efficiencies
• Coach, mentor, motivate and supervise IT team members and contractors, and influence them to take positive action and accountability for their assigned work
• Actively develops the team identifies skills gaps and works with them to gain confidence, knowledge and expertise

 About you  We are looking for an energetic, self-driven candidate, capable of managing operational requirements for IT Service Delivery. Ideally, wed like you to have a relevant bachelors degree in Computer Science, or similar, and a minimum of 2- 3 years experience in a similar role. It is essential that you have a good understanding of ITIL (Information Technology Infrastructure Library), and you will ideally have IT experience within the hospitality industry. Skills, Experience & Educational Requirements           

• 2-3 years operational experience in a similar role.
• Ability to work under pressure, flexible and can manage multiple tasks.
• Reporting Skills, Administrative Writing Skills, Microsoft Office Skills, Managing Processes, Organization, Analyzing Information, Professionalism, Problem Solving, Scheduling staff, Inventory Control and Verbal Communication.
• Strong knowledge and practical experience of application support across hospitality solutions and integrations. (Opera PMS, Simphony, Hotsos, HSIA etc..). Hands on knowledge of Microsoft products and platforms Office 365, Microsoft Windows server and desktop technologys, Active Directory, SCCM, SolarWinds. MCSE Certification or equivalent.
• Strong technical skills with the ability to troubleshoot.
• Thorough understanding of IT security concepts and principles.
• Experience with Ethernet networking, LAN/WAN network technologies, the OSI model, TCP/IP, switching, routing, Wi-Fi, IP addressing, DHCP, DNS, and VLANs.
• Working knowledge and experience with Veem Backup and VMWare.
• Experience administering Windows Server Infrastructure.
• College/University educated or Bachelor of Information Systems preferable.

 Qualifications/Certifications

• Certification in ITIL v4 would be an added benefit.
• Microsoft Certification or equivariant.

 Atlantis Dubai is an iconic entertainment destination comprised of two world-class resorts; Atlantis, The Palm and Atlantis, The Royal; offering an unbeatable opportunity for you to grow and develop in your career. Join a team that is adventurous, creative, warm-hearted and extroverted. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.

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