Job Description and Requirements
Core Responsibilities and Duties
General:
Maintain the integrity and manage day-to-day operations of the Regional Network.
Supervision of all Central Region Regional Control Centre (RCC) assigned staff in order to provide the highest quality of service to the customer in accordance with the contracted support agreement.
Ensure that detailed incident escalation procedures are adhered to in every respect, and that any inter-regional working/cooperative actions are expedited in accordance with KBR processes and procedures.
To ensure that the RCC contributes to the achievement of Key Performance Indicators (KPIs) and corporate performance objectives, meets or exceeds stakeholder expectations and provides the highest possible standards of IT Service Management.
To provide effective strategic and tactical management of Incidents and Service Requests, including allocation of physical, human and infrastructure resources, for the purpose of delivering the most efficient, effective and stakeholder focused outcomes within the agreed Service Level Agreements.
To act as an IT Service Management Champion within the Central Region..
Additional:
To provide professional effective leadership for all RCC assigned staff, including sub-contractors.
To ensure continuous and high-level of customer satisfaction by:
Maintaining the professional operation of the RCC on a day-to-day basis by supervising a team of technicians and engineers that are assigned to operate the multiple EMS and NMS within the RCC.
Providing daily oversight & administration of RCC operational processes including the triage & monitoring of tickets for completeness and timeliness of completion in accordance with service level agreements.
Ensuring escalation procedures are strictly followed for all appropriate classes of incidents and that the KBR Management Team and MoD Liaison Officer are informed in accordance with the agreed Scope of Services Service Level Agreements (SLAs);
Ensuring all incidents are fully investigated in a timely manner, corrective action taken to avoid repetition and any loss of service is kept to a minimum and resolved within contracted Service Level Agreement;
Ensuring Service Outage Action Reports and Incident Investigative Reports are submitted accurately and in line with the relevant process.
To conduct and lead in the region on the development of Service Management Operation implementation in accordance with the contractually agreed Service Management procedures and processes based on the ITIL framework.
To proactively encourage the adoption and implementation of a Continual Service Improvement approach in the delivery of services
Acting as a IT Service Management Champion, assist in the formulation and establishing of IT Service Management best practices and standards for the RCC environment that compliments KBRs intent
To identify metrics and KPIs to measure RCC performance as well as performance of individual personnel. To manage and implement the RCC duty roster and call-out duty contact details for RCC staff for out of hours incident escalation.
Undertake audit of performance management, monitoring, evaluation, analysis and reporting to ensure Key Performance Indicators are being met and staff are effectively and appropriately managed in accordance with KBR policies and procedures.
Manage assigned RCC staff by recruiting, training and coaching employees, communicating job objectives and appraising their performance.
To be available on a 24/7 basis always and to oversee incident management and escalate as required.
To deputise for the Head of Region during periods of absence including annual holidays, in the event of sickness and other events when required.
To perform additional tasks as requested by the Head of Region.
https://www.akhtaboot.com/en/saudi-arabia/jobs/riyadh/133918-Regional-Control-Centre—RCC—Manager—at-KBR
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