Head - IT Operations

Job Purpose :

To lead the IT operations of Airport and ensure the delivery of IT services as per the agreed service levels and customer satisfaction.

Key Accountabilities :

- Ensure end to end delivery of IT service requirements to stakeholders as per agreed service levels and provide service performance reports.

- Understand current requirements and utilization levels of IT infrastructure and design ability to meet current and future requirements.

- Contract management for IT products and services acquisitions and evaluate performance of vendors for conformity to contractual requirements.

- Incident manager and second line of trigger to customers for closing escalations.

- Responsible for planning and documenting IT annual budgets (Capex & Opex), review and certify IT billing for payments.

- Responsible for operational resources - goals, performance, training, 24x7 shifts, and business continuity requirements.

- Approve new or changed operational requirements of concessionaires, and retailers.

- Responsible for availability critical IT Sub-systems and high performance of core devices.

- Support new projects which include any department of IT implementation and digital initiatives.

- Responsible for knowledge transfer and training to team members.

- Resolution of all incidents in accordance with the service level agreements.

- Manage the corrective action report process to ensure reports are compiled for all qualifying major incidents.

- Show continuous service improvements within IT and track these through to completion within a continuous service improvement register.

- Analyze all incident or help tickets not resolved by the teams to identify tasks that could be completed by resources, with adequate training and knowledge sharing by relevant teams, to reduce the duration of incidents/help tickets and improve first-contact fix rates within the scope.

- Manage and oversee the IT concessionaire to ensure they deliver as per the agreed service level agreement and contractual obligations.

- Take the initiatives of innovative technologies exploration and suggest the business for automation to improve the operational excellence.

- Responsible for ISO certifications and quality assurance

External Interactions :

- State owned bodies such as BSNL, Telecommunications for broadband and wireless spectrum licenses.

- Contact OEM such as Oracle, Microsoft, BMC for procurement and renewal of licenses.

- Review vendor performance periodically.

- Seek payment clarification both outgoing and incoming invoices.

- Interact with concessionaires/retailers for providing any new requirements or resolve escalated issues.

- Interact with corporate-IT and operations-IT teams to align with the requirements.

- Provide support to internal and external audit requirements.

- Interact with promotional event agencies and provide necessary support.

Internal Interactions :

- Interact with head of department to align service goals with business requirements.

- Interact with security for AEP work permits and physical security requirements.

- Interact with relevant stakeholders for IT support service requirements.

- Interact with Technical services team for critical sub-systems (UPS, HVAC & FAS) support for all IT services .

- Interact with AOCC (Airport Operations Control Centre) for critical IT systems availability and performance issues.

- Interact with vertical leads to monitor infrastructure requirements.

Education Qualifications :

- B. E - ECE or IT or CSE

Relevant Experience :

- 20 + years in the IT industry with at least 3 + years of experience from relevant industry.

Competencies :

- Social awareness.

- Strategic orientation.

- Problem solving & analytical thinking.

- Entrepreneurship.

- Capability building.

- Teamwork & interpersonal influence.

- Stakeholder focus.

- Planning & decision making.

- Execution & results.

- Networking.

- Personal effectiveness.