SynopsisResponsible for the configuration, integration, management, and output reporting of the systems used for application management, asset management, availability management, configuration management, client device management, event management, enterprise job management, automation management, output management, performance management, operations management, network management, systems management, service-level management, service desk management and cloud infrastructure management. Follow up and report on the adherence to the ITSM processes in the department to ensure coherence.Accountabilities

• Maintain and improve service quality, ensure that IT services meet or exceed service levels requirements through continuous review of service performance.
• Manage service level agreements, KPIs and OLAs with customers and external service providers. Manage external service providers.
• Ensure IT policies, procedures and Industry standards are followed. Ensure consumption is validated and aligned to contracted approved consumption.

• Manage and maintain the infrastructure and services
• Infrastructure operations incident, problem & change management
• Directs the planning, design, and implementation of ITSM processes & tools to meet evolving and changing needs and business requirements of stakeholders.
• Ensure consumption is validated and aligned to contracted approved consumption.
• Manage the release management practice to uphold the organizations IT change management standards, including overseeing activities pertaining to release scheduling, software builds, deployments, installations, configurations, and patches across a wide portfolio of applications
• Leverages knowledge and best practice experience to identify and champion recommendations for improvements opportunities within the specific process area

Education & Experience

• 7-10years+ of work experience in a similar role providing infrastructure support, responsibility for managing a virtualized environment.
• Strong knowledge of the Service Management workflows and ITSM tools, processes, reporting and ITIL approach, principles, processes

• Can adapt to new challenges and be part of a team in the development of procedures, work instructions, and templates to support process execution.

• Understanding of Agile and iterative development practices. Participates in reviews of systems performance, provides advice, and assists specialists or service providers to plan details of amendments and upgrades to systems.
• Passion for delivering technology services that drive significant customer satisfaction is essential.

About Etihad AirwaysEtihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the worlds leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihads codeshare partners, Etihads network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the worlds leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.To learn more, visit

Etihad Airways