JOB RESPONSIBILITIES

Strategy
Implement the Function/Department strategy to ensure alignment with Company strategy
Policies and procedures
Implement relevant policies, processes and procedures and monitor adherence so that work is carried out in a controlled manner
Day-to-Day Operations
Manage the day-to-day operations by providing guidance, encouraging teamwork and facilitating related professional work processes in order to achieve high performance standards
People Development
Manage the effective achievement of objectives by setting individual targets, developing and motivating staff in order to maximize performance
Safety, Quality & Environment
Comply with all relevant safety, security, quality, health and environmental procedures to ensure a healthy and safe work environment

SPECIFIC RESPONSIBILITIES

Production Support & Data Delivery:

Manage production support team to deliver the services.
Delivery reports & data to the customers as per SLA
End-to-end Incident and Problem resolution of production issues
Responsible to ensure that the applications met their required service levels
Responsible to support process improvements to continuously improve the stability and performance of the applications.
Identify system bottlenecks and opportunities for betterment
Prioritize workload, provide timely and accurate resolutions.
Perform in-depth research and identify sources of production issues.
Effectively perform root cause analysis of issues and report the outcome to business community and Management.
Develop / utilize core support tools and processes to perform work while improving day-to-day practices for support team members with the goal of delivering service improvements to the business.

Project & Change Management: Support change and release management functions for the BI portfolio by liaising with IT operations, system owners, application stewards and key business stakeholders.

Reporting & Communication: Establish & run alerting and communication mechanism on production issues and problems. Create and maintain appropriate metrics to represent the production support operations.

Supplier Management: Establish & agree KPI’s with suppliers on delivering the production support services which support all the needs of BI customers. Contributes to the compilation and review of RFI’s, RFP’s and business cases necessary to deliver the production support services

Evangelize and advocate: Manage stakeholders and provide expert knowledge to educate business users in production support practices. Provide on-going management, control, and planning of the production support portfolio by working closely with other T&I portfolio lead to ensure compliance with applicable policies, processes and standards.

EDUCATION & EXPERIENCE

A minimum of 6 years of experience in Business Intelligence landscape of which 4 years in an airline domain especially in Revenue Management and/or Network Operations would be highly desirable.
Familiarity with Business Objects Universe Designer is an advantage along with Data Modelling skills in SAP HANA.
Proven strong hands-on proficiency with MS SQL, SAP HANA, Cloudera Data Hub, Big Data technologies and Power BI with strong data query and analysis skills.
Currently works within a DevOps background with strong knowledge of the Agile Delivery Methodology
Strong knowledge of Data and Digital transformation strategy is mandatory.
Managed several large data and analytics projects across multiple business areas
Development skills and knowledge of ETLs, analytics and reporting solutions.
Excellent interpersonal communication skills are required to support working in project environments that includes internal, external and customer teams
Demonstrated experience in managing a small team of subject matter experts (SME) as well as administering and or supporting the application and associated systems, services and technology solutions.
Proven experience in managing business stakeholder''s expectations and in effectively communicating/reporting to line managers and stakeholders.

SKILLS

Strong interpersonal and consultative skills.
Demonstrated experience of managing people, including those distributed across various locations.
Ability to communicate effectively with, and influence, all levels of staff, management and external service providers, both verbally and in writing, on a technical as well as non-technical level.
Ability to effectively prioritise and execute tasks in a high-pressure environment.
Highly motivated self-starter able to work to deadlines and under limited supervision.
Strong written and oral communication skills (English).
Ability to understanding an organisation’s goals and objectives, and present technical information with reference to these.
Experience of airline / airport systems and processes – Desirable.