Job Description & Role:
The NSS Qatar ISS Manager is responsible for the - In Service Support - activities in line with the contractual requirements and the specified objectives in terms of schedule, quality, SLA performance and costs.
The ISS Manager manages the daily relationship with the NSS maintenance manager during the Operation & Maintenance phase of the contract and is the primary point of contact with NSS for all matters relating to the operational, maintenance and technical support matters.
The ISS Manager is the leader of the ISS team, defining tasks and expectations for the team members and controlling the execution and the results of their work.
Beside the NSS maintenance manager and the ISS team, the ISS Manager is also in regular contact with:
The ILS Manager, to whom he/she reports;
The Chief Engineer for the preparation of key customer technical meetings or communications;
The Engineering team for the investigation and resolution of the HW & SW anomalies on in-house subsystems and the preparation and delivery of corrective patches and releases;
The Subcontractors, for the same need on subcontracted subsystems;
The warehouse manager, for the use of spare partsKey Responsibilities:
The main activities and responsibilities of the NSS Qatar ISS Manager are to:ISS SERVICES & TEAM MANAGEMENT
Support the User Helpdesk Supervisor (level-1 Support) and maintenance teams
Set-up and coordinate the Technical Support Service (level-2 & Level-3 Support) in charge of the field investigations and root cause analysis of HW & SW issues
Perform installation and testing of new SW releases or patches on the Operational system
Define and put in place all processes, procedures and tools relating to the ISS Services activities in order to fulfill the required SLA & KPI performance
Manage the Resource Plan covering all ISS Services and manage the recruitment of candidates for new open positions in coordination with the ILS ManagerD-LEVEL SW MAINTENANCE SERVICE SET-UP
Elaborate and coordinate the transfer plan of activities and means (tools, resources, documentation,...) from France to Qatar required for the set-up of the 0-Level SW maintenance service covering the preparation, the testing and deployment of the SW patches and releases in coordination with the Engineering team
Once the transfer of activities 1st done, manage the D-Level SW maintenance service (budget, means, team,...) in coordination with the ILS manager
Maintain the maintenance platform and manage its configuration in the long termISS ADMINISTRATION & REPORTING
Coordinate the release of the CMMS KPIs and dashboards and manage the associated actions plan involving the local teams and the offshore France engineering team
Prepare the Weekly operational meeting with NSS and manage the relevant action plan, report and minutes.
Ensure the reporting on the ISS activities to the ILS manager, including the inputs to the monthly WP review: Progress, EAC, risks & opportunities, resources profile.
Prepare answers to Customer observation reports in close co-operation with EngineeringEducation: IT Engineer
7+ years of overall experience
experience at supporting deployed systemsTechnical knowledge
Essential: Strong background on IT systems
Desirable: Good knowledge of Communication infrastructure and applications
Strong organizational capability
Service orientation, team work
Strong integrity and discretion
Ability to work under pressure, to tight deadlines
Accountability and autonomy
Essential: Excellent Written and Spoken English
Desirable: Spoken French (level A)