JOB PURPOSE :

Coordinate and execute the resolution of all IT incidents and problems, and ensure the delivery of IT services in accordance with agreed Service Levels. Ensure effective handling of relevant IT environment changes and releases of new solutions. Provide IT end-user support services to serve enterprise-wide users community to enable achieve company overall business objectives. Develop and execute IT Service Management plans including management and control of IT assets lifecycle.
KEY ACCOUNTABILITIES:

• Respond to end-user calls and troubleshoots problems to provide timely, efficient and effective IT Help Desk support services to all Company Personnel.
• Analyse and resolve end-user problems as first line support or escalate to second line support and follow up necessary corrective actions.
• Track, monitor, review, analyse user queries and assigns problems to Help Desk Staff, and ensure appropriate and timely resolution of problems.
• Logs all user's reported problems into the incident tracking database which records and tracks every step in the process of providing solutions to improve end-user's productivity,
• Rectifies the problem, and in certain cases when hardware parts replacement or reformatting is required, arranges for the PC to be shifted to the workshop for further action,
• Contacts the vendors if the machine is under warranty and advises their Engineer of the exact problem and arranges for the vendor to collect the equipment for necessary repairs/replacement of parts,
• Coordinate, schedule and inform the concerned End-users about computer systems shutdowns for hardware/software maintenance and upgrades.
• Coordinate and execute the resolution of all IT incidents and problems and ensure the delivery of IT services in accordance with agreed Service Levels.
• Provide IT end-user support services to serve enterprise-wide users community to enable achieve ADNOC ONSHORE overall business objectives.
• Manage all IT assets and warehouses and ensures the maintenance of effective and up-to date inventory list of all IT assets.

Supervision

• Plan, supervise and coordinate all activities in the assigned area to meet functional objectives.
• Train and develop the assigned staff on relevant skills to enable them to become proficient on the job and deliver the respective section objectives.

Budgets

• Provide input for preparation of the Section / Department budgets and assist in the implementation of the approved Budget and work plans to deliver Section objectives.
• Investigate and highlight any significant variances to support effective performance and cost control

Policies, Systems, Processes & Procedures

• Implement approved Section / Department policies, processes, systems, standards and procedures in order to support execution of the Section's / Department work programs in line with Company and International standards.

Performance Management

• Contribute to the achievement of the approved Performance Objectives for the Section / Department in line with the Company Performance framework.

Innovation and Continuous Improvement

• Design and implement new tools and techniques to improve the quality and efficiency of operational processes.
• Identify improvements in internal processes against best practices in pursuit of greater efficiency in line with ISO standards in order to define intelligent solutions for issues confronting the function .

Health, Safety, Environment (HSE) and Sustainability

• Comply with the ADNOC Onshore/ ADNOC HSE procedure requirements.
• Report all incident and occupational illness to line supervisor.
• If aware of any unsafe practice or condition, or if in any doubt about the safety of any situation, immediately consult their Line supervisor.
• Carryout the emergency responsibilities in line with the respective roles as per the emergency organization.
• Be familiar with the ADNOC HSE Recognition and Accountability Framework requirements. Comply with all applicable HSE requirements from time to time. Exercise the STOP Work Authority bestowed where required.

Reports

• Provide inputs to prepare Section MIS and progress reports for Company Management .

COMMUNICATIONS & WORKING RELATIONSHIPS:
Internal

• Regular contact with all ITD leadership and staff, frequent interaction with business users (all Abu Dhabi, Assets and fields), and occasional contact with ADNOC ONSHORE senior management.

External

• Third party suppliers and ADNOC group companies' counterparts.

QUALIFICATIONS, EXPERIENCE, KNOWLEDGE & SKILLS:
Minimum Qualification

• Bachelor Degree in Computer Science / Information Technology / Engineering or equivalent.

Minimum Experience & Knowledge & Skills

• 8 years of experience in related technologies, including at least 3 years in a large industrial organization.

TECHNICAL COMPETENCIES:

• IT Design & Architecture
• Software Programming
• Scripting
• Disaster Recovery (DR) Implementation

BEHAVIOURAL COMPETENCIES:

• Communication
• Teamwork
• Accountability
• Organizing & Execution
• Problem Solving

WORK CONDITION:

Physical Effort

• Mainly office based work with occasional trips to Field/Terminal operations/outside office premises for approximately 10% of the working time.

Work Environment

• Normally air conditioned office with exposure to prevailing Field/Terminal conditions during field visits for approximately 10% of the working time.