Manager - Trade APP Support

Role : Manager - Trade App Support

Location : Abu Dhabi

Role Purpose :

The Manager - Trade App Support is responsible for managing the assigned unit. Team Leader acts as a facilitator for transforming business requirements into effective solutions. The incumbent is responsible to review business requirements, liaise with Internal / External parties to find and supervise the evaluation of a suitable solution. The Team Leader proposes enhancements to business / technical processes for better automation of respective business area, oversees project activities and ensures that implementation is as per defined standards.

Key Accountabilities of the role

• Understand Business Expectations :   Understand current business issues, objectives and expectations from IT. Ensure that requirements are understood, managed, communicated and their status agreed on and approved. Manage expectations by ensuring that business units understand priorities, dependencies, financial constraints and the need to schedule requests. Understand the current business environment, process constraints or issues, geographical expansion or contraction, and industry / regulatory drivers.
• Delivery Management and Communication : FacilitateDevelopment of project charter, resource and time estimation, oversee projects at the various stages along with effective team management, milestone tracking, risk management, preventive and corrective actions. Ensures that periodic updates are sent to stakeholders.
• Relationship Management :   Engage with Business units on periodic basis and act as single point of contact (SPOC) for IT Requirement handling. Address business escalations by working with internal stakeholders and vendors. Have periodic meeting to discuss key strategic initiatives, product enhancements and road-map, provide information on new technology trends. Team Leader is accountable to ensure that actions are assigned and completed as per agreed plan. Recommend new and innovative technology ideas to business that supports business growth and revenue.
• Application Vendor Management : Team Leader to ensure periodic Vendor meetings are held with proper MoM that covers discussion points, decision points and actions. Team Leader is accountable to ensure that actions are assigned and completed as per agreed plan. He is responsible for managing RFP creation, Vendor identification, Vendor proposal evaluation, Contracting, Scope articulation, Vendor on-boarding, Vendor project management.
• Application management :   Team Leader ensure that Application Profile is built and kept up to date. Ensure that application documentation is maintained in library. Team Leader is accountable to oversee application health in terms utilization, performance, availability, issues / defects, changes, vendor support, etc. The main activities related to application management that is monitored are as follows : Service Requests : Team Leader is accountable for proper assignment, planning, tracking, update and closure of all Service Requests assigned to his / her Assignment Group. Change Requests :   Team Leader is accountable for proper assignment, planning, tracking, update and closure of all Change Requests assigned to his / her Assignment Group. Team Leader Accountable for reporting rollout immediately upon implementation. Problem Tickets : Team Leader is accountable for reviewing recurring incidents and logging / reporting it as Problem(s) in required format to be logged in Service Desk as per Problem Management process. Incidents Tickets : Team Leader is accountable for proper assignment, planning, tracking, update and closure of all Incidents assigned to his / her Assignment Group within the specified SLA. Team Leader is accountable to immediately report major incidents / systems failures / outages to ITOps / NOC for further escalations along with required details, also Team Leader is accountable for escalating the same to Head by any means available. Review work-arounds and assess to promote an incident to problems. As P1 should be logged in Arclogic as per defined format. Team Leader is responsible to provide the required information as per the prescribed format for P1 incidents.. Closure of VA and PT findings :   Team Leader is accountable to ensure that a plan is in place to process VA Assessments / Penetration Testing wherever applicable and supervise the closure of VA / PT findings, assigned and executed on time in order to close all the findings against the plan.

Unit Management :   Team Leader is responsible to conduct periodic Team Meetings covering unit activities, projects, tasks, tickets, issues, problems, etc. As Team Leader, the key main functions is as follows :

Goals :   Unit head is responsible to actively contribute in achieving Goals and take necessary action.

Dashboard : Team Leader is responsible to submit a monthly dashboard highlighting unit’s performance during the month, covering Service Desk interactions, Projects, Major Tasks, Availability & Performance of applications, outages, etc.

Leave Management : Team Leader is accountable to ensure a leave plan is in place for all his subordinates (Staff & Outsourced) while ensuring proper backup is always available.

Training / Career Planning : Team Leader is accountable to identify relevant trainings for their staff provides the plan, ensuring their enrollment, and attendance.

Team Leaders are accountable to ensure that the Staff have completed all mandatory trainings announced from time to time.

Documentation Reviews (Standard, Procedure, Forms, Templates), Updates and awareness :   Team Leader is accountable to review and update documents owned by him / her or their team or provide valuable input to document owner. Team Leader is accountable to ensure that his unit members and vendors (including new joiner & vendors) are attending awareness sessions.

RCSA : Team Leader is responsible to review; activities performed by his unit, or applications owned by his unit or environment / infrastructure associated with his application, and identify inherent risk, define controls and take necessary action to mitigate any identified issues.

Control Testing : Team Leader is responsible for performing or actively participating in Control Testing, for controls owned by his Unit or supporting other units in their control testing. Team Leader is responsible to take required action to close Issues / Actions / Incidents in Arclogic that are a result of GAAR, ITCA, Control Testing, VA, Incidents, etc. Team Leader is responsible to report progress on periodic basis.

Reports : Team Leader is responsible to timely provide required inputs for various reporting needs such as Daily Dashboard, GM Weekly Report, MBL, Weekly Report, MBR (Monthly Business Review) etc.,

Specialist Skills / Technical Knowledge Required for this role :

implementation of ESB best practices.