Al Futtaim Jobs - Technical Lead - Retail Operations Support | Enterprise IT | Dubai (Dubai, AE)

Job Requisition ID: 99502 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

Come join us to live well, work better, and be the best.

About the Role 

• You will be responsible for the usage of technologies across the existing client product portfolio collaborating daily with business users, design team, technology, and architecture teams
• You will oversee the management, maintenance, ongoing configuration and repair of retail applications (web based and core store solutions)
• You will own and manage the testing strategy for web developments and core applications, working with business users and third parties where necessary to ensure proper functionality 
• You will forge resilient and trusting relationship with operational channel leads in the retail business to ensure  business continuity and continuous improvement
• You will be the retail systems ‘go to’ for service management approaches to ensure efficient and effective incident resolution, for new business development and existing system support across the retail channels (store, e commerce, marketplace)

 

About the Responsibilities

Responsible for the usage of technologies across the existing client product portfolio collaborating daily with business users, design team, technology, and architecture teams

• Work within the retail tribe to ensure selected technology development meets business requirement

 

Oversight of the management, maintenance, ongoing configuration and repair of retail applications (web based and core store solutions)

• Alignment with third party vendors to manage the application portfolio ensuring appropriate service management provision in contracts
• Identify resource requirements necessary to maintain the ops function, submit appropriate budgets and ensure management within the same

 

Own and manage the testing strategy for web developments and core applications, working with business users and third parties where necessary to ensure proper functionality 

• Work with LOB Director, Tribe resources and Project managers to ensure that a testing strategy is introduced
• Ensure the successful identification of issues in testing and resolution of same
• Manage the quality of testing scripts
• Manage third party testing partners and automated testing solutions
• Ensure business involvement in testing activity

 

Own and manage the retail service management approaches to ensure efficient and effective incident resolution, for new business development and existing system support across the retail channels (store, e commerce, market place)

• Always ensure compliance with enterprise IT service management approaches
• Review Service and incident data regularly to identify frequency of issues to find long term fixes to reduce service volumes
• Ensure strong and appropriate communication of issues to key stakeholders to minimize business disruption
• Ensure resolution of incidents and service requests within agreed SLAs
• Own the integrity of service management tools, ensuring compliance of use across the business.

 

About the Requirements

Education: Degree in Computer Science/IT/Engineering/Science; Preferably Management Training (MBA, etc.)

Minimum Experience and Knowledge:  10 years IT Service and Support Experience, 5-10 years Retail Business Process knowledge (multiple channels); 2-3 years WebOps experience in an established

e-Commerce environment

 

Job-Specific/Technical Skills required to complete the tasks:

• Strong and varied leadership approach, with the ability to motivate and develop teams providing an equal blend of vision, challenge and support.
• Service Delivery / Management experience in a complex / large scale internal and external environment
• Strong and influential relationship management skills with stakeholders, suppliers, colleagues and users in pursuit of delivering high quality services whilst maintaining service targets
• Applied use of ITIL Framework to deliver process improvement
• Strong analytical skills, and able to make sense of complex and logical problems quickly
• Effective problem solver with ability to examine and re-engineer processes procedures and practices
• Ability to work under pressure and demonstrate resilience to ensure the correct solution is selected with a full understanding of the costs, timescales and risk involved
• High level of IT competence with aptitude for learning new technologies and processes with a focus on Service Desk and ITIL technologies and processes
• Ability to analyse a range of information sources and to resolve potentially conflicting information and viewpoints to achieve an agreed outcome
• Commercially astute – experienced in understanding contractual obligations and working to deliver high quality on this basis
• Ability to prioritise and plan, balancing priorities and deadlines

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

 

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

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