DescriptionAs a team member of IT, the End User Computing Manager (EUC) is the technical expert for

the day-to-day operations of the End User Computing Environment. The EUC manager will manage all

Client Assets, Client Capacity Management, and End User Communications as well as support

Change/Release/Deployment Management and Project Management to End User Computing Environment. Work

involves a considerable amount of creativity, perception and independent action including

significant independent judgment. Assist in managing the IT supplier at various levels (i.e. Help

Desk to external supplier support) to ensure that all IT production operations and business

objectives are met. NOTE: This job will require the oversight and management of a 24x365

environment which may require some off shift work. This position will also require on-call response

to incidents as necessary.Roles and ResponsibilitiesThe Manager of End User Computing will work

closely with all IT stakeholders to perform the following tasks using a combination of solid

operational practices, strong analytical and problem-solving skills, and teamwork techniques:

•Provide Management and leadership to the OnStar call center site manager, vehicle validation &

engineering support lead and the suppliers supporting our users.•Provide management and leadership

for asset management, consumption management and office automation communications.•Provide

management, leadership and support for project management, change/release management, SIT/UAT/SRT

testing and incident management.•Drive suppliers to expedient service restoration during

system/infrastructure failures that impact OnStar's ability to provide service to their customer

base. •Creation of monthly asset/consumption reporting, desktop site reconciliation reporting and

billing validation reporting•Management of the EUC financials which includes forecasting, budget

adherence, budget variance reporting, grs/peregrine approvals as well as timely

validation/processing of EUC billing requests.•Act as the liaison between IT, supporting

suppliers, and the various lines of business to ensure project priorities and goals are achieved.

•Adherence to cornerstone compliance.•Assist in the development and review of new endeavors that

would impact OnStar lines of business. •Act as a point of contact for End User Computing related

issues as they pertain to the specific line of business, as impacted by operational problems.

•Support new initiatives and projects defined by the OnStar business and prioritized by OnStar

IT•Manage an ongoing and ever-changing list of prioritized tasks and requests as they relate to

the call center and call center support as well as impacting our business user community.•Assist

in any validation of approved hardware and/or software deployments (assist the OnStar release team

with reviews and participate with Release activities) •Provide technical expertise to the OnStar

change team during Change Advisory Board or Emergency Change Advisory Board Meetings for End User

Computing impacts.•Assist in development of cost and time requirements for implementation of new

or revised systems when needed•Interface with the application sustain resources to ensure changes

to applications resolve issues and do not cause further impact to production.•Keep leadership and

end users advised of incident status and problem resolution progress •Regular contact with others

outside the work group •Adheres to OnStar and GM security procedures •Establishes a course of

action to accomplish completion of the job and/or project •Coordinates input from

internal/external customers to better understand customer needs and/or perceptions •Keeps abreast

of current product developments and trends in areas of expertise •Actively identifies new areas

for learning and takes advantage of learning.Qualifications•Bachelor of Science degree in

Information Systems, Computer Science, or related field•5+ years of experience developing and

architecting distributed, component-based, service-oriented solutions for an enterprise•Experience

with SOA and Web Service stacks, standards, products, and technologies.•Experienced in following

industry-proven software engineering practices such as SEI CMMI and agile methods like

FDD•Experience with IT outsourcing and offshore development models•Experience developing and

delivering highly available and complex systems•Experience with commercial and open-source web

server, application server platforms and enterprise middleware, including MOM, TP Monitors, system

management and security systems•Experience with Object-Oriented Analysis and Design (OOAD)Basic

Required•Bachelor's Degree in Computer Science, MIS, or other technical degree •3 to 5 years in

Information Technology - preferably in project management or operations •Leadership experience

•Understanding of LAN/WAN functionality •Knowledge of basic call center infrastructure

components such as Telephony, IVRs, and CTI •Excellent Oral/Written communication skills •High

level of sound logic and analytical ability where problems are unusual and difficult

•Attentiveness to detail and precision •High level of interpersonal skills to work effectively

with others •Knowledge of monitoring applications including Vantage and Sitescope; high-level

programming techniques; local operating systems capabilities; creation of scripts and security

procedures. •Demonstrated technical and professional skills in job-related area required

•Appropriate interpersonal styles and communication methods to work effectively with business

partners to meet mutual goals required •Experience creating and reviewing operations policies and

procedures Basic Preferred•Masters degree advanced degree in Information Systems, Computer

Science, or related field•Experience with large scale high volume contact centers•Experience

with critical high-availability class systems, active-active configurations and related fail mode

management and remediation techniques•Familiarity with telecommunications technology, including

H.323, SS7, SIP, VOIP•Familiarity with enterprise data systems, including RDBMS, data warehousing,

datamarts, OLTP, OLAP•Excellent written and verbal communication skills•Highly developed

presentation skills•Fluent in both English and Arabic with the ability to speak and write in both

languages•Experience with working in the Middle East5 - 20 yearsBasic - Bachelor of Science ,

Bachelor of Technology/Engineering ( Computers ) , Bachelors in Computer Application ( Computers )

To apply for this job, contact us at:
Web site: http://www.naukrigulf.com/ni/nijobsearch/job_details.php?f=200212000067&xz=11_0_15
 

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