About the Role
Jobholders at this level are experienced professionals capable of conducting work with general directions. They are primarily concerned with developing solutions to challenges which require some analysis to understand and resolve, and addressing issues escalated from junior levels. Responsibilities include undertaking complex operational activities, troubleshooting and diagnosing complex requests and incidents across multiple IT applications to identify root causes and resolve them within service level agreements (SLAs). The role also involves assessing IT application change requests, setting priorities, ensuring documentation of incidents and ticket solutions for future reference, and providing periodical performance reports on IT application operations against a set of Key Performance Indicators (KPIs) along with recommendations and corrective actions.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Job Responsibilities
- Conduct research and benchmarking on the latest IT applications operational trends and standards, assess the current model, analyze and identify gaps, and accordingly define IT application operations model in line with IT strategy to meet business requirements and objectives.
- Collect necessary inputs on IT application operations, engage with business owners to understand their needs, and develop effective IT application operations to ensure best-in-class operational performance.
- Receive incidents related to IT applications, handle and prioritize them based on criticality, and recommend corrective actions to resolve issues in coordination with relevant stakeholders, ensuring adherence to the agreed SLA and KPIs.
- Identify production outages and escalations, work closely with all relevant stakeholders to diagnose root causes, and perform correct resolutions.
Job Details
- Engage with the relevant IT functions to plan proactive and preventive maintenance activities for IT applications, ensuring they are implemented properly as planned to improve service availability, and update IT applications documentation accordingly.
- Review incoming change requests related to IT applications, perform detailed impact analysis on all operational aspects, and provide recommendations.
- Monitor and review IT applications workflow, health and safety to minimize potential damage, recommend performance and hardware improvements, and conduct resource optimization to achieve IT applications objectives/KPIs.
- Follow all relevant policies, processes, and standard operating procedures to ensure work is carried out in a controlled and consistent manner.
- Assist in solving escalated problems and provide necessary support for junior team members to ensure work is carried out efficiently.
- Escalate complex problems to the relevant personnel to ensure cases/issues are closed properly.
Education
Bachelor’s degree in Computer Science, Information Technology, or equivalent is required.
Experience
A minimum of 4 years of relevant experience.
Competencies
- Infrastructure Management - Proficient
- Collaboration and Communication - Developing
- IT Operations Management - Advanced
- Professionalism - Proficient
- Database Design and Operations - Proficient
- IT Compliance - Proficient
- Results Oriented - Proficient
- Solving IT Incidents and Problems - Proficient
- Customer Focus - Proficient
- Enablement of Change and Innovation - Developing
- Information Systems Knowledge - Proficient
