About the Job:
The Operations Lead is responsible for managing day-to-day operations, service delivery, reliability, and continuous improvement of client platforms. This role ensures platform availability, operational excellence, incident management, disaster recovery readiness, and effective collaboration across various teams including business, development, infrastructure, security, QA, and external vendors.
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Key Responsibilities:
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Operations Management:
- Lead and oversee operational support of client platforms.
- Ensure platform availability, stability, performance, and reliability.
- Monitor operational KPIs, SLAs, and service health metrics.
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Incident & Problem Management:
- Lead Major Incident Management activities and coordinate resolution efforts.
- Conduct Root Cause Analysis (RCA) and implement corrective actions.
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Release & Change Management:
- Oversee production deployments, releases, and maintenance activities.
- Ensure compliance with change management processes.
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Platform & DevOps Operations:
- Collaborate with DevOps teams to enhance automation and operational efficiency.
- Support Kubernetes, cloud infrastructure, and CI/CD pipelines.
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Disaster Recovery & Business Continuity:
- Lead Disaster Recovery (DR) planning and testing activities.
- Maintain operational runbooks and recovery procedures.
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Stakeholder Management:
- Act as the primary operational contact for business and technical stakeholders.
- Prepare operational reports and service reviews.
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Vendor & Service Management:
- Manage vendor performance against SLAs.
- Handle escalations and ensure timely issue resolution.
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Performance & Capacity Management:
- Monitor platform performance and address bottlenecks.
- Plan future capacity requirements.
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Security, Risk & Compliance:
- Ensure compliance with organizational policies and security standards.
- Support security audits and risk assessments.
Key Performance Indicators (KPIs):
- Platform Availability ≥ 99.9%
- SLA Compliance ≥ 95%
- Change Success Rate ≥ 98%
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum 8 years of experience in IT Operations, Service Delivery, Infrastructure, or DevOps.
- Minimum 3 years in a leadership or management role.
- Proven experience managing large-scale enterprise platforms.
Language Requirements: [Not specified]
Location: Riyadh, Riyadh, Saudi Arabia
Work Conditions: On-site, Full-time
