The Operations Lead is responsible for leading the day-to-day operations, service delivery, reliability, and continuous improvement of the Sakani and Ejar platforms. This role ensures platform availability, operational excellence, incident management, disaster recovery readiness, and effective collaboration between business, development, infrastructure, security, QA, and external vendors.
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Key Responsibilities:
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Operations Management:
- Lead and manage the operational support of Sakani and Ejar platforms.
- Ensure platform availability, stability, performance, and reliability.
- Monitor operational KPIs, SLAs, and service health metrics.
- Drive continuous service improvement initiatives.
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Incident & Problem Management:
- Lead Major Incident Management activities and coordinate resolution efforts.
- Conduct Root Cause Analysis (RCA) and ensure implementation of corrective actions.
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Release & Change Management:
- Oversee production deployments, releases, and maintenance activities.
- Ensure compliance with change management processes and governance standards.
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Platform & DevOps Operations:
- Collaborate with DevOps teams to enhance automation and operational efficiency.
- Drive operational excellence through automation and process optimization.
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Disaster Recovery & Business Continuity:
- Lead Disaster Recovery (DR) planning, testing, and execution activities.
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Stakeholder Management:
- Act as the primary operational contact for business and technical stakeholders.
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Vendor & Service Management:
- Manage vendor performance against agreed Service Level Agreements (SLAs) and coordinate operational activities with third-party providers.
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Performance & Capacity Management:
- Monitor platform performance and address performance bottlenecks.
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Security, Risk & Compliance:
- Ensure compliance with organizational policies, security standards, and regulatory requirements.
Key Performance Indicators (KPIs):
- Platform Availability ≥ 99.9%
- SLA Compliance ≥ 95%
- Change Success Rate ≥ 98%
- Reduction in Mean Time to Recovery (MTTR)
- Successful Disaster Recovery testing and execution
- Operational Risk Reduction
- Stakeholder and Customer Satisfaction
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 of experience in a leadership or management role.
- Proven experience managing large-scale enterprise platforms and critical business services.
- Experience working with cross-functional teams and external vendors.
Work Conditions:
On-site, Full-time
Location:
Riyadh, Riyadh, Saudi Arabia
