وظيفة قائد دعم الأنظمة الرقمية (DevOps Lead) لدى Shabakkat KSA بالرياض

Digital Systems Support Lead (DevOps Lead)

Operations & Support

• Lead day-to-day support activities for digital systems (applications, platforms, integrations, portals, etc.).

• Ensure timely resolution of incidents, service requests, and problems in line with SLAs.

• Act as the final escalation point for complex technical issues.

• Oversee system monitoring, performance optimization, and availability.

Leadership & Team Management

• Manage and mentor the Digital Systems Support team.

• Assign tasks, monitor performance, and ensure continuous skill development.

• Establish clear communication channels within the team and across departments.

Service Management & Governance

• Implement ITIL best practices for incident, problems, and change management.

• Track and report on KPIs, SLAs, and service performance.

• Conduct root cause analysis (RCA) for recurring issues and drive permanent fixes.

• Maintain documentation, knowledge base, and support runbooks.

Projects & Improvements

• Participate in digital transformation initiatives and system rollouts.

• Support system upgrades, patches, and integrations.

• Recommend improvements for stability, scalability, and user experience.

• Liaise with vendors for issue resolution, enhancements, and licensing.

Compliance & Security

• Ensure adherence to cybersecurity, regulatory, and data privacy requirements.

• Implement access control, audit logging, and compliance reporting.

• Collaborate with the Cybersecurity and Risk teams to address vulnerabilities.

Qualifications & Experience

• Bachelor’s degree in information technology, Computer Science, or related field.

• 5+ years of IT/application support experience, with at least 2 years in a supervisory/lead role.

• Strong understanding of digital platforms, SaaS solutions, and system integrations.

• Experience with ITIL processes, service desk tools, and incident management systems.

• Knowledge of cloud platforms (Oracle, AWS, Azure) and enterprise applications preferred.

• Familiarity with regulatory frameworks (e.g., SAMA CSF, PDPL) is a plus.

Skills & Competencies

• Strong leadership, coaching, and team management skills.

• Excellent problem-solving and analytical abilities.

• Effective communication and stakeholder management.

• Ability to prioritize and manage multiple initiatives simultaneously.

• Strong vendor management and negotiation skills.