About the Role

Department/Section: Technology IT Operations

Job Title:                    e-services & Applications Operations Advanced Specialist

Reports to:                 Services and Enterprise Systems Operations Manager

Job Purpose:

Accountable to the Services & Enterprise Systems Operations Manager. Responsible of Technology’s daily Operations, Maintenance and Support of Customer Application and Services to achieve and maintain the highest quality level of offered services to customer. Ensure the highest possible level of customer satisfaction and improve the customer experience.

Key Tasks/Accountabilities:

• Manage the daily Operations, Maintenance and Support of Deployed Applications, Services and Systems in alignment with e-services and Applications Dev team

• Conduct periodic health checks and preventive maintenance

• Receive and attend incidents (fault analyses, determination of cause, and directing corrective action) and coordinate with concerned Technical Stakeholders to ensure resolution within SLAs and provide related reports

• Support roll-out of new releases and systems in the Operations Environment; assist in Acceptance Testing by provisioning Resources in alignment with e-Services and Applications Development Team

• Attend, review and sign-off Acceptance Tests (operational acceptance tests)

• Supervise infrastructure managed services and monitor vendors’ performance in operations, maintenance, administration and support

• Monitor and review abnormal condition reports and provide technical reports

• Ensure that Application and Services are able to deliver the best fit capacity and performance in alignment with capacity management

• Work Collaboratively with e-Services and Applications Dev. Team across the Services/Apps lifecycle (Dev-to-Ops) in a DevOps/SRE fashion (Ops to support in Dev if needed and Dev. To support in Ops if needed)

What We Need From You

Typical Performance Measures:

• Customers Applications Performance KPIs and SLAs tracking

• Quality of relationships with internal customers/peers/suppliers

• Delivery of outcomes to agreed quality standards and deadlines

• Accomplishment of internal and external customers’ requirements

Dimensions:

• Responsible for maintain technology quality with customer

  • Specialist role over 3-5 year’s relevant experience.

  • Significant Problem handling and Customer Service

• Capable of troubleshooting, analyze, report & improve services

• Develop coordinated Plans to support the expanding Technology demands

• Coordinate & manage the MS project

PERSON SPECIFICATION

Qualifications/Experience:

• Degree in Computer Science, Computer Engineering, Telecom Engineering or any relevant field

• Minimum 3 - 5 years’ experience in related field

• Skills in SW Development and Deployment is highly recommended

• Agile, DevOps, SRE Certificate “is a plus”

Knowledge:

• Applications Support and Maintenance, and Management

• Management experience for Application Webserver and Database Administration

• Applications Monitoring and Performance Management (e.g. Synthetic Monitoring, Systems Monitoring, Log Monitoring)

• Knowledge with Software Development and Testing

• Vendor/MS Perf. Management

• Handling of trouble ticketing systems, e.g. Remedy

• Agile and DevOps and CloudNative Deployment Environment Knowledge

Skills and Key Behaviours for Success:

• Strong Communication skills

• Good Presentations Skills

• Ability to Interpret and Apply Best Practice Methods/Processes (a Change Agent personality) – this is important

• Tedious and Repetitive works Automation Mindset

• Excellent Numeracy and Analytical skills

• Conflict handling and resolution skills

• Change Management

• Highly developed Reports Writing, Abstraction, Presentation and Communication Skills – both “verbal and written” in both “Arabic and English”