About the Role

The Technical Operations Management Team Leader is responsible for leading and managing the Site Reliability Engineering team to ensure the availability, performance, and reliability of all digital platforms. The role oversees monitoring operations, observability strategy, automation initiatives, and incident management, while driving continuous improvement and aligning technical capabilities with business objectives.

Responsibility:

• Lead and manage the SRE team to ensure effective monitoring, observability, and reliability practices across all digital channels.

• Own and govern the Dynatrace platform, ensuring optimal utilization, standardization, and continuous improvement.

• Define, implement, and evolve the observability strategy in alignment with business and technology goals.

• Oversee monitoring operations for applications, infrastructure, and digital platforms (e.g., mobile apps and websites).

• Ensure the development and standardization of dashboards, alerts, and business KPIs across all services.

• Drive automation initiatives (e.g., auto-remediation, alert optimization, workflow automation) to improve efficiency and reduce manual effort.

• Ensure full observability coverage for all new services, features, and system integrations.

• Lead performance monitoring and optimization efforts to enhance system stability and user experience.

• Oversee integrations between monitoring tools and other enterprise systems.

• Establish and enforce best practices, standards, and governance for monitoring and incident management.

• Ensure effective root cause analysis (RCA) practices and follow-up actions to prevent recurrence.

• Monitor and report on system performance, availability, and reliability metrics.

• Ensure proactive identification of risks, issues, and performance bottlenecks.

• Validate and approve monitoring configurations, alerting strategies, and dashboard designs.

• Perform all the above-mentioned roles and responsibilities in compliance to the Information Security Management System (ISMS) policies, Group policies and report any information/physical security breaches, non-compliance gaps or incidents to the supervisor/manager immediately

• Be aware of, and adhere to, all environmental requirements as set by the statutory bodies in Kuwait, or by the published policies of Zain Group/Kuwait

• Zain abides by fulfilling the occupational health and safety certificate requirements that establishes and maintains an OH&S management system that eliminates hazards and minimizes OH&S risks (including system deficiencies), take advantage of OH&S opportunities and addresses OH&S management system nonconformities associated with its activities to all youth .

What We Need From You

Skills:

• Manage team workload, priorities, and resource allocation to ensure service reliability and operational efficiency.

• Provide technical guidance, coaching, and mentorship to team members.

• Set performance objectives and conduct regular evaluations for team members.

• Collaborate with development, infrastructure, and business teams to ensure alignment and effective communication.

• Operating Systems & Infrastructure Awareness

• Troubleshooting & Root Cause Thinking

• Intermediate - Networking background

• Intermediate - Programming and development (Java script, React, React Native …etc.)

• Intermediate - SQL/ PLSQL

Education Level & Major: Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a any related field.