March 12, 2026 
Dubai 
Full-time Job Description:
Minimum Qualification:
- Bachelor’s degree in Information Technology, Computer Science, Engineering, Information Systems, or a related discipline.
- Professional certification in IT Service Management, such as ITIL, is preferred.
- Additional certifications in incident management, service operations, or cybersecurity are an advantage.
Minimum Experience
- Minimum 10 years of relevant experience in IT operations, production support, service management, or digital platform operations.
- Minimum 3 years of experience in a supervisory or leadership role managing support or operations teams.
- Proven experience in incident management, root cause analysis, service monitoring, and stakeholder coordination.
- Experience in government digital platforms, identity services, critical national systems, or high-availability environments is preferred.
Key Performance Measures
- Incident response and resolution performance
- Timeliness and quality of RCA submissions
- SLA compliance for support tickets and incidents
- Reduction in recurring operational issues
- Service availability and operational stability
- Backlog management and ticket ageing performance
- Monitoring effectiveness and early issue detection
- Timely closure of corrective and preventive actions
- Quality of reporting and governance compliance
- Team productivity and operational effectiveness