Assistant Manager - Operations & Support, IT (Temporary Position)
Role Overview
Own service continuity, operational reliability, and support governance across assigned DIFC digital platforms, including websites, mobile applications, wayfinding, queue management, and payment kiosks.
Act as the primary operational contact and coordinate issue resolution, service restoration, and permanent corrective actions.
Key Skills for This Role
Full Job Posting
Role purpose
Own service continuity, operational reliability, and support governance across assigned DIFC digital platforms, including websites, mobile applications, wayfinding, queue management, and payment kiosks.
Act as the primary operational contact and coordinate issue resolution, service restoration, and permanent corrective actions.
Service operations and incident management
- Manage system support, monitor service health, and coordinate timely restoration and coverage for critical customer-facing services.
- Maintain systems, environments, interfaces, dependencies, procedures, support contacts, access information, and support guides; track certificates, domains, subscriptions, licenses, hosting, and vendor-support renewals.
- Record and track operational issues in Azure DevOps with evidence, classification, business impact, severity, ownership, target dates, dependencies, status, and closure information.
- Escalate critical incidents and overdue tickets, coordinate workarounds and fixes, and retain audit-ready closure traceability.
Technical coordination and governance
- Coordinate developers, vendors, managed-service providers, infrastructure, integration, and business teams during troubleshooting and technical investigations.
- Track estimates, dates, dependencies, risks, and progress; review fixes, escalate constraints or repeated failures, and ensure corrective actions are completed.
- Coordinate changes through development, testing/UAT, approval, deployment, rollback, post-release validation, and support handover.
- Analyze incidents and root causes, improve prevention and monitoring, and report service, backlog, resolution, defect, vendor, risk, and expiry metrics.
Experience and qualifications
- Requires 6+ years in IT service operations, application support, production support, or digital-platform operations, including 2+ years leading cross-functional incident or support coordination.
- Requires experience supporting business-critical or customer-facing applications and handling incidents, defects, SLAs, escalations, service restoration, and operational readiness.
- Requires a bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.
- ITIL 4 Foundation or an equivalent IT service-management qualification is strongly preferred.
Technical knowledge
- Requires strong IT service-management knowledge and advanced practical use of Azure DevOps Boards, backlogs, and dashboards.
- Working knowledge includes web/mobile platforms, APIs and integrations, cloud/hosting environments, logs and monitoring, databases, messaging services, and information-security controls.
- Must be able to coordinate critical incidents and planned production releases outside standard business hours when required.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career