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Digital Support Lead
Q Mobility
Abu Dhabi, UAE
Full-time
Mid-Senior
Onsite
Discovered 1 weeks ago
IT operationsProduction supportIncident managementProblem managementChange managementSLA management
Role Overview
Lead the L3 team responsible for final-level incident resolution for the Darb app, backend services, and integrations.
Key Skills for This Role
IT operationsProduction supportIncident managementProblem managementChange managementSLA management
Full Job Posting
Role
Lead the L3 team responsible for final-level incident resolution for the Darb app, backend services, and integrations.
Responsibilities
- Lead and manage a team of support specialists and developers.
- Own L3 incidents end to end across Darb, UPMS, CRM, Mpark, and legacy systems, from root cause through closure within SLA.
- Coordinate App, Database, Development, Infrastructure, and vendor teams to resolve incidents and prevent recurrence.
- Report on SLA performance, recurring issues, and escalation trends.
Experience and qualifications
- 10+ years in IT operations, production support, or incident/problem management, with hands-on ownership of live production issues.
- Experience running incident, problem, and change management under SLA, including P1–P3 tickets, root cause analysis, and post-incident reviews.
- Strong backend diagnosis skills across APIs, databases, message queues, and logs.
- Experience with Jira Service Management or a similar tool, and with Splunk, ELK, or Grafana.
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