Head of Support & Maintenance Section

Job Purpose

System Support and Maintenance (L3)

• Leads and developed a highly skilled support team, providing expert guidance and oversight in resolving incidents and service requests related to GPSSA's front-end systems and data platform.
• Demonstrates advanced technical acumen in diagnosing complex system issues, troubleshooting escalations, and ensuring swift resolution to minimize system downtime for critical customer-facing applications.
• Oversees operational stability by utilizing advanced monitoring tools and methodologies, ensuring the timely detection and resolution of performance issues, and mitigating risks associated with system outages.
• Develops and maintains comprehensive maintenance schedules, including regular patches, system updates, and necessary upgrades to ensure system reliability and security.
• Manages the day-to-day operations of the front-end systems and data platform (excluding infrastructure), including ensuring peak performance, managing system load, conducting preventive maintenance, and overseeing performance tuning.
• Provides technical leadership during the release management process, coordinating seamless deployments of system updates, software changes, and new feature rollouts with minimal disruption to critical business operations.
• Collaboration and Integration
• Works closely with the Digital, Data, and AI teams to ensure smooth and efficient transition of new developments into production environments, offering technical insights to optimize performance and minimize integration challenges.
• Collaborates with cross-functional teams and support specialists to document recurring issues, identify root causes, and propose long-term solutions to prevent future disruptions.
• Establishes and nurtures a structured collaboration framework and governance processes with the helpdesk, ensuring efficient issue resolution, knowledge sharing, and alignment in meeting service delivery expectations.

Vendor Management

• Manages strategic relationships with external vendors to handle complex maintenance tasks, ensuring adherence to Service Level Agreements (SLAs) and maintaining high levels of service reliability.
• Validates third-party vendor solutions for system compatibility, reviewing technical specifications and conducting rigorous testing to ensure integration readiness and minimize operational risks.
• Governance and Reporting
• Implements robust change management processes, ensuring controlled updates and minimizing business disruptions through thorough testing, coordination, and communication.
• Provides detailed reports on system performance metrics, offering actionable insights for continuous improvement initiatives and ensuring systems remain aligned with business objectives.
• Leads technical governance, ensuring compliance with best practices and internal standards for system stability, security, and efficiency.

People Management Responsibilities

• Defines goals and key performance indicators for each member of the team and ensure effective implementation of the performance management process.
• Manages the team members by evaluating their performance, providing feedback on an on-going basis, identifying development needs and coaching them to ensure capability development.

Education and Experience

• Bachelor's degree in Computer Science Engineering, Information Technology, or a related field.
• ITIL Certified.
• Minimum of 10+ years in IT support and maintenance.
• UAE National Candidate.