Operations Lead

What We Need

Operations Management

• Lead and manage the operational support of Sakani and Ejar platforms.
• Ensure platform availability, stability, performance, and reliability.
• Oversee production and non-production environments.
• Monitor operational KPIs, SLAs, and service health metrics.
• Drive continuous service improvement initiatives.

Incident & Problem Management

• Lead Major Incident Management activities and coordinate resolution efforts.
• Manage incident escalations across Development, Infrastructure, Database, Security, and Vendor teams.
• Conduct Root Cause Analysis (RCA) and ensure implementation of corrective actions.
• Track recurring issues and drive long-term solutions.

Release & Change Management

• Oversee production deployments, releases, and maintenance activities.
• Ensure operational readiness before major releases.
• Review implementation and rollback plans.
• Ensure compliance with change management processes and governance standards.

Platform & DevOps Operations

• Collaborate with DevOps teams to enhance automation, reliability, and operational efficiency.
• Ensure monitoring, logging, alerting, and observability capabilities are maintained.
• Support Kubernetes, cloud infrastructure, CI/CD pipelines, and platform operations.
• Drive operational excellence through automation and process optimization.

Disaster Recovery & Business Continuity

• Lead Disaster Recovery (DR) planning, testing, and execution activities.
• Ensure Recovery Time Objective (RTO) and Recovery Point Objective (RPO) targets are achieved.
• Maintain operational runbooks and recovery procedures.
• Coordinate periodic DR drills and readiness assessments.

Stakeholder Management

• Act as the primary operational contact for business and technical stakeholders.
• Coordinate with internal teams, external vendors, and service providers.
• Prepare and present operational reports, service reviews, and executive updates.
• Facilitate operational governance and service review meetings.

Vendor & Service Management

• Manage vendor performance against agreed Service Level Agreements (SLAs).
• Coordinate operational activities with third-party providers.
• Handle escalations and ensure timely issue resolution.

Performance & Capacity Management

• Monitor platform performance, utilization, and capacity trends.
• Identify and address performance bottlenecks.
• Plan future capacity requirements and scalability improvements.

Security, Risk & Compliance

• Ensure compliance with organizational policies, security standards, and regulatory requirements.
• Support security audits, risk assessments, and compliance initiatives.
• Track and mitigate operational risks.

Key Performance Indicators (KPIs)

• Platform Availability* 99.9%.
• SLA Compliance* 95%.
• Change Success Rate* 98%.
• Reduction in Mean Time to Recovery (MTTR).
• Successful Disaster Recovery testing and execution.
• Operational Risk Reduction.
• Stakeholder and Customer Satisfaction.

Reporting To

Scope

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• Minimum 8 years of experience in IT Operations, Service Delivery, Infrastructure, or DevOps.
• Minimum 3 years of experience in a leadership or management role.
• Proven experience managing large-scale enterprise platforms and critical business services.

Experience