Technical Operations & Delivery Manager
PLEASE READ CAREFULLY BEFORE APPLYING. Location: Dubai, U.A.
Skills
About This Role
Overview
PLEASE READ CAREFULLY BEFORE APPLYING.
Location
Dubai, U.A.E.
Visa
Provided.
Industry
Fintech / Crypto / Payments.
About Us
We are a rapidly growing fintech company building a crypto wallet, card, and payment ecosystem for users across Asia and other international markets.
We are seeking a highly organised and technically competent Technical Operations & Delivery Manager to act as the operational bridge between our development teams, customer support teams, vendors, and management.
This is not a software development role.
This is a hands-on management and coordination role requiring strong technical understanding, operational discipline, and the ability to hold teams accountable for delivery and quality.
Infrastructure & Platform Oversight
- Monitor and oversee AWS infrastructure, cloud resources, deployments, and system health.
- Work closely with DevOps and development teams to ensure platform stability, security, scalability, and uptime.
- Review infrastructure changes and ensure best practices are followed.
- Monitor CI/CD pipelines, deployment processes, GitHub/GitLab repositories, and release management workflows.
- Coordinate with technical teams to investigate and resolve production incidents and service disruptions.
- Escalate infrastructure, security, or operational risks to management promptly.
Technical Delivery Management
- Track and manage all technical projects, feature implementations, API integrations, bug fixes, and production releases.
- Ensure developers deliver tasks within agreed timelines and quality standards.
- Monitor productivity of external development teams and ensure allocated support/development hours are utilised efficiently.
- Challenge unrealistic estimates, identify delays, and proactively remove blockers.
- Ensure proper ticket management, documentation, testing, and release readiness.
- Maintain visibility of project status, risks, dependencies, and delivery timelines.
L2 / L3 Support Oversight
- Coordinate with technical support teams and development teams to ensure timely resolution of escalated issues.
- Monitor response times, resolution times, backlog management, and SLA compliance.
- Ensure critical production issues are prioritised and resolved appropriately.
- Follow up on unresolved issues and provide regular status updates to management.
Customer Support Quality Oversight
- Conduct periodic reviews of customer support interactions and ticket handling quality.
- Ensure customer communications are professional, consistent, and aligned with company standards.
- Monitor ticket escalation processes between Customer Support, Technical Teams, Compliance Teams, and Finance Teams.
- Ensure support teams receive timely responses from internal stakeholders.
- Identify recurring customer issues and recommend process improvements.
Reporting & Governance
- Prepare weekly and monthly operational reports for management.
- Report on:
- Development progress
- Infrastructure health
- Open risks and blockers
- Support performance
- Vendor performance
- Release readiness
- Maintain project documentation, operational procedures, and management dashboards.
Required Experience
- 3+ years of experience in technical project management, delivery management, technical operations, DevOps coordination, or similar roles.
- Strong understanding of AWS cloud infrastructure.
- Good understanding of GitHub, GitLab, CI/CD pipelines, deployment workflows, and software release processes.
- Experience working with development teams, support teams, and third-party vendors.
- Experience tracking software delivery, technical projects, and operational KPIs.
- Strong stakeholder management and communication skills.
- Ability to understand technical discussions and challenge assumptions when necessary.
Preferred Experience
- Fintech, payments, banking, crypto, or regulated technology environments.
- Experience working with remote and outsourced development teams.
- Familiarity with security, compliance, KYC, AML, and operational governance processes.
- Experience using Jira, Confluence, Notion, ClickUp, or similar project management platforms.
What We Are Looking For
- Someone who acts as the founder's eyes and ears across technology, support, and operations.
- Strong ownership mindset.
- Excellent organisational skills.
- Ability to hold teams accountable professionally.
- Calm and structured approach under pressure.
- Strong attention to detail.
- Honest communicator who escalates risks early rather than hiding problems.
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