This role oversee oversee all IT Operations functions to ensure efficient daily IT operations, end-user support, and vendor management, ensuring uninterrupted availability of Tanmiah’s IT systems in line with approved SLAs and quality standards.
Responsibilities
- Manage and oversee IT Application Support functions, Infrastructure Support, and other IT Operations functions (such as the Service Desk) to achieve defined quality standards, meet agreed timelines, and ensure user requirements are fulfilled.
- Design, configure, and manage switching environments, wireless networks, multi-server environments, and other complex infrastructure platforms that support critical applications and ensure high availability.
- Ensure all core systems, applications, networks, and devices operate reliably, are maintained in a cost-effective manner, meet agreed service levels and standards, and support defined business and user needs.
- Lead the delivery of effective application support, live simulations, and IT systems/application troubleshooting through team management, including external vendors, to ensure internal and external customer satisfaction while maintaining uninterrupted operations.
- Oversee and execute quality assurance activities related to IT systems performance, review application performance, and provide regular performance reports.
- Lead coordination efforts with internal teams and external vendors to ensure system management activities are effectively executed in alignment with business requirements.
- Lead the execution of Disaster Recovery plans, in coordination with other IT teams when required, to ensure the protection and continuity of all IT operations.
- Monitor and follow up on incidents, pending, stalled, or open issues with the assigned IT teams to ensure timely resolution and minimal service impact.
- Ensure the availability of required training and documentation for staff related to updates, enhancements, fixes, and newly implemented projects across both application and infrastructure domains.
Qualifications
- Bachelor’s or Master’s degree in Information Technology, Computer Science or a related or equivalent major.
- Minimum of 10 years of experience in IT Operations, including at least 5 years in a leadership role.
- Excellent communication and report-writing skills in both Arabic and English.
Work Conditions:
- Full-time (Sunday to Thursday).
- Working hours: 9:00 AM – 5:00 PM.
- Office-based at Tanmiah's headquarters in Riyadh.
