Operations Support & Lead (Arabic Speaker)
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Key skills for this role
About the Role
DICETEK LLC is hiring an Operations Support & Lead (Arabic Speaker) to oversee incident management, support ticket handling, and operational processes for government digital platforms.
Key Skills for This Role
Responsibilities
- Oversee incident management, support ticket handling, root cause analysis, operational investigations, service monitoring, stakeholder coordination, and continuous improvement of operational processes
- Act as primary operational lead for production support activities
- Ensure operational issues are managed effectively, escalated appropriately, documented properly, and resolved in coordination with internal teams, technical teams, vendors, and external stakeholders
- Play critical role in improving operational maturity, service resilience, governance compliance, and service performance
Requirements
- Minimum 7 years of relevant experience in IT operations, production support, service management, or digital platform operations
- Minimum 3 years of experience in a supervisory or leadership role managing support or operations teams
- Proven experience in incident management, root cause analysis, service monitoring, and stakeholder coordination
- Experience in government digital platforms, identity services, critical national systems, or high availability environments is preferred
- Arabic speaker
Full Job Posting
Overview
- The role oversees incident management, support ticket handling, root cause analysis, operational investigations, service monitoring, stakeholder coordination, and continuous improvement of operational processes. The role acts as the primary operational lead for production support activities and ensu
Minimum Experience
- Minimum 7 years of relevant experience in IT operations, production support, service management, or digital platform operations.
- Minimum 3 years of experience in a supervisory or leadership role managing support or operations teams.
- Proven experience in incident management, root cause analysis, service monitoring, and stakeholder coordination.
- Experience in government digital platforms, identity services, critical national systems, or high availability environments is preferred.
Technical Competencies
- IT operations and production support management
- Incident management and major incident handling
- Root Cause Analysis and problem management
- Service monitoring and operational reporting
- Ticketing systems and SLA management
- Operational governance and documentation
- Change and release readiness support
- Stakeholder and vendor coordination
- Risk identification and escalation
- Operational investigation and issue analysis
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