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) in Dubai to oversee incident management, support ticket handling, root cause analysis, and service monitoring.
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 the 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 a 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 (implied by title)
Full Job Posting
Role Overview
- Oversees incident management, support ticket handling, root cause analysis, operational investigations, service monitoring, stakeholder coordination, and continuous improvement of operational processes
- Acts as the primary operational lead for production support activities
- Ensures operational issues are managed effectively, escalated appropriately, documented properly, and resolved in coordination with internal teams, technical teams, vendors, and external stakeholders
- Plays a critical role in improving operational maturity, service resilience, governance compliance, and service performance
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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