Assistant Manager - Operations & Support, IT (Temporary Position)

DIFC; Dubai; On-site; AED 360,000 - 480,000; Full time

Job summary

DIFC is seeking an experienced IT Service Operations Lead to oversee service continuity and reliability of DIFC digital platforms, including websites, apps, and payment kiosks. You will be the primary contact for operational issues, manage incidents in Azure DevOps, and coordinate development, vendor, and infrastructure teams to restore services and implement fixes.

With 6+ years in IT service operations and ITIL qualification, you will drive governance, tracking of SLAs, and performance

Qualifications

• Bachelor's degree or equivalent in CS/IT/Engineering.
• ITIL 4 Foundation or equivalent ITSM qualification preferred.
• Proven proficiency with Azure DevOps for incident and release management.

Responsibilities

• Manage support for DIFC digital systems, acting as the primary contact for service issues and monitoring service health.
• Coordinate developers, vendors, infrastructure, and business teams to restore services and implement permanent fixes.
• Record issues in Azure DevOps with evidence, ownership, and escalation details; track tickets and SLA adherence.
• Drive root-cause analysis, preventive improvements, and regular reporting on availability and incident trends.
• Coordinate operational changes through development, testing, deployment, and post-release validation.

Skills

Azure DevOps

Incident management

IT service management

Stakeholder coordination

Education

Bachelor's degree in Computer Science / IT / Engineering

ITIL 4 Foundation

Tools

Azure DevOps Boards

Monitoring & alerting tools

Job description

Responsible for service continuity, operational reliability, and support governance across assigned DIFC digital platforms, including websites, mobile applications, wayfinding, queue management, payment kiosks, and other digital services. The role acts as the primary point of contact for operational issues, manages incidents, bugs, and tickets through Azure DevOps, and coordinates developers, vendors, infrastructure, integration, and business teams to restore services and implement permanent corrective actions. It also maintains support ownership, escalation paths, documentation, dependencies, renewals, and performance visibility in line with DIFC's information security and service-management standards.

Key Focus Areas

Service Operations & Ownership

• Manage support for assigned IT-Digital systems, act as the primary point of contact for service issues, monitor availability, performance, stability, and service health, and coordinate timely restoration and coverage for critical customer-facing services.
• Maintain system, environment, interface, dependency, support, escalation, contact, procedure, access, and support-guide information; track renewals for certificates, domains, subscriptions, licenses, hosting, and vendor support.

Incident, Bug & Ticket Management

• Ensure every operational issue is recorded in Azure DevOps with sufficient evidence, correct classification, business impact, priority/severity, owner, target date, status, dependencies, and closure information.
• Monitor unresolved and overdue tickets, escalate critical incidents and ownership gaps, coordinate workarounds and permanent fixes or backlog items, enforce closure evidence and stakeholder confirmation where applicable, and retain audit-ready traceability.
• Coordinate developers, vendors, managed-service providers, infrastructure, integration, and business teams; provide reproducible issue information, arrange troubleshooting sessions, and coordinate logs, diagnostics, and technical investigations.
• Track estimates, dates, dependencies, risks, and progress; review fixes against business impact, challenge high-risk timelines, escalates constraints or repeated failures, and ensure permanent corrective actions are completed.
• Coordinate operational fixes and production changes through development, testing/UAT, approval, deployment, rollback, post-release validation, and support handover to ensure operational readiness.
• Analyze recurring incidents and root causes, drive preventive and monitoring improvements, and report availability, incident volumes, backlog ageing, resolution performance, recurring defects, vendor performance, risks, and upcoming expiries.

Candidate Profile

• 6+ years of experience in IT service operations, application support, production support, or digital-platform operations, including at least 2 years leading cross-functional incident or support coordination activities.
• Proven experience supporting business-critical or customer-facing applications, with responsibility for incidents, defects, SLAs, escalations, service restoration, and operational readiness.

Technical Skills and Knowledge

• IT Service Management & Operations: Strong knowledge of incident, problem, change, release, service-request, major-incident, root-cause analysis, SLA/KPI management, service availability, support documentation, and operational governance; advanced practical use of Azure DevOps Boards/backlogs/dashboards.
• Digital &Technical Support: Working knowledge of web/mobile platforms, APIs and integrations, cloud/hosting environments, application logs and monitoring, databases, pay mentor messaging services, and information-security controls.

Mandatory Qualifications / Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline; ITIL 4 Foundation or an equivalent IT service-management qualification is strongly preferred.
• Demonstrated proficiency in Azure DevOps for incident, bug,backlog, evidence, ownership, and reporting management, with the ability to coordinate critical incidents and planned production releases outside standard business hours when required.