Operations Support & Lead (Arabic Speaker)

Dicetek LLC; Dubai; On-site; AED 80,000 - 100,000; Full time

Job summary

Dicetek LLC in Dubai is seeking a qualified candidate to oversee incident management and support ticket handling in an operational environment. With a focus on service monitoring, the individual will act as the primary operational lead and ensure the proper escalation and resolution of issues.

The ideal candidate will have a minimum of 7 years in IT operations, at least 3 years in a supervisory role, and proven experience in working with government digital platforms. The position emphasizes stakeholder coordination and improving service performance.

Qualifications

• Minimum 7 years of relevant experience in IT operations or production support.
• At least 3 years in a supervisory or leadership role managing support teams.
• Experience in government digital platforms or critical national systems is preferred.

Responsibilities

• Oversee incident management and support ticket handling.
• Act as the primary operational lead for production support activities.
• Ensure operational issues are managed effectively and documented properly.

Skills

Incident management

Root Cause Analysis

Service monitoring

Stakeholder coordination

Operational governance

Job description

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 ensures that operational issues are managed effectively, escalated appropriately, documented properly, and resolved in coordination with internal teams, technical teams, vendors, and external stakeholders. The position also 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