QA & Operations Unit Head JOB

Department of Culture and Tourism – Abu Dhabi (DCT Abu Dhabi); Abu Dhabi; On-site; AED 200,000 - 300,000; Full time

Job summary

A prominent government entity in Abu Dhabi is seeking a QA & Operations Unit Head to lead operational support for enterprise applications. The successful candidate will ensure optimal performance and security while managing cross-functional teams and vendor relationships. This role requires a Bachelor’s degree in a relevant field, with 5-7 years of enterprise IT operations experience, preferably in a managerial capacity. Strong leadership and bilingual English-Arabic skills are desirable.

Qualifications

• 5 to 7 years of experience in enterprise IT operations with at least 3 years in a managerial position.
• Proven experience managing multi-tier applications including CRM and CMS platforms.
• Experience deploying and governing RPA solutions and managing system integrations.

Responsibilities

• Oversee operations and support of enterprise applications.
• Manage change control processes ensuring risk-assessment and documentation.
• Act as liaison with vendors for performance management and compliance.

Skills

Full professional English proficiency

Incident resolution and SLA governance

Leadership in coordinating cross-functional teams

Knowledge of ITIL v4

Experience creating SOPs and maintaining knowledge bases

Education

Bachelor's degree in computer science or related discipline

Master's degree (preferred)

ITIL certification, PMP or equivalent (preferred)

Tools

CRM (Microsoft Dynamics)

CMS (Sitecore, Umbraco)

RPA tools (e.g., Automation Anywhere)

Monitoring tools (Dynatrace, App Insights)

Job description

Overview

QA & Operations Unit Head role at Department of Culture and Tourism – Abu Dhabi (DCT Abu Dhabi) to lead and manage the operational support, governance, and continuous improvement of enterprise applications, ensuring optimal performance, security, and alignment with organizational goals. The role coordinates cross-functional efforts, vendor relationships, and automation initiatives to enhance digital service delivery and user experience.

Key Responsibilities

• Oversee the daily operations and support of enterprise applications including CRM, .NET, Sitecore, Umbraco, and RPA tools (e.g., Automation Anywhere).
• Ensure timely resolution of incidents and service requests in line with SLAs; conduct root cause analysis and implement preventive actions.
• Manage change control processes for all applications, ensuring changes are risk-assessed, approved, and documented as per governance protocols.
• Act as the primary liaison with vendors to manage performance, ensure contractual compliance, and resolve escalations.
• Coordinate with business units and the RPA Center of Excellence to plan, deploy, and govern robotic process automations.
• Support the Editorial Center of Excellence by ensuring digital content systems meet editorial standards and enforce governance.
• Track application KPIs and usage metrics to optimize availability, performance, and user satisfaction.
• Develop and maintain application support documentation, operational workflows, and training materials.
• Ensure security and compliance of applications by enforcing security policies, monitoring vulnerabilities, and supporting audits.
• Collaborate with development teams, architects, and project managers to plan system upgrades and release cycles.
• Manage integration points between applications and systems including CRM, CMS, and external platforms.
• Contribute to the application roadmap and recommend improvements based on performance insights and user feedback.

Shared Activity

• Strategic Contribution: Ensure effective cascading of the functional strategy into section business plans to achieve vertical alignment and horizontal integration with other interfacing sectional strategies.

People Management

• Lead the Section to achieve objectives by setting individual objectives, managing performance, and developing staff to maximize performance.
• Act as a role model and foster a value-driven culture by adhering to organizational values and ethics.

Budgeting and Financial Planning

• Prepare and monitor the section budget, ensuring activities align with approved guidelines and financial performance expectations.
• Implement functional policies, procedures, controls, and compliance requirements while delivering quality, cost-effective service; identify opportunities for continuous improvement and sustainability.

Reporting

• Ensure all section reports are prepared timely, accurately, and meet DCT requirements, policies, and quality standards.

EHS (Environment, Health and Safety)

Comply with relevant EHS guidelines, report incidents and hazards promptly, and promote a healthy and safe work environment while reducing resource consumption.

Communication and Business Relationships

Internal and External stakeholders include :

• Application vendors and managed service providers (Sitecore, CRM, RPA, etc.).
• Government entities / Federal and Local Agencies.
• Abu Dhabi Digital Authority (ADDA), ADSIC, and regulatory stakeholders.

Qualifications

• Bachelor’s degree (Master’s preferred) in computer science, Information Systems, or related discipline.
• ITIL certification, PMP, or equivalent is preferred.

Experience

• 5 to 7 years of experience in enterprise IT operations with at least 3 years in a managerial position or equivalent.

Skills

• Language : Full professional English proficiency; Arabic bilingual desirable but not mandatory.
• Proven experience in managing multi-tier applications including CRM (Microsoft Dynamics), CMS platforms (Sitecore, Umbraco), and custom .NET systems, with strong incident resolution and SLA governance.
• Experience deploying and governing RPA solutions (e.g., Automation Anywhere) and managing system integrations using REST / SOAP APIs.
• Knowledge of ITIL v4, change control, audit readiness, and data privacy compliance.
• Proficient in monitoring tools (Dynatrace, App Insights) for capacity planning and performance tuning.
• Strong leadership in coordinating cross-functional teams, stakeholder engagement, and vendor management.
• Experience creating SOPs, playbooks, SLAs, and maintaining knowledge bases.
• Understanding of Agile methodologies (Scrum / Kanban), CI / CD workflows, and DevOps.