Senior Contact Center Solutions Lead (24/7 IT Ops)

Abu Dhabi Islamic Bank PJSC; Abu Dhabi; On-site; AED 180,000 - 280,000; Full time

Job summary

Abu Dhabi Islamic Bank PJSC is seeking a Contact Center Solutions Senior Technical Analyst (Outsource) in Abu Dhabi. The role oversees IT systems across contact center channels, ensures health and availability 24/7, and coordinates incidents, tickets, and management reporting.

The incumbent will lead a team, document requirements, manage vendor SLAs, and drive technical improvements while aligning with architectural principles. Strong SDLC, Linux/Unix, and SQL/Oracle expertise are essential.

Qualifications

• Experience in Linux/Unix OS.
• Experience in SDLC and Methodologies.
• Experience in Teamwork and Team Leading.
• Experience in SQL/Oracle Database.
• Minimum 10 years of IT sector in a similar team leading role.
• Worked in any banking sector within IT on digital channels platforms support.

Responsibilities

• Provide technical expertise for IT systems related to Contact Center Solutions and digital channels.
• Manage vendor service levels and quality of development.
• Provide technical support, assessments, and reports to the business.
• Oversee end-to-end delivery of projects and adherence to timelines.
• Facilitate and UAT of projects and CRs per quality guidelines.
• Support go-live and post go-live activities for releases to production.

Skills

Linux/Unix

SDLC

Team Leading

SQL/Oracle

10+ yrs IT exp

Banking IT

Job description

Abu Dhabi Islamic Bank PJSC is seeking a Contact Center Solutions Senior Technical Analyst (Outsource) in Abu Dhabi. The role oversees IT systems across contact center channels, ensures health and availability 24/7, and coordinates incidents, tickets, and management reporting.

The incumbent will lead a team, document requirements, manage vendor SLAs, and drive technical improvements while aligning with architectural principles. Strong SDLC, Linux/Unix, and SQL/Oracle expertise are essential.