Senior Specialist – Digital Services Operations & Support

Roads and Transport Authority; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A government authority in Dubai is seeking a Senior Specialist in Digital Services Operations and Support. The role involves ensuring the smooth delivery of smart services and managing incident response. The ideal candidate has a Bachelor's degree in IT or a related field and at least 8 years of relevant experience. Key responsibilities include monitoring smart services and driving continuous process improvements. Join us in transforming Dubai into a world-class smart city.

Qualifications

• Minimum of 8 years of relevant experience in digital services operations or support.
• Strong understanding of IT service management frameworks (ITIL) and ISO20000 standards.
• Demonstrated ability to manage multi-channel digital support services.

Responsibilities

• Monitor and support all smart services, e-payments, mobile apps, and customer digital channels.
• Conduct incident diagnosis, escalate issues, and ensure timely service resolution.
• Drive continuous improvement through risk assessments, service analysis, and license audits.

Skills

Incident response

Vendor coordination

Service desk leadership

Process improvement

Effective communication

Education

Bachelor’s degree in IT, Computer Science, Computer Engineering, or Electrical Engineering

Job description

Join the Roads and Transport Authority (RTA) as a Senior Specialist in Digital Services Operations and Support. In this strategic support role, you'll ensure smooth delivery of smart services, handle incident response, manage service performance, and lead process improvements—playing a key role in shaping Dubai’s digital public service ecosystem.

Key Responsibilities:

• Monitor and support all smart services, e-payments, mobile apps, and customer digital channels
• Conduct incident diagnosis, escalate issues, and ensure timely service resolution
• Drive continuous improvement through risk assessments, service analysis, and license audits
• Assist in vendor selection, procurement, and RfP tendering for digital systems
• Maintain and update the services catalogue and manage service desk operations
• Collaborate across RTA agencies and external government stakeholders
• Ensure full compliance with Information Security policies, reporting incidents and supporting training initiatives
• Provide expert advice on ITIL-based service delivery and maintain KPI-driven vendor monitoring

Requirements & Skills:

• Bachelor’s degree in IT, Computer Science, Computer Engineering, or Electrical Engineering
• Minimum 8 years of relevant experience in digital services operations or support
• Strong understanding of IT service management frameworks (ITIL) and ISO20000 standards
• Excellent skills in incident response, vendor coordination, and service desk leadership
• Demonstrated ability to manage multi-channel digital support services
• Highly organized, detail-oriented, and skilled in planning and process improvement
• Effective communicator and collaborator across departments and partners
• Knowledge of project management practices and smart service technologies

Be part of Dubai’s transformation into a world-class smart city