Service Operations Lead: Incident & Availability

DIFC

Dubai

On-site

AED 360,000 - 480,000

Full time

3 days ago

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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.