Team Lead â IT Operations

VAM Systems; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading tech company in the UAE seeks a Team Lead for IT Operations to oversee ITIL processes and manage Office 365 environments. The ideal candidate will have a bachelor's degree, 10 years of IT experience, and strong leadership skills. Responsibilities include team mentoring, cloud solution support, and ensuring compliance with regulatory standards. Full-time position with no remote work.

Qualifications

• 10 years of experience in IT operations, 2 years in a leadership role.
• Strong understanding of GxP and GMP compliance.
• Hands-on experience with cloud platforms like AWS or Azure.

Responsibilities

• Oversee ITIL processes implementation and improvement.
• Administer and maintain Office 365 environments.
• Lead and mentor a team of IT support professionals.

Skills

Strong knowledge of ITIL processes

Leadership and team management

Experience with Office 365

Cloud environment support

Strong communication skills

Education

Bachelors degree in Information Technology or related field

Advanced ITIL certification

Tools

IT ticketing solutions like ManageEngine

Office 365 administration

Job description

VAM Systems is currently looking for Team Lead IT Operations for our UAE operations with the following skill set and terms and conditions:

Qualifications

• A bachelors degree or masters degree in a related field.
• Advanced ITIL certification (e.g. ITIL V4 Foundation and ITIL V4 Managing Professional).
• Experience in a pharmaceutical or biotechnology environment.

Main Responsibilities

• Oversee the implementation management and improvement of ITIL processes including Incident Management, Problem Management, Change Management and Service Request Management.
• Ensure all ITIL processes are adhered to and continuously improved to meet operational requirements and best practices.
• Collaborate with other teams to implement solutions in alignment with ITIL practices and business needs.
• Administer and maintain Office 365 environments including Exchange Online, SharePoint, Teams and OneDrive for Business.
• Manage user accounts, licenses, security settings and troubleshoot issues related to Office 365 services.
• Provide end-user support and training related to Office 365 applications.
• Facilitate communication with the global team and help conflict resolution if conflicts arise, elevate issues and seek resolution.
• Facilitate sign offs and completion of trainings within the stipulated timelines.
• Work closely with Line of Business.
• Support and monitor cloud-based solutions and engagements including cloud platforms.
• Participate in cloud migration projects and other cloud-based initiatives.
• Oversee and provide level-1 support for GxP and GMP systems ensuring compliance with relevant regulations and internal standards.
• Address and resolve system issues promptly to ensure minimal disruption to business operations.
• Maintain system documentation and ensure proper tracking of incidents related to GxP and GMP systems.
• Oversee and ensure the smooth operation of the IT ticketing solution.
• Ensure support tickets are correctly logged, categorized, prioritized and resolved in a timely manner.
• Monitor and analyze ticket trends to identify recurring issues and work on preventive measures.
• Lead and mentor a team of IT support professionals ensuring efficient task distribution and timely resolution of issues.
• Foster a collaborative and high-performing team environment.
• Provide guidance, training and development opportunities for team members.
• Provide regular reports on incident trends, SLA performance, system issues and cloud engagement statuses to leadership.
• Maintain detailed and up-to-date documentation for all systems and processes under your purview.
• Ensure all IT operations and systems adhere to regulatory standards including GxP, GMP and internal security policies.
• Collaborate with IT Security teams to ensure that security requirements and best practices are met.
• Manage IT asset lifecycle including procurement, tracking, deployment, maintenance and decommissioning of hardware and software assets.
• Ensure proper recording and tracking of all IT assets in the asset management system.
• Conduct regular reviews and audits of IT assets to ensure accuracy, optimize asset utilization and mitigate risks associated with underutilized or obsolete assets.

Requirements (Knowledge, Skills & Attributes)

• Bachelors degree in Information Technology, Science or related field (or equivalent work experience).
• 10 years of experience in IT operations with at least 2 years in a Team Lead role.
• Strong knowledge and experience with ITIL processes and service management frameworks.
• Experience with Office 365 administration including Exchange, SharePoint, Teams and OneDrive for Business.
• Experience supporting cloud environments such as AWS, Azure or similar platforms.
• Solid understanding of GxP and GMP compliance and system support.
• Hands‑on experience with IT ticketing solutions (e.g. ManageEngine).
• Strong communication, leadership and team management skills.
• Ability to work in a fast‑paced dynamic environment and handle multiple tasks simultaneously.
• ITIL certification is highly desirable.
• GxP/GMP knowledge or certification is a plus.

Joining Time Frame

(15 – 30 days)

Remote Work :

No

Employment Type :

Full‑time