ICT Operations Lead

ENERGY OMAN; Muscat; On-site; OMR 23,000 - 37,000; Full time

Job summary

Energy Oman is seeking an ICT Operations Lead to drive reliable day-to-day operations and service delivery across SAP, applications, infrastructure and digital platforms in Muscat. You will lead operational resources, manage risks and ensure readiness of critical ICT services.

The role requires 8–10 years ICT experience with strong SAP ERP knowledge and a track record managing outsourced service providers, budgets and governance. This is a senior, on-site position based in Muscat.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering or a related discipline.
• Relevant professional certification (SAP, ITIL, PMP or equivalent) an advantage.

Responsibilities

• Lead ICT operations and service management for diverse ICT environments.
• Manage incidents, changes and service delivery in line with SLAs.
• Oversee SAP ERP operations across modules and ensure availability and performance.
• Coordinate with vendors, partners and Contracts & Procurement for licenses and renewals.
• Drive digital transformation, automation and data analytics initiatives.
• Maintain operational documentation and governance across ICT functions.
• Ensure security controls and business continuity are maintained.

Skills

Leadership

Vendor management

IT governance

Education

Bachelor's degree in Computer Science / IT / Engineering

ITIL / SAP / PMP certification (advantage)

Tools

SAP ERP

Job description

The ICT Operations Lead is responsible for the reliable day-to-day operation and execution of Energy Oman’s ICT environment. The role translates the direction and priorities set by the ICT Head into stable services, effective support, controlled change and successful delivery across SAP, business applications, infrastructure, networks, cloud, end-user services, data and digital platforms.

The role leads operational resources and service providers, ensures agreed service levels are achieved, manages operational risks and incidents, and maintains the readiness and resilience of critical ICT services.

Roles and Responsibilities

1. ICT Operations and Service Management

• Coordinate the day-to-day operation of ICT services across applications, infrastructure, networks and end-user support.
• Ensure ICT services are delivered according to approved service levels, procedures and operating standards.
• Manage incident, service request, problem and change processes.
• Prioritize daily operational activities and allocate available ICT resources based on agreed business priorities.
• Coordinate operational response to incidents, outages and service disruptions.
• Monitor service performance and provide regular operational reporting to the ICT Head.
• Identify recurring operational issues and implement corrective actions.
• Escalate significant risks, unresolved issues and matters requiring management decisions.

2. SAP ERP Operations

• Oversee the day-to-day operation and support of the SAP ERP environment.
• Ensure SAP availability, performance and operational stability across Finance, Controlling, Materials Management, Projects, Human Capital Management and other implemented modules.
• Oversee incidents, service requests, defects and technical issues with the SAP application-management partner.
• Oversee approved SAP changes, transports, patches, support packs and releases.
• Ensure business-critical cycles such as period-end closing, payroll, procurement and reporting operate without avoidable disruption.
• Oversee the SAP operational backlog and coordinate approved enhancements with business process owners.
• Escalate major SAP changes, upgrades, migrations and investment decisions to the ICT Head.
• Monitor SAP master-data operational controls and coordinate resolution of identified data-quality issues with business owners.
• Maintain operational documentation and knowledge to reduce dependency on individual employees or vendors.

3. SAP Support, Vendors and Licenses

• Manage the day-to-day relationship with SAP and application-support partners.
• Monitor tickets, backlog, SLA performance, service quality and issue resolution.
• Conduct regular operational service reviews with vendors.
• Coordinate support escalations and corrective actions.
• Monitor SAP license utilization and operational consumption and provide findings to the ICT Head.
• Coordinate contract renewals and operational requirements with Contracts & Procurement.
• Escalate commercial, contractual or strategic matters requiring ICT Head approval.

4. Business Applications and Integration

• Operate and support approved business applications and integrations.
• Coordinate application incidents, enhancements, releases, interfaces and system dependencies.
• Ensure interfaces between SAP, subsidiaries and external partners operate reliably.
• Maintain application and integration inventories and operational documentation.
• Coordinate implementation and transition of approved new applications into production.
• Monitor application performance, availability and support quality.
• Identify redundant, duplicated or problematic applications and elevate recommendations to the ICT Head.

5. Digital Solutions and Automation Execution

• Execute approved digital transformation, automation, AI, analytics and IoT initiatives.
• Coordinate the implementation and operationalization of approved solutions with business teams and technology partners.
• Ensure solutions are transitioned properly into operational support.
• Monitor the performance and adoption of implemented digital solutions.
• Identify operational opportunities for automation and improvement and submit them to the ICT Head for prioritization.

6. Data, BI and Analytics Operations

• Operate and support approved data, BI and analytics platforms.
• Ensure scheduled data pipelines, integrations and dashboards operate reliably.
• Coordinate data-quality issues with relevant business owners.
• Maintain operational monitoring of data availability, interfaces and reporting services.
• Support implementation of approved dashboards, analytics solutions and data initiatives.
• Escalate data governance, ownership and policy matters to the relevant governance owner.

7. Infrastructure, Network and End-User Services

• Manage the daily operation of data centre, cloud, network, connectivity, backup, endpoint, collaboration and telephony services.
• Direct network administration and helpdesk providers and monitor performance against agreed SLAs.
• Coordinate infrastructure incidents, outages, maintenance activities and service restoration.
• Monitor capacity, performance, availability and technology lifecycle requirements.
• Coordinate approved infrastructure upgrades, replacements and maintenance.
• Maintain operational inventories, support documentation and service records.
• Escalate significant infrastructure risks, capacity constraints and investment requirements to the ICT Head.

8. Operational Security Execution

• Implement and operate security controls defined through ENERGY OMAN’s information security framework.
• Coordinate with the Information Security & Governance Lead during implementation and operation of ICT solutions.
• Execute approved access provisioning, modification, recertification and removal activities.
• Operate privileged and support access processes in accordance with approved controls.
• Coordinate remediation of vulnerabilities, VAPT findings, audit findings and control gaps assigned to ICT Operations.
• Support security incident containment, technical recovery and restoration activities.
• Escalate security risks or exceptions requiring governance or management decisions to the Information Security & Governance Lead and ICT Head.

9. Business Continuity and Disaster Recovery Operations

• Maintain operational readiness of approved backup, recovery and disaster recovery arrangements.
• Oversee the scheduled backup, restoration and disaster recovery tests.
• Maintain recovery procedures, contact lists and operational runbooks.
• Report test results, weaknesses and remediation actions to the ICT Head and Information Security & Governance Lead.

10. ICT Project and Implementation Execution

• Execute approved ICT projects in accordance with agreed scope, schedule, budget and delivery requirements.
• Coordinate internal resources, business teams, implementation partners and vendors.
• Manage day-to-day project dependencies, risks, issues and actions.
• Ensure appropriate testing, documentation, training, operational readiness and handover before go-live.
• Escalate material changes to scope, budget, timeline or risk to the ICT Head for decision.

11. ICT Shared Services to Subsidiaries and JVs

• Operate approved ICT shared services provided to subsidiaries and joint ventures.
• Ensure agreed services, support arrangements and SLAs are delivered.
• Coordinate demand, incidents, access and service escalations.
• Maintain appropriate operational separation of systems, data and access.
• Monitor service performance and report material issues to the ICT Head.

12. Compliance, Audit and Control Execution

• Implement approved ICT operational policies, procedures and controls.
• Maintain operational evidence required for internal and external audits.
• Coordinate closure of assigned audit findings and control deficiencies.
• Ensure operational practices comply with applicable policies, approved controls and relevant Omani regulatory requirements.
• Escalate compliance issues, exceptions and material control weaknesses to the appropriate governance owner.

13. Budget and Procurement Execution

• Oversee the operational expenditure within the approved ICT budget and delegated authority.
• Monitor operational spending, commitments and vendor charges.
• Prepare operational requirements and technical specifications for approved procurements.
• Support technical evaluations and vendor assessments.
• Coordinate purchase orders, renewals and contract administration with Contracts & Procurement.
• Escalate budget variances, new funding requirements and major commercial decisions to the ICT Head.

14. Team and Resource Management

• Lead the day-to-day activities of ICT operations resources and outsourced service providers.
• Assign operational work and monitor completion and quality.
• Manage performance against agreed objectives and service levels.
• Identify operational skills gaps and coordinate training and knowledge transfer.
• Maintain operational coverage and succession arrangements for critical services.
• Develop Omani capabilities through coaching, knowledge transfer and structured exposure to critical systems.

15. Continuous Operational Improvement

• Improve service reliability, support efficiency, automation and operational processes.
• Identify opportunities to reduce recurring incidents, manual activities, service delays and operating costs.
• Implement approved operational improvement initiatives.
• Measure improvements using service performance, user experience, cost and operational-risk indicators.
• Escalate larger improvement opportunities requiring investment or strategic prioritization to the ICT Head.

16. Business and Stakeholder Coordination

• Act as the primary operational contact for business functions on day-to-day ICT matters.
• Coordinate business requests, incidents, service issues and operational priorities.
• Communicate operational status, impacts and recovery plans in clear business language.
• Conduct regular operational service reviews with key stakeholders.
• Ensure business expectations are translated into actionable ICT operational activities.
• Escalate competing priorities or unresolved business decisions to the ICT Head.

Education and Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering or a related discipline; a relevant professional certification (SAP, ITIL, PMP or equivalent) is an advantage.
• Minimum 8–10 years of experience in ICT, including at least 3–5 years leading a team or an ICT function, preferably in the energy sector or another asset-intensive industry.
• Good Knowledge of SAP ERP in a live production environment, covering at least one full lifecycle — implementation, major upgrade or S/4HANA migration — as well as ongoing support;
• Proven experience managing outsourced service providers, application-management contracts and vendor performance against service levels.
• Functional experience across IT infrastructure, networks, cloud, cybersecurity operations, business intelligence and analytics, AI and automation, and digital transformation delivery.
• Track record of delivering ICT and digital projects to time, cost and quality, and of integrating systems across business units and subsidiaries.
• Experience owning an ICT budget, and supporting IT general control, internal and external audits.
• Good understanding of Omani regulatory requirements affecting ICT, including data protection, and of their practical operational implications.

Application Deadline: 30th September 2026