IT Applications Lead Engineer

zakat, tax and customs authority; Saudi Arabia; On-site; SAR 120,000 - 180,000; Full time

Job summary

The Zakat, Tax and Customs Authority is seeking an experienced IT professional to advance IT application operations. You will develop operating models, engage with business owners, and manage incidents end-to-end to meet SLAs.

You will also track KPIs and drive improvements across IT applications to ensure reliable service delivery. The role requires a Bachelor’s degree in computer science or IT and at least four years of relevant experience.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or equivalent is required.
• Minimum of 4 years of relevant experience in IT operations and technical support.
• Strong knowledge of IT application operations, incident management, and KPI reporting.

Responsibilities

• Conduct research and benchmark IT application operations trends and gaps.
• Engage with business owners to define IT operations model aligned with strategy.
• Receive incidents, prioritize by criticality, and implement corrective actions.
• Identify outages, diagnose root causes, and coordinate resolutions with stakeholders.

Skills

IT Operations Management

Infrastructure Management

Collaboration and Communication

Solving IT Incidents and Problems

Information Systems Knowledge

Customer Focus

Enablement of Change and Innovation

Education

Bachelor’s degree in Computer Science or IT

Job description

Purpose of Job

Jobholders at this level are experienced professionals capable of conducting work with general directions. They are primarily concerned with developing solutions to challenges which require some analysis to understand and resolve, and addressing issues escalated from junior levels. undertake complex operational activities including troubleshooting and diagnosing complex requests / incidents across multiple IT applications to identify root causes and resolve them within SLAs. Asses IT application change requests and set priorities. Ensure the documentation of IT applications incidents/ tickets solutions for future reference. Provide periodical performance reports on IT application operations against set of KPIs with recommendations and corrective actions to be taken.

Job Responsibilities

• Conduct research and benchmark on the latest IT applications operational trends and standard, assess the current ZATCA model, analyze and identify gaps, and accordingly define IT application operations model in line with IT strategy to meet business requirements and objectives
• Collect necessary inputs of IT application operations, engage with business owners to understand their needs, and develop effective ZATCA IT application operations at all aspect to ensure best-in class operational performance
• Receive incidents related to IT applications, properly handle and prioritize them based on criticality, and recommend corrective actions to resolve issues in line with relevant stakeholders ensuring adherence to the agreed SLA and KPIs
• Identify production outages and escalations, work closely with all relevant stakeholders to diagnose root causes, and perform correct resolutions

Job Details

• Engage with the relevant IT functions to plan proactive and preventive maintenance activities for IT applications, ensure they are implemented properly as planned to improve the availability of services, and update the IT applications documentation accordingly
• Review the received change requests related to IT applications, perform detailed impact analysis on all operation aspects, and provide recommendations
• Monitor and review IT applications workflow, health and safety to minimize any potential damage, recommend performance and hardware improvements, and conduct resources optimization to achieve the IT applications objectives/KPIs
• Follow all relevant policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner
• Help in solving escalated problems and provide needed support for junior team to ensure work is carried out in an efficient manner
• Escalate complex problems to the relevant person to ensure cases/issues are closed properly

Education

Bachelor’s degree in Computer Science, Information Technology, or equivalent is required

Experience

A minimum of 4 years of relevant experience

Competencies

• Infrastructure Management - Proficient
• Collaboration and Communication - Developing
• IT Operations Management - Advanced
• Professionalism - Proficient
• Database Design and Operations - Proficient
• IT Compliance - Proficient
• Results Oriented - Proficient
• Solving IT Incidents and Problems - Proficient
• Customer Focus - Proficient
• Enablement of Change and Innovation - Developing
• Information Systems Knowledge - Proficient