IT Lead – Operations & Support | Dubai, UAE

Location

Dubai, United Arab Emirates

Job Category

• Information Technology (IT) & Software
• Engineering & Technical
• Operations & Supply Chain

Job Overview

We are seeking an experienced IT Lead – Operations & Support to manage IT service operations, application support, incident management, and digital platform reliability in Dubai. The role will be responsible for maintaining service continuity and ensuring reliable performance across digital platforms and IT environments.

The position involves coordinating developers, vendors, infrastructure teams, and business stakeholders while overseeing incidents, tickets, escalations, production releases, and service restoration. It offers opportunities for long-term career growth in IT service management, application operations, digital platforms, cloud technologies, and production support.

Professional development through relevant IT service management training and certifications, including ITIL 4, can further support career progression in IT operations and service management.

Key Responsibilities

• Manage IT and digital platform operations and service continuity.
• Lead incident, bug, ticket, and escalation management processes.
• Coordinate developers, vendors, infrastructure teams, and business stakeholders.
• Manage Azure DevOps tickets, backlogs, and operational reporting.
• Support production releases, troubleshooting, and service restoration.
• Drive root-cause analysis and continuous improvement initiatives.
• Monitor SLAs, KPIs, system availability, and service performance.
• Support effective application and production operations.
• Coordinate resolution of operational and technical issues.
• Contribute to service reliability and continuous improvement programs.

Requirements & Qualifications

• Minimum 6 years of experience in IT Service Operations, Application Support, or Production Support.
• At least 2 years of experience in incident or support coordination.
• Strong experience with Azure DevOps.
• Knowledge of ITSM, Incident Management, Problem Management, and Change Management.
• Experience with digital platforms, APIs, cloud/hosting environments, and application monitoring.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
• ITIL 4 certification is preferred.
• Strong coordination, communication, troubleshooting, and problem-solving skills.

Salary, Benefits & Career Growth

The employer has not specified a salary or compensation package for this position.

The role provides an opportunity for career progression in IT operations, application support, service management, digital platform reliability, and production support. Relevant ITSM training and professional certifications, particularly ITIL 4, can support continued professional development and advancement.

Application Process

Application Process (Website):

Apply through the official recruitment process and follow the employer’s application instructions.

HR Email for Application

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Email Subject: IT Lead – Operations & Support _Your Name