Operations Lead

What We Need

The Operations Lead is responsible for leading the day-to-day operations, service delivery, reliability, and continuous improvement of the Sakani and Ejar platforms. The role ensures platform availability, operational excellence, incident management, disaster recovery readiness, and effective collaboration between business, development, infrastructure, security, QA, and external vendors

What You'll Do

Operations Management

• Lead and manage the operational support of Sakani and Ejar platforms.
• Ensure platform availability, stability, performance, and reliability.
• Oversee production and non-production environments.
• Monitor operational KPIs, SLAs, and service health metrics.
• Drive continuous service improvement initiatives.

Incident & Problem Management

• Lead Major Incident Management activities and coordinate resolution efforts.
• Manage incident escalations across Development, Infrastructure, Database, Security, and Vendor teams.
• Conduct Root Cause Analysis (RCA) and ensure implementation of corrective actions.
• Track recurring issues and drive long-term solutions.

Release & Change Management

• Oversee production deployments, releases, and maintenance activities.
• Ensure operational readiness before major releases.
• Review implementation and rollback plans.
• Ensure compliance with change management processes and governance standards.

Platform & DevOps Operations

• Collaborate with DevOps teams to enhance automation, reliability, and operational efficiency.
• Ensure monitoring, logging, alerting, and observability capabilities are maintained.
• Support Kubernetes, cloud infrastructure, CI/CD pipelines, and platform operations.
• Drive operational excellence through automation and process optimization.

Disaster Recovery & Business Continuity

• Lead Disaster Recovery (DR) planning, testing, and execution activities.
• Ensure Recovery Time Objective (RTO) and Recovery Point Objective (RPO) targets are achieved.
• Maintain operational runbooks and recovery procedures.
• Coordinate periodic DR drills and readiness assessments.

Stakeholder Management

• Act as the primary operational contact for business and technical stakeholders.
• Coordinate with internal teams, external vendors, and service providers.
• Prepare and present operational reports, service reviews, and executive updates.
• Facilitate operational governance and service review meetings.

Vendor & Service Management

• Manage vendor performance against agreed Service Level Agreements (SLAs).
• Coordinate operational activities with third-party providers.
• Handle escalations and ensure timely issue resolution.

Performance & Capacity Management

• Monitor platform performance, utilization, and capacity trends.
• Identify and address performance bottlenecks.
• Plan future capacity requirements and scalability improvements.

Security, Risk & Compliance

• Ensure compliance with organizational policies, security standards, and regulatory requirements.
• Support security audits, risk assessments, and compliance initiatives.
• Track and mitigate operational risks.

Key Performance Indicators (KPIs)

• Platform Availability ≥ 99.9%.
• SLA Compliance ≥ 95%.
• Change Success Rate ≥ 98%.
• Reduction in Mean Time to Recovery (MTTR).
• Successful Disaster Recovery testing and execution.
• Operational Risk Reduction.
• Stakeholder and Customer Satisfaction.

Reporting To

IT Operations Manager / Head of Technology Operations.

Scope

Responsible for operational governance, service reliability, incident management, platform operations, disaster recovery readiness, and service delivery across.

Qualifications

What You Have

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• Minimum 8 years of experience in IT Operations, Service Delivery, Infrastructure, or DevOps.
• Minimum 3 years of experience in a leadership or management role.
• Proven experience managing large-scale enterprise platforms and critical business services.

Experience working with cross-functional teams and external vendors.