Operations Lead

Overview

The Operations Lead is tasked with overseeing the daily operations, service delivery, and continuous enhancement of the Sakani and Ejar platforms. The role focuses on ensuring high platform availability, operational excellence, effective incident handling, disaster recovery preparedness, and fostering collaborative efforts among business units, development, infrastructure, security teams, quality assurance, and external vendors.

Key Responsibilities

• Lead operational support activities for the Sakani and Ejar platforms to maintain availability, stability, and performance across production and staging environments.
• Monitor key performance indicators (KPIs), service level agreements (SLAs), and overall service health, driving ongoing improvements.
• Manage major incident responses by coordinating resolution efforts with development, infrastructure, database, security, and vendor teams while orchestrating root cause analyses and corrective measures.
• Oversee deployments, releases, and maintenance operations ensuring readiness, governance compliance, and rollback planning.
• Collaborate with DevOps teams to enhance automation, monitoring, logging, and alerting capabilities, supporting Kubernetes, cloud infrastructure, and CI/CD pipelines.
• Lead disaster recovery planning, testing, and execution to meet recovery time and point objectives, maintain runbooks, and conduct readiness drills.
• Serve as the main operational liaison for internal stakeholders and external partners, managing vendor performance and conducting routine service reviews and governance meetings.
• Monitor system performance and capacity, proactively identifying bottlenecks and planning for scalability and future growth.
• Ensure compliance with security policies, perform risk assessments, support audits, and mitigate operational risks.

Performance Metrics

• Maintain platform availability of at least 99.9%.
• Achieve SLA compliance of 95% or higher.
• Attain a change success rate exceeding 98%.
• Reduce mean time to recovery (MTTR) after incidents.
• Successful execution of disaster recovery plans and testing.
• Continuous reduction of operational risks.
• Ensure high levels of stakeholder and customer satisfaction.

Qualifications

• Possess a Bachelor’s degree in Computer Science, Information Technology, Engineering, or a closely related discipline.
• Have at least 8 years of cumulative experience in IT operations, service delivery, infrastructure management, or DevOps.
• Hold a minimum of 3 years in a leadership or managerial capacity.
• Demonstrate proven expertise managing large-scale enterprise platforms and critical business services.
• Experience collaborating with cross-functional teams and managing relationships with external vendors.