Operations Manager

We are seeking an experienced Operations Manager with 10+ years of experience in IT operations and managed services. The ideal candidate will be responsible for leading technical operations, ensuring service quality, managing SLAs, and driving continuous improvement across infrastructure and service delivery.

Key Responsibilities

Lead technical operations and act as the first escalation point.

Manage daily operations including Incident, Problem, and Request Management.

Monitor infrastructure availability and improve system uptime.

Conduct and review Root Cause Analysis (RCA) for operational issues.

Manage capacity planning, resource utilization, and performance monitoring.

Ensure compliance with ITIL and ISO standards and support audits.

Maintain and enhance knowledge base and operational documentation.

Collaborate with stakeholders to resolve operational gaps and mitigate risks.

Track performance metrics and provide improvement recommendations.

Qualifications & Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field.

Minimum 10+ years of experience in IT.

Minimum 7+ years of experience in managed services or outsourcing.

PMP certification is required.

ITIL v4 certification is required.

Certifications such as MCSA, Azure Administrator, or CCNA are preferred.

Strong experience in ISO 27001 and ISO 20000.

Experience in defining IT policies, procedures, and SLAs.

Strong leadership, communication, and stakeholder management skills.

Fluent in Arabic and English.

Key Skills

IT Operations Management

Incident / Problem / Change Management

SLA & Service Delivery Management

ITIL & ISO Compliance

Capacity Planning & Performance Monitoring

Root Cause Analysis (RCA)

Stakeholder Management

Process Improvement