Corporate Support Operations Team Leader

Tadawul Group

Principal Duties and Responsibilities

• Lead and oversee daily operations of business-critical applications to ensure high availability, reliability, and performance.
• Act as the primary escalation point for complex application incidents, ensuring timely resolution and minimal business disruption.
• Manage and coordinate incident, problem, and service request processes related to application operations in line with ITIL practices.
• Monitor application performance, capacity, and health using appropriate tools and dashboards, proactively identifying risks and issues.
• Ensure compliance with agreed SLAs, OLAs, and KPIs for application services, and prepare regular operational performance reports.
• Coordinate with application development teams to support deployments, releases, patches, and configuration changes.
• Lead root cause analysis (RCA) activities for major incidents and ensure corrective and preventive actions are implemented.
• Oversee application maintenance activities, including upgrades, fixes, performance tuning, and lifecycle management.
• Manage relationships with third-party vendors and service providers supporting application operations.
• Ensure application operations adhere to IT governance, security policies, regulatory requirements, and internal controls.
• Support disaster recovery and business continuity planning for applications, including testing and documentation.
• Develop, maintain, and continuously improve application operations procedures, runbooks, and support documentation.
• Identify opportunities for automation, optimization, and operational efficiency within application support processes.
• Collaborate with business stakeholders to understand operational needs, prioritize issues, and improve service quality.
• Provide technical guidance and operational leadership to application operations team members and junior specialists.
• Support audits, assessments, and compliance reviews related to application operations and IT service management.

Key Accountabilities

• Carry out daily operations assigned for the department to comply with the company s standards.
• Prepare timely and accurate department reports to meet the requirements, objectives, and standards of the company and the department.
• Ensure the satisfaction of internal and external customers to address their needs in a courteous and timely manner.
• Follow all relevant policies, procedures, and processes in order for the work to be carried out in a controlled and consistent manner.
• Contribute to the identification of opportunities for continuous improvement of processes and practices, work processes, cost effectiveness, and productivity enhancement.
• Promote to other employees within the organization the implementation and adherence to policies, procedures, processes, and instructions.
• Maintain a good and respectful relationship with other colleagues and represent the company in a good image.

Skills Required

• Application operations & production support
• Advanced Linux / Unix systems troubleshooting
• Incident, problem & major incident management
• Root cause analysis & service improvement
• Database troubleshooting & SQL analysis
• System, log & performance monitoring
• Operational documentation & readiness ownership
• Stakeholder coordination & and teamwork communication
• English communication (written & spoken)