Head of IT Operations (Applications)
On-site Baghdad, Baghdad Governorate, Iraq IT Full time
Description
Leadership and Management:
Build and develop a high-performing team of L2 Support specialists, fostering a culture of technical excellence and customer service. Set clear performance expectations, provide ongoing coaching, and support team members' professional development. Manage resource allocation, budgets, and project timelines within the Applications Operations unit.
Advanced Troubleshooting and Incident Resolution:
Lead the investigation and resolution of escalated, complex technical issues spanning infrastructure, middleware, and frontend application components. Diagnose root causes and implement permanent fixes to prevent recurring issues. Own and drive the resolution of critical outages and major incidents.
Collaboration and Communication:
Collaborate with L1 Support to ensure smooth escalation, knowledge sharing, and efficient issue handovers. Partner with L3 Support, Development, and Operations teams for cross-functional problem-solving and project delivery. Communicate effectively with technical and non-technical stakeholders, translating complex issues into clear terms.
Process Optimization and Improvement:
Analyze support processes and performance metrics to identify areas for improvement. Implement new processes, tools, and automation to enhance efficiency, reduce response times, and improve customer satisfaction.
Proactive System Management
Oversee application monitoring with a focus on proactive identification of potential issues Lead capacity planning and performance tuning initiatives to ensure applications meet service level objectives. Design and implement disaster recovery and business continuity plans for critical applications.
Knowledge Management:
Develop and maintain a comprehensive knowledge base to facilitate problem-solving and knowledge transfer across teams. Ensure accurate and up-to-date technical documentation of systems and procedures.
Requirements
Bachelor's degree in Computer Science, Information Systems, or a related field or equivalent experience. Demonstrated expertise in troubleshooting complex technical issues across various technology stacks. Strong understanding of networking, server infrastructure, databases, and application development principles. Experience leading and developing high-performing teams, with excellent mentoring and coaching skills. Process-oriented mindset with a proven track record in driving continuous improvement initiatives.* Excellent communication and collaboration skills; ability to build effective relationships across teams.
