Manager - Operations & Support

Manager Operations & Support (Cloud | Enterprise Apps | ITSM | ERP/CRM)

A prestigious RAK Government Entity is seeking a Manager Operations & Support to join their growing IT team. This is a fantastic opportunity to lead critical IT operations and application support initiatives that impact public sector digital transformation in the UAE.

• Oversee the maintenance, monitoring, and optimization of software applications, cloud platforms (AWS, Azure, GCP), and enterprise systems (ERP, CRM, HRIS).

• Ensure availability, performance, and security of applications and infrastructure.

• Lead and manage the IT support team, including help desk and technical support staff.

• Implement best-practice IT operational processes, including incident, change, and problem management.

• Monitor system performance, proactively resolving issues to minimize downtime.

• Develop and maintain IT support documentation

  
  , including policies, procedures, and user guides.

• Collaborate with application vendors, cloud service providers, and internal teams to resolve technical issues and support delivery.

• Oversee deployment, configuration, and ongoing maintenance of applications and cloud infrastructure.

• Manage vendor relationships, including contract negotiation and ensuring service level agreements (SLAs) are met.

• Serve as the primary point of contact for IT operations and support-related matters across cloud and enterprise systems.

• Identify and implement improvements to operational efficiency, technical support processes, and system usability.

• Conduct routine maintenance and inspections of all technical systems to ensure optimal performance across all sites.

• Partner with end-users to deliver effective support, resolve recurring technical issues, and improve user experience.

• Support the roll-out of new applications and system updates.

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Strong hands-on experience in managing cloud environments, enterprise applications (ERP, CRM, HRIS), and IT service delivery frameworks
Proven track record of leading IT operations teams and driving service excellence
Deep understanding of incident, change, and problem management processes
Vendor management experience, including SLA enforcement and contract negotiation
Certifications such as ITIL, AWS/Azure, or relevant enterprise app platforms are a plus
Public sector experience, especially across the following verticals:

• Waste Management

• Water Management

• Roads & Infrastructure

• Landscape & Irrigation

• Toll Systems

• Transport & Mobility