Zakat, Tax and Customs Authority
About the job
Jobholders at this level are experienced professionals capable of conducting work with general directions.
They are primarily concerned with developing solutions to challenges which require some analysis to understand and resolve, and addressing issues escalated from junior levels. They undertake complex operational activities including troubleshooting and diagnosing complex requests / incidents across multiple IT applications to identify root causes and resolve them within SLAs. Asses IT application change requests and set priorities. Ensure the documentation of IT applications incidents/ tickets solutions for future reference. Provide periodical performance reports on IT application operations against set of KPIs with recommendations and corrective actions to be taken.
Key Activities:
- Conduct research and benchmark on the latest IT applications operational trends and standard, assess the current ZATCA model, analyze and identify gaps, and accordingly define IT application operations model in line with IT strategy to meet business requirements and objectives
- Collect necessary inputs of IT application operations, engage with business owners to understand their needs, and develop effective ZATCA IT application operations at all aspect to ensure best-in class operational performance
- Receive incidents related to IT applications, properly handle and prioritize them based on criticality, and recommend corrective actions to resolve issues in line with relevant stakeholders ensuring adherence to the agreed SLA and KPIs
- Identify production outages and escalations, work closely with all relevant stakeholders to diagnose root causes, and perform correct resolutions
- Engage with the relevant IT functions to plan proactive and preventive maintenance activities for IT applications, ensure they are implemented properly as planned to improve the availability of services, and update the IT applications documentation accordingly
- Review the received change requests related to IT applications, perform detailed impact analysis on all operation aspects, and provide recommendations
- Monitor and review IT applications workflow, health and safety to minimize any potential damage, recommend performance and hardware improvements, and conduct resources optimization to achieve the IT applications objectives/KPIs
- Gather all needed performance inputs related to IT applications, generate appropriate periodical performance reports, and communicate them to all the relevant stakeholders including Business Solutions Development function to perform needed improvements
- Follow all relevant policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner
- Help in solving escalated problems and provide needed support for junior team to ensure work is carried out in an efficient manner
- Escalate complex problems to the relevant person to ensure cases/issues are closed properly
- Perform other duties as requested
Knowledge and Experience:
A minimum of 4 years of relevant experience
Education and Certifications:
Bachelor’s degree in Computer Science, Information Technology, or equivalent is required