EStore SAP Hybris; DevOps Manager

Job Code: 306/001/414

The eStore SAP Hybris (Dev Ops) Manager in Dubai is responsible for overseeing the technical operations of the regional e‑commerce platform while leading Level 2 and Level 3 support teams. The role serves as the primary point of contact for eStore platform operations, maintenance, enhancements, and technical consulting across multiple regions.

• Act as the main point of contact for eStore platform support services.
• Serve as a senior consultant by providing technical advice and guidance on e‑commerce platform operations and enhancements.
• Gather, clarify, and manage regional business requirements related to platform maintenance, support, and enhancements.
• Coordinate with maintenance and development teams regarding predefined solutions, technical guidelines, bug fixes, and source code modifications.
• Act as the primary liaison between regional stakeholders and maintenance teams to evaluate, prioritize, and manage escalated requests.
• Perform resource allocation and workload management based on project and operational requirements.
• Develop work plans and execution strategies for project deliverables and operational support activities.
• Ensure all deliverables are completed in line with service commitments and exceed stakeholder expectations.
• Monitor, track, and report delivery status while maintaining comprehensive service documentation.
• Provide support to multiple countries and stakeholders across different time zones.
• Continuously enhance knowledge of SAP Hybris products, technologies, and e‑commerce solutions.
• Stay updated with the latest SAP Hybris developments, best practices, and industry trends.
• Improve consulting capabilities, implementation expertise, and technical knowledge within the e‑commerce domain.
• Supervise, mentor, and evaluate team members to ensure high performance and operational effectiveness.
• Provide coaching, development, and performance guidance to technical and support teams.
• Support service management processes while ensuring adherence to defined Service Level Agreements (SLAs).
• Drive operational efficiency improvements and implement industry best practices within the support environment.

• Bachelor’s Degree in Computer Science, Software Engineering, Information Technology, or a related field.
• Minimum 10 years of experience managing IT operations, service delivery, or technical support environments.
• At least 7 years of hands‑on experience working with e‑commerce technologies, preferably SAP Hybris.
• Strong knowledge of SAP Hybris platform architecture, support, maintenance, and enhancement processes.
• Experience using ticketing and service management tools such as JIRA.
• Experience working with users and stakeholders to gather and define business requirements.
• Strong understanding of B2B and B2C e‑commerce business models.
• Knowledge of Service Level Agreements (SLAs), service management principles, and operational governance.
• Proven experience managing technical teams, resource allocation, and workload planning.
• Strong organizational, analytical, and problem‑solving skills.
• Excellent communication, interpersonal, stakeholder management, and leadership abilities.
• Proven track record of improving operational efficiency and implementing industry best practices.
• Ability to work effectively within regional and global delivery environments.
• Immediate availability or a short notice period will be an advantage.