ICT Operations Lead

The ICT Operations Lead is responsible for the reliable day-to-day operation and execution of Energy Oman’s ICT environment. The role translates the direction and priorities set by the ICT Head into stable services, effective support, controlled change and successful delivery across SAP, business applications, infrastructure, networks, cloud, end-user services, data and digital platforms.

The role leads operational resources and service providers, ensures agreed service levels are achieved, manages operational risks and incidents, and maintains the readiness and resilience of critical ICT services.

• Coordinate the day-to-day operation of ICT services across applications, infrastructure, networks and end-user support.
• Ensure ICT services are delivered according to approved service levels, procedures and operating standards.
• Manage incident, service request, problem and change processes.
• Prioritize daily operational activities and allocate available ICT resources based on agreed business priorities.
• Coordinate operational response to incidents, outages and service disruptions.
• Monitor service performance and provide regular operational reporting to the ICT Head.
• Identify recurring operational issues and implement corrective actions.
• Escalate significant risks, unresolved issues and matters requiring management decisions.

• Oversee the day-to-day operation and support of the SAP ERP environment.
• Ensure SAP availability, performance and operational stability across Finance, Controlling, Materials Management, Projects, Human Capital Management and other implemented modules.
• Oversee incidents, service requests, defects and technical issues with the SAP application-management partner.
• Oversee approved SAP changes, transports, patches, support packs and releases.
• Ensure business-critical cycles such as period-end closing, payroll, procurement and reporting operate without avoidable disruption.
• Oversee the SAP operational backlog and coordinate approved enhancements with business process owners.
• Escalate major SAP changes, upgrades, migrations and investment decisions to the ICT Head.
• Monitor SAP master-data operational controls and coordinate resolution of identified data-quality issues with business owners.
• Maintain operational documentation and knowledge to reduce dependency on individual employees or vendors.

• Manage the day-to-day relationship with SAP and application-support partners.
• Monitor tickets, backlog, SLA performance, service quality and issue resolution.
• Conduct regular operational service reviews with vendors.
• Coordinate support escalations and corrective actions.
• Monitor SAP license utilization and operational consumption and provide findings to the ICT Head.
• Coordinate contract renewals and operational requirements with Contracts & Procurement.
• Escalate commercial, contractual or strategic matters requiring ICT Head approval.

• Operate and support approved business applications and integrations.
• Coordinate application incidents, enhancements, releases, interfaces and system dependencies.
• Ensure interfaces between SAP, subsidiaries and external partners operate reliably.
• Maintain application and integration inventories and operational documentation.
• Coordinate implementation and transition of approved new applications into production.
• Monitor application performance, availability and support quality.
• Identify redundant, duplicated or problematic applications and elevate recommendations to the ICT Head.

• Execute approved digital transformation, automation, AI, analytics and IoT initiatives.
• Coordinate the…