Enterprise Systems Lead: Ops, Automation & Governance

Masdr provides integrated digital data and business solutions to public and private sector organizations, enabling operational efficiency, enhanced customer experience, data-driven decision-making, and compliance with regulatory requirements through advanced digital technologies and enterprise platforms.

Job Purpose

Manage and optimize Masdr’s enterprise systems and applications landscape, ensuring alignment with enterprise architecture standards, reliable IT operations, and effective service delivery. The role supports business operations through scalable, secure, and well-governed systems while driving operational excellence and continuous improvement initiatives.

Key Responsibilities

• Manage and oversee Masdr’s enterprise applications landscape while ensuring alignment with enterprise architecture, security, and data governance standards.
• Oversee application lifecycle management, including integrations, upgrades, enhancements, maintenance, and decommissioning activities.
• Ensure enterprise systems effectively support operational and business requirements.
• Monitor application performance, scalability, reliability, and availability across enterprise platforms.

Operational Excellence

• Ensure optimization of enterprise operational ecosystems, including applications, platforms, tools, and supporting infrastructure.
• Monitor operational performance and identify inefficiencies, operational risks, and improvement opportunities.
• Ensure operational workflows and processes align with business requirements and technology roadmaps.
• Define, monitor, and enforce SLAs, KPIs, and quality standards to maintain service excellence.
• Drive automation, optimization, and continuous improvement initiatives across IT operations and enterprise systems.
• Promote adoption of operational and technology best practices across teams.

IT Operations & Service Management

• Manage day-to-day operations of enterprise IT systems and services.
• Oversee incident, problem, and change management processes to ensure timely issue resolution and service continuity.
• Ensure high availability, reliability, performance, and security of enterprise IT services.
• Monitor service performance metrics and implement corrective and preventive improvement actions.
• Coordinate with internal stakeholders and external vendors to ensure effective service delivery and operational support.
• Support business continuity and disaster recovery planning and execution for enterprise systems.

IT Training & User Support

• Oversee user enablement, onboarding, and training initiatives for enterprise applications and IT systems.
• Ensure effective user guidance, technical support, and adoption of enterprise technologies.
• Manage support channels, technical documentation, and knowledge management processes.
• Promote secure, efficient, and compliant use of enterprise systems across the organization.
• Continuously improve training materials and support processes based on user feedback and operational needs.
• Drive continuous improvement initiatives across enterprise systems, IT operations, and support functions.
• Identify system gaps and recommend enhancements based on operational performance, incidents, and user feedback.
• Ensure alignment with evolving business requirements, enterprise standards, and industry best practices.
• Perform additional responsibilities assigned by management within the department.

Qualifications & Experience

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related field.
• Relevant professional certifications such as ITIL, SAP, Oracle, Microsoft, or equivalent are preferred.
• Minimum 6–7 years of experience in enterprise systems, IT operations, systems management, or related technology functions.
• Strong experience managing enterprise applications, IT service management, and operational support environments.
• Hands-on knowledge of enterprise architecture principles, system integrations, and infrastructure operations.
• Experience with incident management, change management, problem management, and service delivery frameworks.
• Strong understanding of operational excellence practices, automation, and continuous improvement methodologies.
• Excellent stakeholder management, communication, leadership, and problem-solving skills.