Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead in Infrastructure Platforms International Services, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services in Saudi Arabia. Critical thinking while overseeing day-to-day maintenance of the firm's systems will be key and set you up for success as you navigate tasks related to identifying, troubleshooting, and resolving issues to ensure a seamless user experience.

Job responsibilities

• Ensure adherence to Infrastructure Platforms (IP) Service Delivery and Technology Policies, Standards and Procedures in Saudi Arabia;
• Provide focus on SLA management across Incident, Problem, Change & Request Management processes; Partner with Line of Business (LOB) and Employee Platforms teams understanding and driving their strategy and requirements from a Infrastructure Technology lens;
• Provide thought leadership and experience of identification and management of risks and controls for all Infrastructure Platform solutions and applying a knowledgeable Line of Business view to how they apply and operate within the context of respective Business units; Collaboration with CTC, Compliance, Internal and External Audit and Effectively managing and mitigating risks and issues; drive awareness on risks/threats and provides counsel of IP related questions;
• Drive in location execution of the Global IP Vulnerability Management lifecycle, including identification, reporting and remediation of vulnerability management issues;
• Partner with all IP Product Teams and IP EMEA Technology Delivery Lead to ensure the best IP service being provided in Saudi Arabia; Ensure processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with IP Product release guidance procedures and continuously monitor;
• Ensure IP resources engagement and capabilities as well as IP products capacity to meet both existing and new business demand;
• Be responsible and accountable for the vendor and outsourcing management as well as the third party oversight controls for the location IP engagements;
• Establish strong links with location/global teams leveraging common processes, function and resources to manage service delivery targets;
• Provide problem management support to recurring incidents ensuring root cause analysis is conducted and corrective action plans are in place
• Provide smoother experience to meet customers' expectations in regard to the level of service they receive, "obsess about the customer".

• Bachelor's degree in technology related area preferred OR 8+ years of related technology experience, a significant amount of which has been at the mid-senior staff level, working with multiple technologies and complex, cross-functional project / production / service delivery, preferably in the financial services industry;
• Background in Financial Services in highly regulated countries with an understanding of the regulatory, audit, and industry landscape and where security for both technology and data services will be assessed;
• Knowledge of different areas of infrastructure platforms such as network, enterprise compute, storage and data protection, databases, resilience, and performance assessments, etc.;
• Demonstrates a breadth and depth of operational service delivery management expertise in an international environment;
• Experience in working with high-performing teams in complex program execution using various project and program management standards and methods
• Strong leadership skills and management capabilities as well as good skills in stakeholder management, risk management, budget and vendor management;
• Experience in Cyber Security and Control Management;
• Strong knowledge of MS Office (Word, Excel), MS Project, MS Visio, MS SharePoint, Confluence, Jira and similar tools and application;
• Fluent command of Arabic and English - both spoken and written.

• IT people management
• IT project management
• IT budgeting and finance management