The Application Operations – Digital role is accountable for the end-to-end operational stability, reliability, and governance of all Digital platforms, including the Super App, digital channels, D2C API integrations, and supporting back-end systems (CRM and related services).

This role acts as the single operational owner for production, ensuring high availability, controlled releases, effective vendor management, and minimal business disruption across all digital services.

Key Responsibilities:

1. End-to-End Digital Operations Ownership

• Owns production operations for Super App channels, web portals, D2C partner APIs, and CRM/back-end services.
• Ensures services meet agreed KPIs, SLAs, and availability targets.

2. Incident & Problem Management

• Leads major incident management for Digital services, including coordination across teams and vendors.
• Ensures timely root cause analysis (RCA), corrective actions, and preventive measures to reduce recurrence and downtime.

3. Monitoring, Alerting & Observability

• Drives continuous improvement of monitoring, alerting, and observability across application, API, infrastructure, and integration layers.
• Ensures early detection of performance degradation and service risks.

4. Release & Deployment Governance

• Acts as gatekeeper for production deployments across Digital platforms.
• Ensures dependency checks, risk assessments, rollback plans, and stakeholder communications are in place before releases.

5. Vendor & L2 Support Management

• Manages the primary L2 operations vendor, ensuring adherence to SLAs, quality of incident resolution, and operational accountability.
• Reviews vendor performance, escalations, and service improvement plans.

6. Operational Readiness & Continuity

• Ensures runbooks, SOPs, escalation paths, and DR readiness are defined, tested, and kept current.
• Supports DR drills and operational audits for Digital platforms.

What We’re Looking For

Education:

• Bachelor’s degree in Computer Science or Engineering
• Master’s degree in Computer Science, Software Engineering
• Proficient in English
• Preferred proficiency in Arabic
• Proficiency in Russian, Turkish and Central Asian languages is a plus

Experience:

• Minimum of 10 years of experience as Software Engineer, System Engineer, Support Engineer, or Solution Architect
• Good understanding of database systems (Azure Cosmos DB, Azure SQL Database)
• Good understanding of networking & firewalls (F5, Palo Alto, Fortinet, Azure Front Door, Azure Networks)
• Strong understanding of Azure cloud infrastructure (Azure IaaS, Azure Blob Storage, Azure Compute, Azure PaaS, Azure Web App, Azure AKS, Azure Functions, Azure Logic Apps, Azure DevOps)
• Strong understanding of digital solutions, iOS apps, Android apps, web/portal technologies, API gateways (Mulesoft, Azure API Management)
• Good understanding of MS Dynamics CRM and ERP

Why Join Us?

• Opportunities for continuous learning, certifications, and professional development.
• Dedicated to building a diverse and inclusive workplace where everyone feels valued and empowered to be their authentic selves.
• Committed to building a stable, forward-thinking organization where innovation thrives.