Operations Manager

About the role

OmniOps, a technology solutions provider based in Riyadh with regional offices, is seeking an experienced Operations Manager to lead the day‑to‑day delivery of a multi‑tower managed‑services engagement in Jeddah. The role will act as the operational engine, translating service commitments into disciplined execution across cloud, infrastructure, network, database, backup and virtualization services.

Key responsibilities

• Own the daily operational rhythm for all service towers, ensuring delivery against SLAs and KPIs.
• Run daily operations reviews and 24×7 shift handovers, tracking incidents, risks, backup failures, alerts, changes, patch status and aged tickets.
• Ensure incidents, service requests and changes are progressed and closed within targets, escalating when necessary.
• Maintain ticket quality in the ITSM platform, including accurate categorisation, prioritisation and documentation.
• Enforce incident, problem and change management processes and escalation hierarchies.
• Monitor queues and backlog, driving resolution of aged and breaching tickets.
• Manage the 24×7 NOC roster, on‑call schedules and shift coverage to avoid gaps.
• Coordinate onsite and offshore resources across multiple delivery centres, balancing task execution.

Required profile

• Senior‑level professional with at least 7 years (84 months) of experience in IT operations or managed services.
• Proven ability to lead blended onsite and offshore teams in a client‑facing environment.
• Strong stakeholder management and communication skills, reporting to senior delivery leadership.

Required skills

• Infrastructure operations
• Managed services
• Service level management
• Backup solutions
• ITSM platforms
• Change management
• Virtualisation technologies
• Service delivery
• ITIL processes
• Network administration
• Database management
• Incident management
• Cloud infrastructure
• IT operations