Platform Operations & Service Management

· Oversee day-to-day platform support and maintenance activities to ensure uptime, performance, and service quality.

· Manage incident, problem, and change management processes in coordination with development, infrastructure, and client teams.

· Establish and monitor SLAs, ensuring timely issue resolution and proactive escalation where needed.

· Define, document, and continually improve support workflows, runbooks, and escalation paths.

· Coordinate with vendors and external partners for platform dependencies, integrations, and issue resolutions.

2. Technical Leadership

· Act as the technical escalation point for complex issues, guiding teams toward effective and sustainable resolutions.

· Review and validate technical fixes, patches, and releases to maintain system integrity.

· Collaborate with architects and developers to ensure that support changes align with long-term product architecture.

· Identify recurring issues and propose technical or process improvements to reduce incidents.

3. Continuous Improvement & Quality Assurance

· Drive root cause analysis (RCA) and preventive action planning for major incidents.

· Track platform performance metrics and report on support KPIs and trends.

· Support release management and deployment readiness for updates, bug fixes, and enhancements.

· Ensure documentation and knowledge bases are continuously updated and accessible.

4. Team Management & Development

· Lead and mentor the technical support team, fostering a culture of accountability, collaboration, and customer focus.

· Manage resource planning, workload distribution, and performance evaluation.

· Facilitate ongoing training to enhance the team’s technical and customer service capabilities.

5. Stakeholder & Client Communication

· Serve as the primary contact point for support-related communications with internal teams and clients.

· Communicate incidents, resolutions, and improvement plans clearly and effectively to non-technical stakeholders.

· Provide regular service reviews, performance updates, and improvement reports to management and clients.

6. Collaboration with Development and Product Teams

· Work closely with product owners and development teams to ensure smooth handover of new features into support.

· Contribute to defining technical requirements and deployment readiness criteria for new releases.

· Participate in discussions around technical debt, infrastructure stability, and long-term scalability

· Bachelor’s degree in Computer Science, Engineering, or a related field.

· Proven experience (5+ years) in technical support, service delivery, or operations management roles.

· Strong understanding of ITIL principles, incident management, and software development lifecycle (SDLC).

· Experience managing cross-functional teams in a fast-paced environment.

· Strong problem-solving, communication, and stakeholder management skills.

At Oivan, we build digital services that make life easier —securely, globally, and sustainably. You’ll join a multicultural, collaborative environment where technical excellence, innovation, and continuous improvement are core values.

You’ll have the opportunity to grow professionally by working with a global network of technology and business experts, contributing to impactful digital platforms that serve millions of users in Saudi Arabia and beyond.