Digi System Support Lead (DSSL)

Digital Systems Support Lead

We are seeking a dynamic and experienced Digital Systems Support Lead to drive our day-to-day support activities for a wide array of digital systems, including applications, platforms, integrations, and portals. This role is instrumental in ensuring timely resolution of incidents, service requests, and problems, aligning with our Service Level Agreements (SLAs). As the final escalation point for complex technical issues, you will oversee system monitoring, performance optimization, and availability.

Leadership & Team Management

• Lead and mentor the Digital Systems Support team, assigning tasks, monitoring performance, and fostering continuous skill development.
• Establish clear communication channels within the team and across departments to ensure seamless collaboration.

Service Management & Governance

• Implement ITIL best practices for incident, problem, and change management to enhance our service quality.
• Track and report on Key Performance Indicators (KPIs), SLAs, and service performance to drive data-driven decision making.
• Conduct root cause analysis (RCA) for recurring issues and drive permanent fixes to improve our systems' reliability.
• Maintain up-to-date documentation, knowledge base, and support runbooks to ensure our team's efficiency and effectiveness.

Projects & Improvements

• Participate in digital transformation initiatives and system rollouts, supporting upgrades, patches, and integrations.
• Recommend improvements for stability, scalability, and user experience to enhance our systems' performance.
• Liaise with vendors for issue resolution, enhancements, and licensing to ensure optimal system utilization.

Compliance & Security

• Ensure adherence to cybersecurity, regulatory, and data privacy requirements, implementing access control, audit logging, and compliance reporting.
• Collaborate with the Cybersecurity and Risk teams to address vulnerabilities and fortify our systems' security.

Qualifications & Experience

• Bachelor’s degree in information technology, Computer Science, or a related field.
• 5+ years of IT/application support experience, with at least 2 years in a supervisory/lead role.
• Strong understanding of digital platforms, SaaS solutions, and system integrations.
• Experience with ITIL processes, service desk tools, and incident management systems.
• Knowledge of cloud platforms (Oracle, AWS, Azure) and enterprise applications preferred.
• Familiarity with regulatory frameworks (e.g., SAMA CSF, PDPL) is a plus.

Skills & Competencies

• Strong leadership, coaching, and team management skills.
• Excellent problem-solving and analytical abilities.
• Effective communication and stakeholder management skills.
• Ability to prioritize and manage multiple initiatives simultaneously.
• Strong vendor management and negotiation skills.