Digital System Support Lead (DSSL)

Digital Systems Support LeadOperations & Support

• Lead day-to-day support activities for digital systems (applications, platforms, integrations, portals, etc.).
• Ensure timely resolution of incidents, service requests, and problems in line with SLAs.
• Act as the final escalation point for complex technical issues.
• Oversee system monitoring, performance optimization, and availability.Leadership & Team Management
• Manage and mentor the Digital Systems Support team.
• Assign tasks, monitor performance, and ensure continuous skill development.
• Establish clear communication channels within the team and across departments.Service Management & Governance
• Implement ITIL best practices for incident, problems, and change management.
• Track and report on KPIs, SLAs, and service performance.
• Conduct root cause analysis (RCA) for recurring issues and drive permanent fixes.
• Maintain documentation, knowledge base, and support runbooks.Projects & Improvements
• Participate in digital transformation initiatives and system rollouts.
• Support system upgrades, patches, and integrations.
• Recommend improvements for stability, scalability, and user experience.
• Liaise with vendors for issue resolution, enhancements, and licensing.Compliance & Security
• Ensure adherence to cybersecurity, regulatory, and data privacy requirements.
• Implement access control, audit logging, and compliance reporting.
• Collaborate with the Cybersecurity and Risk teams to address vulnerabilities.Qualifications & Experience
• Bachelor’s degree in information technology, Computer Science, or 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.
• Ability to prioritize and manage multiple initiatives simultaneously.
• Strong vendor management and negotiation skills.