IT Applications Lead Engineer

About the Role

The Zakat, Tax and Customs Authority in Riyadh, Saudi Arabia, is seeking an IT Applications Lead Engineer to join their team. This full-time role is for experienced professionals capable of working with general direction, focusing on developing solutions to complex challenges and addressing escalated issues from junior levels. The position requires 2-5 years of relevant experience.

Role Purpose and Scope

The primary purpose of this role is to undertake complex operational activities, including troubleshooting and diagnosing intricate requests and incidents across multiple IT applications. The Lead Engineer will identify root causes and resolve issues within defined Service Level Agreements (SLAs), assess IT application change requests, and set priorities. A key responsibility is ensuring the thorough documentation of IT application incidents and solutions for future reference, along with providing periodical performance reports against established KPIs.

Key Responsibilities

• Conduct research and benchmarking on the latest IT applications operational trends and standards, assessing the current ZATCA model to identify gaps and define an IT application operations model aligned with the IT strategy.
• Collect necessary inputs for IT application operations, engage with business owners to understand their needs, and develop effective ZATCA IT application operations to ensure best-in-class performance.
• Receive, properly handle, and prioritize incidents related to IT applications based on criticality, recommending corrective actions in line with stakeholders and adhering to agreed SLAs and KPIs.
• Identify production outages and escalations, collaborating closely with relevant stakeholders to diagnose root causes and implement correct resolutions.
• Engage with relevant IT functions to plan and ensure proper implementation of proactive and preventive maintenance activities for IT applications, improving service availability and updating documentation.
• Review received change requests related to IT applications, perform detailed impact analysis on all operational aspects, and provide recommendations.
• Monitor and review IT applications workflow, health, and safety to minimize potential damage, recommend performance and hardware improvements, and conduct resource optimization to achieve IT application objectives and KPIs.
• Follow all relevant policies, processes, and standard operating procedures to ensure work is carried out in a controlled and consistent manner.
• Assist in solving escalated problems and provide necessary support for junior team members to ensure efficient work execution.
• Escalate complex problems to the relevant personnel to ensure proper closure of cases and issues.

Experience and Qualifications

Candidates for this role should possess 2-5 years of experience in IT applications or a related field. The position requires professionals who are adept at analysis, problem-solving, and managing complex operational activities within an IT environment.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, within the Zakat, Tax and Customs Authority. The role involves working within a professional IT department, collaborating with various stakeholders and supporting junior team members.

Application Process

Salary details for this position will be disclosed during the application process. Interested candidates are encouraged to apply to contribute to the operational excellence of IT applications within the Authority.