Collaboration Operations Specialist

About the Role

The Islamic Development Bank (IsDB) is seeking a Collaboration Operations Specialist to implement and operate collaboration solutions and platforms. This contract position is based in Jeddah, Makkah, and requires 5-10 years of experience. The specialist will ensure these solutions meet the requirements of internal and external business stakeholders, focusing on availability, performance, and security.

Role Purpose and Scope

This role involves the end-to-end operations lifecycle for IsDB's collaboration solutions and platforms, both on-premise and in the cloud. This includes designing, deploying, administering, operating, monitoring, and supporting systems in line with agreed SLAs and KPIs. Collaboration solutions encompass corporate email, calendar, instant messaging, social networking, audio/video conferencing, telephony, content sharing, document management, task management, file storage, and presence awareness, along with complementary security features.

Key Responsibilities

• Design and implement collaboration solution landscapes based on industry standards, covering deployment, administration, operation, monitoring, and support.
• Develop and maintain tools, solutions, processes, and procedures to achieve performance targets, security controls, service levels, and operational continuity.
• Support vendor selection and coordination for the implementation, enhancement, operations, and support of collaboration solutions.
• Supervise third-party service providers to ensure compliance with SLAs, process adherence, and operational objectives for availability, performance, and security.
• Oversee the implementation and integration of collaboration components aligned with enterprise and solution architecture.
• Ensure the development, implementation, maintenance, and review of security roles and profiles for collaboration platforms.
• Manage the transition from collaboration solution design and deployment to operational and support phases.
• Establish controls to ensure changes to collaboration platforms follow change management processes, minimizing disruption.
• Develop and manage quality assurance plans for collaboration platforms.
• Analyze platform performance and develop action plans for enhancement and tuning to meet SLAs and KPIs.
• Coordinate with teams to plan, design, implement, and test operational resiliency and disaster recovery configurations.
• Develop and ensure compliance with backup and recovery strategies for collaboration solutions.
• Supervise monitoring and troubleshooting of incidents related to collaboration platforms.
• Coordinate with relevant teams to ensure information security policies are implemented and maintained for collaboration platforms.
• Support end-to-end procurement of collaboration platforms and services.
• Update and maintain recommended procedures and standards for collaboration solution operations.
• Develop and deliver communication and awareness campaigns to encourage adoption and efficient usage of collaboration solutions.
• Support or lead communication with senior management and stakeholders regarding plans, performance, and incidents.

Qualifications and Experience

• A minimum of 5 to 10 years of relevant experience in collaboration solutions and platform operations.
• Demonstrated experience in designing, deploying, administering, operating, monitoring, and supporting enterprise-level collaboration platforms.
• Proficiency in managing solutions both on-premise and in cloud environments.
• Experience with corporate email, instant messaging, audio/video conferencing, document management, and related security features.

Work Type

This is a contract position within the Islamic Development Bank (IsDB).