Collaboration Operations Specialist

About the Role

The Islamic Development Bank is seeking a Collaboration Operations Specialist for a contract position in Jeddah. This role is responsible for implementing and operating the bank's collaboration solutions and platforms, both on-premise and in the cloud. The specialist will ensure these solutions align with IT policies, processes, standards, and guidelines, and operate according to agreed SLAs and KPIs, covering the entire lifecycle from design to support.

Key Responsibilities

• Design and implement the landscape for collaboration solutions and platforms, ensuring deployment, administration, operation, monitoring, and support meet business needs and target SLAs/KPIs for availability, performance, and security.
• Develop, maintain, and implement appropriate tools, solutions, processes, and procedures to achieve performance targets, security controls, service levels, and operational continuity.
• Support the selection and coordination with collaboration solution vendors for implementation, enhancement, operations, and support.
• Supervise third parties delivering collaboration solution operations and monitoring services, ensuring compliance with SLAs, process adherence, and innovation.
• Oversee the implementation and integration of collaboration components in alignment with enterprise and solution architecture.
• Ensure the development, implementation, maintenance, and review of security roles and profiles for collaboration platforms, coordinating with teams for access issue support.
• Manage the transition from collaboration solution design and deployment to operations, ensuring a smooth handover.
• Establish controls to ensure changes to collaboration platforms follow change management processes, minimizing disruption and ensuring operational continuity.
• Develop and manage quality assurance plans for collaboration platforms to ensure adherence to standards and best practices.
• Analyze collaboration platform performance and develop action plans to enhance and tune performance to meet SLAs and KPIs.
• Coordinate with relevant teams to plan, design, implement, and test operational resiliency and disaster recovery configurations for collaboration solutions.
• Develop backup and recovery strategies aligned with IT policy, ensuring compliance for operations and testing of backups.
• Supervise the monitoring and troubleshooting of incidents related to collaboration platforms to meet resolution targets within agreed SLAs.
• Coordinate with relevant teams to ensure information security policies, processes, standards, and guidelines are implemented and maintained for collaboration platforms.
• Support the end-to-end procurement of collaboration platforms and services.
• Update and maintain recommended procedures, work methods, and standards for collaboration solution operations (*, backup, security, monitoring, patching, release, deployment, and change).
• Develop and deliver communication and awareness campaigns to disseminate knowledge and encourage adoption of collaboration solutions.
• Support or lead communication with senior management, business stakeholders, and department management regarding plans, performance, SLAs, KPIs, and incidents related to collaboration platforms.

Collaboration Solutions and Platforms

The scope of collaboration solutions and platforms includes, but is not limited to, corporate email messaging, calendar, instant messaging, social networking, audio and video conferencing, telephony, content sharing, document management, task management, file storage, and presence awareness, along with complementary security features and capabilities.

Experience Required

Candidates should possess 5-10 years of relevant experience in implementing and operating collaboration solutions.

Work Type and Location

This is a contract position based in Jeddah.

Application Information

Salary details for this position are not disclosed.