Senior Specialist – Digital Services Operations &Support

Join the Roads and Transport Authority (RTA) as a Senior Specialist in Digital Services Operations & Support. In this strategic support role, you will ensure the smooth delivery of smart services, manage incident response, optimize service performance, and lead process improvements—contributing directly to Dubai’s vision of a world-class smart city.

Key Responsibilities

• Monitor and support all digital customer channels including smart services, e-payments, mobile applications, and online platforms.
• Conduct incident diagnosis, escalate issues where necessary, and ensure timely resolution and service restoration.
• Lead continuous service improvement initiatives through risk assessments, service performance analysis, and license audits.
• Assist in vendor evaluation, procurement activities, and RfP tendering processes for digital systems and platforms.
• Manage and maintain the services catalogue and ensure efficient service desk operations.
• Collaborate with internal RTA departments and external government entities to ensure cohesive service delivery.
• Ensure full compliance with Information Security policies, including incident reporting and support for security awareness initiatives.
• Provide expert guidance on ITIL-based service delivery and oversee vendor performance using KPI-driven monitoring.

Requirements & Skills

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or Electrical Engineering.
• Minimum of 8 years of relevant experience in digital services operations and support.
• In-depth knowledge of IT service management frameworks (particularly ITIL) and ISO/IEC 20000 standards.
• Proven expertise in incident management, vendor coordination, and service desk leadership.
• Demonstrated ability to manage multi-channel digital support services in a high-demand environment.
• Strong organizational skills with a focus on planning, attention to detail, and process improvement.
• Effective communicator and collaborator with experience engaging cross-functional teams and stakeholders.
• Familiarity with project management methodologies and emerging smart service technologies.