QA Unit Head JOB

Job Title: QA Unit Head

Role Purpose:

To lead and manage the operational support, governance, and continuous improvement of enterprise applications, ensuring optimal performance, security, and alignment with organizational goals. The role serves as a strategic enabler by coordinating cross-functional efforts, vendor relationships, and automation initiatives to enhance digital service delivery and user experience

Key Responsibilities:

 Core Activities:

• Oversee the daily operations and support of enterprise applications including CRM, .NET, Sitecore, Umbraco, and RPA tools (e.g., Automation Anywhere)


• Ensure timely resolution of incidents and service requests in line with SLAs; conduct root cause analysis and implement preventive actions


• Manage change control processes for all applications, ensuring changes are risk-assessed, approved, and documented as per governance protocols


• Act as the primary liaison with vendors to manage performance, ensure contractual compliance, and resolve escalations


• Coordinate with business units and the RPA Center of Excellence to plan, deploy, and govern robotic process automations


• Support the Editorial Center of Excellence by ensuring digital content systems meet editorial standards and enforce governance


• Track application KPIs and usage metrics to optimize availability, performance, and user satisfaction.


• Develop and maintain application support documentation, operational workflows, and training materials.


• Ensure security and compliance of applications by enforcing security policies, monitoring vulnerabilities, and supporting audits


• Collaborate with development teams, architects, and project managers to plan system upgrades and release cycles.


• Manage integration points between applications and systems including CRM, CMS, and external platforms.


• Contribute to the application roadmap and recommend improvements based on performance insights and user feedback.

Shared Activity

Strategic Contribution  

• Ensure effective cascading of the functional strategy into section business plans to ensure vertical alignment and horizontal integration with other interfacing sectional strategies.  

People Management  

• Manage the effective achievement of assigned objectives through the leadership of the Section by setting individual objectives, managing performance, developing and motivating staff to maximize performance. 


• Act as a role model and drive adherence to organizational values and ethics by employees of the assigned section to foster a value driven culture within the organization. 

Budgeting and Financial Planning  

• Manage the preparation and recommend the section budget and monitor financial performance versus the budget while ensuring all sectional activities are conducted in line with the approved guidelines.   

Policies, Systems, Processes & Procedures  

• Manage and ensure effective implementation of functional policies, procedures and controls covering all areas of assigned section activity so that all relevant procedural/legislative/health and safety/environmental requirements are fulfilled while delivering a quality, cost-effective service. 

Continuous Improvement 

• Lead the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.  

Reporting  

• Ensure that all section reports are prepared timely and accurately and meet DCT requirements, policies and quality standards. 

EHS (Environment, Health and Safety)

Comply with all relevant EHS guidelines, policies and procedures, by reporting incidents and hazards on a timely manner, and reduce consumption of natural resources to support in protecting the environment and ensure a healthy and safe work environment.

Communication and Business Relationships:

Internal

• DCT Relevant Sectors / Departments

External

• Application vendors and managed service providers (Sitecore, CRM, RPA, etc.)


• Government entities / Federal and Local Agencies


• Abu Dhabi Digital Authority (ADDA), ADSIC, and regulatory stakeholders.

Qualifications :

• Bachelor’s degree (Master’s preferred) in computer science, Information Systems, or related discipline.


• ITIL certification, PMP, or equivalent is preferred. 

Experience:

• 5 to 7 years of experience in enterprise IT operations with at least 3 years of experience in a managerial position or any other experience within similar role

Skills:

• Language:  Full professional English proficiency both in speaking and writing  & Arabic bilingual desirable but not mandatory 

• Proven experience in managing multi-tier applications including CRM (Microsoft Dynamics), CMS platforms (Sitecore, Umbraco), and custom .NET systems, with strong incident resolution and SLA governance.


• Skilled in deploying and governing RPA solutions (e.g., Automation Anywhere) and managing system integrations using REST/SOAP APIs and middleware coordination.


• Knowledge of ITIL v4, change control processes, audit readiness, and data privacy compliance to ensure secure and compliant application operations.


• Proficient in using tools like Dynatrace and App Insights for application monitoring, capacity planning, and performance tuning.


• Strong leadership in coordinating cross-functional teams, engaging stakeholders, and managing vendor relationships to ensure service delivery excellence.


• Experienced in creating SOPs, playbooks, SLAs, and maintaining operational knowledge bases to support consistent and scalable practices.

• Understanding of Agile methodologies (Scrum/Kanban), CI/CD workflows, and DevOps pipelines to support modern application lifecycle management.