IT Manager - Operations Engineering & Support

Responsibilities

• Lead Level 1 and Level 2 support operations, ensuring timely incident and service request resolution in line with SLAs
• Own and optimize ITSM processes, including Incident, Problem, Request, and Knowledge Management
• Define and execute IT operational strategies aligned with business objectives and service excellence
• Direct major incident management and post‑incident reviews to drive root‑cause resolution and continuous improvement
• Build, maintain, and govern the IT knowledge base and service catalog to improve support efficiency
• Recruit, train, mentor, and lead a collaborative, multicultural IT support team
• Partner with cybersecurity teams to ensure secure operations, data protection, and compliance with privacy standards

Requirements

• Minimum 8 years of experience in IT operations, including at least 3 years in a managerial role
• Strong hands‑on experience with ServiceNow or comparable ITSM platforms
• ITIL Foundation certification or higher
• ServiceNow Administrator certification or equivalent practical experience
• Bachelor’s degree in Information Technology, Computer Science, or a related discipline
• Demonstrated leadership, people management, and time‑management skills
• Excellent communication, stakeholder engagement, and deep understanding of enterprise IT support workflows

Preferred Qualifications

• Experience in hospitality or large-scale IT environments
• Familiarity with ITIL and ITSM best practices
• Strong problem-solving and analytical skills

Benefits

• Attractive salary in AED
• Excellent leave policy
• Healthcare package
• Life insurance
• Incentive programs
• Other employee benefits

About the Company

Wynn Al Marjan Island is an opulent and entertaining beachside destination set to open in the United Arab Emirates in Spring 2027. It will offer 1,530 rooms and suites, 22 restaurants and lounges, a theatre, nightclub, and five-star spa. The resort is under construction on a picturesque island that gracefully curves into the Arabian Gulf.