QA & Operations Unit Head JOB

Overview

QA & Operations Unit Head role at Department of Culture and Tourism – Abu Dhabi (DCT Abu Dhabi) 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 coordinates cross-functional efforts, vendor relationships, and automation initiatives to enhance digital service delivery and user experience.

Key Responsibilities

• 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

People Management

Budgeting and Financial Planning

Reporting

EHS (Environment, Health and Safety)

Comply with relevant EHS guidelines, report incidents and hazards promptly, and promote a healthy and safe work environment while reducing resource consumption.

Communication and Business Relationships

Internal and External stakeholders include :

Qualifications

Experience

Skills

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