Deputy Ops Manager, Technical

Direct Line Manager:    Operations Manager Technical

Next Level Manager:    TEC Operations and Commercial Director

Location of Position:    Dubai Office. The role may require infrequent global travel.  

Purpose of Role: The Deputy Operations Manager supports the Operations Manager in leading managing and developing a team of electronics and communications engineers and assists in overseeing the daily operation of Sicuros 24/7 Support team. The Deputy Operations Manager assists in handling all matters appertaining to technical infrastructure customer support manpower and operating procedures in the operations room. Key responsibilities include supporting the implementation of operational policies to drive service excellence assisting in developing a high-performance culture for all engineers and supporting recommendations for changes to products or services to fulfil customer requirements. This role acts as second-in-command and assumes full operational responsibility in the Operations Managers absence. The Deputy Operations Manager coordinates with various departments in the Sicuro Group organization such as the Account Managers Finance team HR and Admin Graal and Intelyse to achieve business objectives and render technical and commercial support.

Contact and Cooperation: Intelyse Sicuro Technology and all Sicuro Group Companies.

Key Responsibilities:

1. Operations

• Assists in defining and improving operations policies for Sicuros 24/7 Support /GSOC team
  • Supports regular evaluation and review of policies.
  • Ensures policies are relevant to Support tasks and client requirements.
  • Assists in ensuring engineers adhere to policies through discussions and signed documents to guarantee effective implementation.

• Supports setting clear objectives evaluating progress and instilling a high-performance culture with a focus on teamwork and customer service excellence.
• Participates in regular meetings with the Ops Management team Account Managers and Department Heads to discuss issues concerns updates and suggestions for the improvement of customer support and operational policies.
• Assists in evaluating engineers potential and allocating tasks and responsibilities to develop leadership skills.
• Supports managing the workflow for Ops Management and the Support /GSOC team.
• Responsible in organising and maintaining shift rotations for the 24/7 Support and not affected by engineers that are deployed or on leave.
• Manages vendor platforms (i.e. SkyWave Delorme SPNET) and other systems related to daily operations.
• Facilitates the creation of user manuals and guides for known systems.

• Review daily priorities and take appropriate action to ensure results are achieved. Then provides an operations technical report to senior management and department heads highlighting outstanding issues and accomplished tasks on a daily basis.
• Informs Account Managers and Execs of any technical system failures or significant downtimes.
• Has oversight of stocks inventory and purchasing of tools and equipment essential to daily operation.
• Ensures that physical inventory levels are monitored and replenished as needed.

1. Support

• Assists in managing and motivating the Support team to provide efficient telephone and e-mail support to Sicuros growing customer base.
• Ensure that the team follows standard operating procedures on handling normal and primary monitoring client concerns.
• Monitors the Support emails and assist in sorting client requests concerns and issues.
• Ensures the Support team are providing timely responses and resolves all client issues the shortest time possible.
• Implements protocols for Primary Monitoring clients.
  • Protocols are reviewed and approved by the client.
  • Documentations are signed and made available in the Ops Room.
• Oversees all vendor portals tracking systems and tracking devices are operational.
• Facilitates the creation of user manuals and guides for tracking platforms and devices for client use.
• Manages the content of the support tutorials portal with the Ops Management team.

1. Manpower and Training

• Assists in recruitment interviewing and hiring of engineers.
• Responsible in allocating engineers for projects and deployments.
• Ensures the operations room is efficiently always manned.
• Responsible for training new engineers while assists on training new Sicuro staff.
• Coordinates with HR and senior management and evaluates the need for technical and English training for engineers.

1. Business Development

• Participates on sales and cost-driven projects to meet demanding client requirements in different industries - government departments NGOs private security and oil and gas sectors.
• Provide input into the company service delivery strategy.
• Represents the company in annual conference regarding fleet telematics satellite tracking Internet of Things among others.
• Liaising with all areas of management including CEO sales operations directors to provide technical and sales support.
• Maintains strong relationship with third party providers for business continuity.
• Assist marketing team in preparing effective marketing strategy that promotes Sicuros products and services.

1. Head of IT

Technical Infrastructure/IT

• Ensures uninterrupted operation of all office and site internet connections (Etisalat DU and other ISPs) proactively monitoring performance and coordinating with service providers to resolve outages latency or service degradation.
• Manages maintains and oversees all IT hardware assets including laptops desktops monitors mobile devices printers PABX/IP phone systems NAS/storage devices network switches firewalls and routers.
• Manages and maintains LAN infrastructure including structured cabling switches VLANs Wi-Fi access points and network security controls.
• Ensures network segmentation access control and performance optimization across office and operational environments.
• Manages Linux-based servers and services including system configuration user permissions patching and performance monitoring.
• Oversees application and service hosting environments ensuring stability backups and recovery readiness.
• Supports integration between on-premises and cloud-based systems where applicable.
• Designs implements and continuously improves IT policies procedures and standards covering acceptable use access control asset management backup and security compliance.
• Monitors overall IT system health and performance proactively identifying risks bottlenecks and vulnerabilities to ensure business continuity data integrity and operational resilience.
• Responsible to be aware up-to-date and adhere to all related controls and policies for ISO 27001 and GDPR.
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• IT Administration & End-User Support
• Oversees user account lifecycle management (onboarding role changes offboarding) across IT systems email platforms and business applications.
• Provides escalation-level support for complex IT issues ensuring timely resolution with minimal business disruption.
• Maintains IT asset inventories licensing compliance and renewal schedules.
• Coordinates with vendors and service providers for procurement support contracts and service-level adherence.

Domain DNS & SSL Certificate Management

• Owns and administers company domain portfolios including registrations renewals transfers and registrar security.
• Manages DNS records (A CNAME MX TXT etc.) to support websites email systems third-party services and secure integrations.
• Procures renews and manages SSL certificates (standard and wildcard) ensuring secure HTTPS communication and preventing service disruption due to certificate expiry.

Microsoft 365 (O365) Administration

• Administers Microsoft 365 tenant services including Exchange Online Teams SharePoint OneDrive and Azure AD.
• Manages licensing security policies mailbox configurations email routing and data retention.
• Implements security best practices such as MFA conditional access and role-based access control.

Website & WordPress Management

• Oversees company websites and WordPress platforms including hosting coordination domain linkage SSL integration and basic content updates.
• Manages plugins updates backups and security hardening to ensure availability and performance.
• Coordinates with developers or vendors for major enhancements or redesigns.

Mobile Application Store Management

• Manages company applications on Google Play Store and Apple App Store including app listings updates certificates compliance requirements and release coordination.
• Handles developer account administration renewal and access control.
• Coordinates with development teams to ensure smooth app deployment and version control.

Cyber Security

• Implements and enforces baseline cyber security controls across infrastructure endpoints and user access.
• Ensures compliance with internal security policies data protection requirements and industry best practices.
• Supports security awareness initiatives and incident response coordination.

Use of AI & Automation Tools

• Demonstrates proficiency in leveraging AI tools such as ChatGPT Claude and Replit to improve operational efficiency automate routine tasks support troubleshooting and enhance documentation.
• Applies AI-assisted tools responsibly within company security and data governance guidelines.
• Identifies opportunities where AI can enhance IT operations reporting and decision support.

Qualifications :

Essential

• Bachelors Degree in Electronics and Communications Engineering Computer Engineer IT and must be board certified
• Minimum 7 years work experience in Sicuro with extensive experience on GPS tracking devices (design testing and installation)
• Strong background in IT infrastructure (LAN Linux cloud and on-premises solutions) system administration (O365 domain/DNS/SSL) website management (backend WordPress) AI-Assisted tools (ChatGPT Claude Replit) and Cyber Security principles
•  Computer literacy including proficiency in Microsoft office; Strong verbal and written communication skills
• Experience in providing technical support to clients by different means e.g. Team Viewer telephone and Teams chat
• Compose technical documents in Word/Excel/PDF and create and maintain Excel worksheets and databases
• Possess expertise on different tracking hardware and software including vendor management portal
• With experience in managing a technical team
• Attended various management and leadership courses and seminars

• Must maintain confidentiality and discretion in all aspects
• Honest and trustworthy
• Leadership and team player skills
• Responsible and highly dependable
• Good Interpersonal skills
• Can work under pressure

Preferred

• Cisco or Microsoft related certifications

Experience Preferred

• Working experience with a GPS tracking provider/vendor a Telecommunications company or IT companies
• Working experience in the Middle East and Africa

Remote Work :

No

Employment Type :

Full-time