Position: DevOps Support Lead
Location: Dubai, UAE
Employment Type: Full Time
Industry: Luxury Retail & Technology Transformation
Company: Chalhoub Group

Overview:
Join Chalhoub Group, the region’s premier luxury partner, as we continue our digital transformation journey. We’re seeking a DevOps Support Lead with strong SAP and ITSM experience to take ownership of building and managing our enterprise support model. You’ll play a critical leadership role in post-implementation support of SAP S/4HANA systems, ensuring operational continuity, system resilience, and a world-class user experience.

Key Responsibilities:

🔹 Support Model Ownership

• Lead the design, rollout, and governance of the business-as-usual (BAU) support framework for SAP systems

• Align the support model with Chalhoub Group’s IT policies and transformation goals

• Collaborate with internal stakeholders and the System Integrator (SI) to ensure well-defined AMS roles and support delivery

🔹 ITSM & Tooling Integration

• Implement and integrate ITSM platforms (e.g., FreshService, SAP Cloud ALM) to manage change, incidents, and service requests

• Drive automation and AI-driven solutions for proactive monitoring, triage, and incident resolution

• Ensure tools are aligned across internal teams and vendors for unified operations

🔹 Incident & Hypercare Management

• Set up and lead SAP incident management processes for prompt issue resolution

• Oversee hypercare support during go-live, ensuring minimal disruption and rapid stabilization

• Establish SLAs, escalation protocols, and service dashboards to support operations transparency

🔹 Monitoring & Predictive Analytics

• Design and deploy proactive alerting and monitoring tools across the SAP ecosystem

• Leverage predictive analytics to anticipate issues and enhance reliability

• Collaborate with SI and internal IT for seamless alert-response execution

🔹 Knowledge Management & Team Enablement

• Build and maintain a knowledge base of known issues, troubleshooting steps, and FAQs

• Lead upskilling of the internal support team on SAP tools, incident management, and DevOps methodologies

🔹 Collaboration & Governance

• Act as the key liaison between internal tech teams and external vendors

• Maintain clear communication across tech streams to manage dependencies

• Provide regular performance reports to senior leadership and recommend improvements

Candidate Requirements:

🔸 Technical & Functional Experience

• 8–10+ years in enterprise tech with a focus on ERP, support operations, and transformation projects

• Mandatory SAP experience (preferably SAP S/4HANA)

• Proven expertise with ITSM tools (e.g., FreshService, ServiceNow, SAP ALM)

• Strong understanding of incident, change, and problem management frameworks

• Experience with automation, AI incident detection, and proactive alerting is a plus

🔸 Leadership & Strategy

• Hands-on experience managing global/offshore support teams and third-party vendors

• Excellent analytical, communication, and stakeholder management skills

• Previous involvement in large-scale hypercare and go-live support preferred

🔸 Educational Background

• Bachelor’s in Information Technology, Business Administration, Engineering, or related fields

• Certifications such as PMP, ITIL, or SAP-related credentials are advantageous

Why Join Chalhoub Group?
Be part of a forward-thinking organization shaping the luxury and retail landscape in the Middle East. Enjoy flexible working, competitive benefits, family and education allowances, and unparalleled growth opportunities.