e& is hiring a Senior Manager – Channel Reliability to ensure uninterrupted performance and reliability of our digital platforms, including the e& UAE mobile app and website. This key leadership role focuses on monitoring digital channel health, managing incidents, and driving improvements to enhance the overall customer experience.
Key Responsibilities
Monitor Channel Performance
- Oversee real-time monitoring of digital platforms (app, website, self-service portals)
- Use APM tools like AppDynamics, Dynatrace, or similar systems
- Track uptime, response times, and errors to maintain optimal service
- Establish performance benchmarks and resolve issues proactively
Lead Incident Management
- Manage the identification and resolution of critical incidents
- Coordinate root cause analysis (RCA) and corrective action plans
- Minimize downtime and impact on users
- Maintain detailed incident logs for analysis and learning
Analyze Customer Feedback
- Review NPS scores, app reviews, and survey data
- Identify and resolve recurring issues
- Launch initiatives to improve customer satisfaction and reduce detractors
Drive Continuous Improvement
- Find opportunities to improve platform reliability and functionality
- Optimize workflows for smoother self-service experiences
- Keep up with new technologies to enhance system performance
Provide Reporting and Insights
- Generate regular performance reports (uptime, error rate, success rate, NPS)
- Present actionable insights to senior leaders for data-driven decisions
Manage Maintenance and Changes
- Oversee scheduled maintenance with minimal disruption
- Review and approve change requests with proper testing protocols
Foster Cross-Functional Collaboration
- Work with IT, product, UX/UI, and customer care teams
- Align on reliability goals and share updates on performance and changes
- Act as the go-to expert for channel reliability matters
Mitigate Risks and Ensure Compliance
- Identify and manage risks to digital operations
- Enforce security standards and regulatory compliance across all channels
Lead and Develop the Team
- Guide a high-performing team of reliability and monitoring professionals
- Encourage a culture of continuous learning, innovation, and accountability
Qualifications
- Education: Bachelor’s Degree in Computer Engineering or related field
- Experience: 10+ years in digital channel management, including app development and user growth
Why Work With e&?
At e&, we are committed to inclusivity, innovation, and excellence. We welcome applicants from all backgrounds and abilities. If you need adjustments to the recruitment process, contact us at: DiversityEquity&Inclusion@eand.com
Application Details
- Job ID: 10453
- Location: Dubai, United Arab Emirates
- Schedule: Full-time
- Apply Before: July 17, 2025
