Supervisor - Online and Web Services - Dubai Holding Community Management
Job Description
About Dubai Holding Community Management:
Dubai Holding Community Management (DHCM) is a premium community management services provider under the umbrella of Dubai Holding. Established in 2021, DHCM has quickly become a leader in the industry, offering exceptional services to maintain and enhance residential communities and districts across Dubai.
At DHCM, we believe in creating sustainable and vibrant communities that offer a sense of belonging to residents. Our team of experts provides various services, including community and district management, technical management, and financial management.
Our community and district management services ensure that each community is well-maintained, secure, and operates efficiently. We manage common areas, enforce community rules and regulations, coordinate with local authorities, and respond to residents&apos concerns promptly and effectively
We proudly manage a portfolio of prestigious communities, including Bluewaters, City Walk, Port de La Mer, Bvlgari Residences, Jumeirah Beach Residence (JBR), and Business Bay Executive Towers, among others. Additionally, we manage iconic districts, including Business Bay, Dubai Land Residences, Jaddaf Waterfront, Dubai Media City, Dubai Internet City, Dubai Studio City, Dubai Harbour, and more.
About the Role:
The Supervisor - Online & Web Services is responsible for overseeing the daily operations, maintenance, and support of Dubai Holding Community Management&aposs online platforms and web services. This role ensures the optimal functionality, user experience, and reliability of digital channels, contributing to seamless customer interactions and efficient internal processes.The Supervisor will lead a team or individuals in monitoring system performance, resolving technical issues, and ensuring adherence to service standards.
The main duties and responsibilities of this role:
- Online Platform & Web Services Operations:
- Oversee the day-to-day operations and performance of DHCM&aposs online platforms (e.g., resident portals, corporate website, mobile applications) and underlying web services (APIs).
- Ensure high availability, responsiveness, and seamless functionality of all digital services.
- Conduct regular monitoring and health checks of online systems to proactively identify and address potential issues.
- Technical Support & Issue Resolution:
- Lead the investigation and resolution of technical issues, bugs, and user-reported problems related to online and web services.
- Provide advanced technical support and guidance to end-users and internal teams, escalating complex issues to higher-level IT staff or external vendors as needed.
- Implement temporary workarounds and permanent solutions to minimize service disruption.
- Team Supervision & Coordination:
- Supervise and guide a team of support specialists or junior engineers, allocating tasks, monitoring progress, and ensuring adherence to service level agreements (SLAs).
- Provide coaching, mentoring, and technical training to team members to enhance their skills and performance.
- Coordinate with other IT sub-teams (e.g., IT Infrastructure, Application Support) and business units to ensure integrated service delivery.
- Performance Monitoring & Reporting:
- Monitor key performance indicators (KPIs) for online and web services, such as uptime, response times, error rates, and user satisfaction.
- Prepare and present regular reports on system performance, incident trends, and service quality to the Manager.
- Utilize data to identify areas for process improvement and efficiency gains.
- System Maintenance & Updates:
- Coordinate and oversee routine maintenance activities, including system updates, patches, and backups, to ensure security and stability.
- Assist in the deployment of new features or enhancements to online platforms and web services.
- Documentation & Knowledge Management:
- Ensure comprehensive documentation of online and web service configurations, troubleshooting procedures, and common issues.
- Maintain and update knowledge base articles for both internal IT staff and end-users.
- Health, Safety, and Environmental (HSE) Responsibilities:
- Ensure full compliance with DHCMs Health, Safety, and Environmental (HSE) Policy, governance framework, and standards by conducting all tasks according to HSE procedures, attending mandatory training, actively reporting hazards, near misses, or incidents, and utilizing appropriate Personal Protective Equipment (PPE) as identified in risk assessments.
About you:
The ideal candidate will have the below qualifications and experience:
- Bachelor&aposs degree in computer science, Information Technology, Information Systems, or a related field.
- Minimum of 5-7 years of progressive experience in IT support, web operations, or digital services management, with at least 2-3 years in a supervisory or lead role.
- Strong understanding of web technologies (e.g., HTTP, APIs, web servers), online platforms, and digital service delivery models.
- Experience with troubleshooting web applications, databases, and network connectivity issues.
- Familiarity with IT service management (ITSM) principles and tools.
About Benefits:
At Dubai Holding, we&aposre committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment.We strongly believe in creating an empowered Internal workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.