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Job Scope

Projects & Initiatives Management

• Assist with digital & technology project activities as required
• Assist in implementing change requests at the Miral corporate work-places
• Maintaining good stakeholder relations
• Tracking and managing work records
• Compile job reports

Service Delivery & Operations Excellence

• Support Miral daily digital and technology operations
• Provide technical support on-site or via remote-access systems
• Liaise with helpdesk & SME teams under the shared digital services model to deliver solutions and support daily operations
• Work with external vendors and service providors on troubleshooting incidents, implementing changes and any other operations related tasks
• Meet users to diagnose software or hardware issues.
• Own digital and technology incidents and liaise between multiple internal and external teams until closure
• Work with 2nd level support teams to resolve incidents as they occur within proper SLAs
• Take ownership of incidents/changes:
• Act on the timely manner to resolve them whether reported (or assigned by Miral digital & technology team) via telephone, via e-mail or in-person until closure
• If incidents/changes require 2nd level support, follow-up until closure
• Log, report and run all incidents and services requests in the ITSM tool
• Maintain accurate details of all incidents and services requests through the complete lifecyle
• Responsible for keeping all Miral IT faclities (MDFs & IDFs) at the highest standards and continuous monitoring
• Ensure that all IT systems are functional and working properly at all times and maintain information security at the target level.
• Log new software/hardware inventory updates or communicate the same to the concerned at Miral.
• Archive documents related to IT operations or ask the concerned at Miral to do the same, such documents include (Quotations, POs, Delivery Notes, invoices, receipts, Manuals, Operational Guides, internal memos\xe2\x80\xa6etc.)
• Adhere to Miral IT, HR and security policies, procedures & workflows when dealing with any incident or change
• To be on-call and ready to support Miral end users during non-working hours, and ensure availability to conduct/support planned changes & projects which include service downtime and attend major service outages remotely or on-site
• Backfill other Miral Digital Support Specialists in case of Annual & Sick Leaves. This may include other workplaces
• Offer solutions that meet the needs of Miral users
• Act as an embassador of the digital and technology department
• AV support in meeting rooms and executive offices

Academic Qualifications and Experience:

• 5-7 years of experience in Information Technology environment, projects, service delivery and operations
• Bachelor\'s degree from a recognized university in Information Technology Engineering or related stream
• Fluency in Arabic and English
• Experience in ITSM is a must
• Experience in using incident management platforms is a must
• ITIL v3 (or equivalent) Certification is a must
• Project Management Certificate is a plus
• Assist with digital & technology project activities as required
• Assist in implementing change requests at the Miral corporate work-places
• Maintaining good stakeholder relations
• Tracking and managing work records
• Compile job reports

Farah Experiences