Job purpose:

Planning, monitoring, and reporting to ensure existing services quality levels and contractual performance indicators are achieved as per agreed SLA with stakeholders, including recommending solutions

Also, Leading the new IT and infrastructure projects (internal/external) with proper planning and timely progress in alignment with target date and agreed upon scope.

Key accountabilities and decision ownership:

• Provide a service plan & solution to manage and enhance all existing (on-going) services.
• Lead the service delivery of new projects with (Infrastructure, IT, application, CS\xe2\x80\xa6etc) teams and manage communication with all stakeholders to ensure the teams\' actions and tasks are carried out efficiently.
• Maintain positive relationships with vendors/suppliers \xe2\x80\xa6etc and make sure the Services delivered as per agreed SLA.
• Identify requirements for new projects/tasks and translate it into scope and project plan for delivery.
• Lead the required team for implementing new projects till sign off.
• Work on 24\xc3\x977 and on-call support during critical issues which may impact the service.
• Develop and maintain documentation about current environment setup, standard operating procedures, and best practices.
• Monitor overall network/system/Cloud of Geidea\'s entire infrastructure and suggest enhancements
• Follow up on all PCI activities for all Geidea infrastructure.

Geidea\'s Values:

• Customer first
• Open
• Real
• Bold
• Resilient
• Collaborative

Must have technical / professional qualifications

• 3-5 years of experience in service/IT Operations Management
• Bachelor\'s Degree in IT, Computer, Electronic Engineering or equivalent
• Understanding of Network and security technologies.
• Knowledge on PCI required activities-prefered
• Ability to negotiate with Vendors & ISP for any issues in order to meet SLA.
• Ability to create and adapt processes and procedures to meet changes as per business needs.
• Strong communication skills (Arabic & English)
• Core Skills required:

-Problem Solving: High
-Leadership: Medium
-Interpersonal Skills: High * Other job specific core skills (Head- Hand - Heart)

• Communication skills: High
• Stakeholder management skills: High
• Negotiation skills: High

Key Success Factors

• Commitment to main objectives SLA and deadline
• Incident response within SLA
• Delivery of projects within target date

Operational Factors of the Job

• Decision Making: Medium
• Execution: Medium
• Customers\' Interaction & Experience: None
• Products / Services Interaction: Medium
• Impact of the job: Medium-High

Subject to resources availability and team completion

Structural Metrics of the Job:

• Number of direct reports: None

• Number of non- direct reports (dotted) None
• The layer of this job in the organization structure N-2
• Communication framework of the job:

• Internally with:
• Network
• System
• Cybersecurity
• Operations
• R&D
• PMO
• Product
• Development (technology)
• Vendor Coordinator
• It Support
• NOC team
• Externally with:
• Vendors
• Regulators
• Service providers
• Central banks

Work Conditions:

• In-doors:100%
• Out-doors: 0%
• Work Hazards: Normal
• Working Days: 5 Working Days
• Shift Based: No
• Days Off:2 Days Off
• Working Hours: 48 Hours

Geidea