• Take an active role in analyzing and solving problems and assisting the manager of the mobile/mobile sales applications unit.
• Demonstrate an advanced level of critical thinking in multi-functional/technical process analysis and problem solving for the relevant application that leads to the resolution of this incident.
• Document operations and maintain service desk records.
• Perform first/second level support for mobile sales applications if necessary.
• Ensure the availability of mobile sales application services (MIRA / SHELVS / Tracking and other applications) within the agreed levels of IT services.
• Implements the necessary changes in mobile sales applications and provides the necessary support for continuous smooth operation and improvements.
• Ensure compliance with the organizational and administrative policies of the Information Technology Department and quality standards.
• Responsible for resolution/testing/delivery of updates and making RCA reports in accordance with the policy and procedures of the IT department.
• Ensure that appropriate action is taken to investigate and resolve incidents and problems in systems and services related to mobile applications.
• In accordance with the policy and procedures of the Information Technology Department.
• Work closely with the Mobile Sales Unit Manager, partners and other application vendors to maintain agreed IT application goals and objectives.
• Conduct a weekly review with top-level managers or business users of relevant tickets or change requests.
• Maintain highly focused router support for end-user targeting for SLA-compliant Cable Group of companies.
• Provide a weekly report of relevant tickets and apply the relevant change requests.
• Ensure compliance with organizational/management policies, procedures and quality standards in the management of the Application Support Service Desk.
• Ensure that appropriate action is taken to investigate and resolve ticketing and problems in systems and services related to data center, cloud hosting, systems and networks.
• Work closely with other IT teams and other system vendors to maintain the agreed IT application vision and objectives.
• Communicate activities and tasks to the line manager (mobile sales application unit manager) or other top-level managers if necessary.
• Provide the required level of support (second, third, .. etc.) / problem management for systems and networks to ensure smooth operations.
• Maintain and support inventory of data center/IT warehouse equipment and active/passive network equipment as related IT assets on a customized quarterly basis.
• Perform any required IT-related tasks provided by the Mobile Sales Applications Unit Manager / Application Department Manager / IT Manager in order to enhance the work / output IT services.
Skills
• Preferably with a certificate in ITIL for support and maintenance
• Focus on results and focus on customers
• Ability to withstand working pressure
• Ability to communicate effectively in writing and verbally with others in both Arabic and English
• Has a certificate or skill in using Microsoft Office 365 and splicing programs
• Discipline and accuracy in work
• High reporting skills
• Ability to solve problems