Assistant Manager - IT | Shared Service | Cairo, Egypt

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

Come join us to live well, work better, and be the best.

About the Position

Role Purpose

To provide technical expertise in respective domain and Level 3/ Level 4 operational support for core IT Infrastructure within agreed business service levels.

To provide resolution to business critical incidents and requests within agreed SLA’s. They are also expected to provide knowledge transfer and support to junior members within the group. with proven problem solving skills.

Key Accountabilities

Operational Support

• Proactively ensure system performance is within defined performance matrix and highly available
• System capacity to be maintained at all times for predictive growth
• Systems are to be secured with latest updates and patches as per the Patch Management Policy
• Execute proactive measures to reduce unplanned downtime
• Plan and execute Disaster Recovery (DR) drills for critical system to ensure business continuity.
• Manage technology vendors and ensure IT infrastructure projects are delivered as scheduled
• Monitor and support applications infrastructure when required
• Propose new solutions to resolve business issues

Incident & Service Request Management

• Resolve assigned Incidents and Service requests within agreed SLA’s
• Responsible to handle business critical incidents, engaging vendor and coordinating with other teams for speedy resolution.
• Prepare root cause analysis and implement remedial measures to avoid recurrence of the incident
• Assist cross functional team for speedy resolution of Incidents.
• Continuous Improvement Initiative
• Gauge the effectiveness and efficiency of existing systems; develop and implement solutions for improving or further leveraging these systems
• Identify systems which are reaching end of support and plan to upgrade to newest model/versions.
• Periodic review of systems capacity report and recommend CI for capacity upgrade.
• Conduct health check of core systems, review reports and implement recommendations.
• Plan and Upgrade OS of core systems to the latest versions.

Other Key Responsibilities

• Maintain documentation of core system architecture and configurations
• Conduct periodic knowledge transfer session for Systems Engineers and other horizontal teams.
• Mentor and provide guidance to System Engineers
• Identify and provide mitigating options for Infrastructure related risks.
• Provide execution and delivery support related to Technology solution delivery and BAU changes.