Job Details
Skills And Tools:
Job Description
Eazy Mobility is the premier mobility solutions provider in the Middle East. We power public transportation operators and municipalities while enhancing the experience of passengers through software and hardware.
We deploy our hardware machines on board of the buses of public transportation operators. Drivers use them to issue tickets and passengers can use their transportation card to automatically print a ticket without the driver intervention. We also activated public transportation in Cairo to be available on the transit tab of Google Maps.
The IT Operations & Support Manager is a critical position, in charge of the core operations of the company. You will be managing a department that is responsible for:
- Hardware on board of buses (ticketing machines, route signage, LED screens, passenger information systems, etc..)Installation.
- Maintenance and support around the clock (18 hours per day) for hardware issues through an on the ground team.
- Overnight maintenance in the bus garages (depots).
- Application and infrastructure support & operations.Manage the setup and operation of the application servers.
- Manage the setup and operation of the network between the buses and our servers, as well as the network in the depots.
- Application support through a helpdesk.
- Live systems monitoring and early detection.
- Develop monitoring tools.
- Setup of software from our suppliers and from Eazy Mobility.
- Setup client accounts on the different software.
- Provide a link between client requests/issues from one side and the software provider and/or the hardware team from the other side.
Duties and Responsibilities:
The IT Field Operations & Support Manager designs, controls, and manages the process and day to day operations of this department by:
- Responsible for designing the operations process from scratch.
- Prepare preventive guidance to avoid problem repetition.
- Organize training programs to educate technical operations personnel on standard operating procedures.
- Manage the day to day operations.
- Mentor and motivate the IT operations & support team to put in their best effort to improve the levels of performance.
- Develop and monitor procedures and systems focusing on increasing utilization rates and on maintaining our SLA.
- Produce periodic reports to update company management on the progress of operations.
- Conduct annual staff appraisals and assessments to determine staff training needs.
- Oversee the hiring, training, and monitoring of technical operations staff.
Job Requirements
Qualifications and Requirements:
- Bachelor's Degree in Engineering or proven strong track record in related jobs.
- 10 years experience in software + hardware support & operations including at least 3 years managing a team.
- Strong operations sense and track record.
- Proven track record in creating SOPs with monitoring and control mechanisms.
- Proven experience managing a mass number of operations teams.
- Experience managing a network of support staff.
- Experience in the maintenance of electronic devices.
- Experience maintaining infrastructure (servers and networks).
Requirements We Prefer:
- Six Sigma certified.
Required Personal Traits:
- Active and mobile.
- Exceptional Communication and Influencing skills.
- Exceptional management and leadership skills.
- Open to feedback.
- Self-starter personality.
- Desire to work in a fast-paced and dynamic environment.
