Engineer - IT Operations

talabat

Role summary As an Engineer of IT Operations, you will take a lead role in designing, implementing, and managing the company s IT infrastructure across multiple regions. You will serve as a primary escalation point for complex technical challenges, providing advanced second and third-line (L2/L3) support within the IT Operations team. In this role, you will not only ensure the stability and security of our core IT services but also mentor junior team members and be part of key IT projects. A critical aspect of this position involves providing regional technical support and expertise to teams in other countries, ensuring consistent IT standards and operational excellence across our international sites. The following experience is relevant to us IT Support & Troubleshooting: Provide second-line (L2) technical support for hardware, software, and network issues across multiple sites. Diagnose and resolve technical issues escalated from first-line support, ensuring minimal downtime and disruption for end-users. Manage incidents and service requests in the Jira ticketing system following the IT incident management process, ensuring accurate documentation and timely resolution within the SLAs. Manage escalated incidents from the IT Service Desk (L1), ensuring they are updated daily with high-quality troubleshooting steps and meaningful progress reports. Use Slack for real-time communication and coordination with internal teams to resolve incidents and requests quickly and efficiently. Prioritize and escalate issues to L3 as necessary, ensuring prompt and effective resolution to minimize business impact. Communicate High Priority Incidents / critical issues to IT leadership and key stakeholders to ensure visibility and awareness. Ensure adherence to ITIL processes, including Incident Management, Request Fulfilment, Problem Management, Change Management, and Asset Management, within the tMart IT Operations team. Network Administration: Configure and maintain network devices, including firewalls, routers, switches, and Wi-Fi access points, ensuring full operational functionality. Support the management of email accounts, and cloud services. Monitor and advanced troubleshooting for internet connectivity, VPN issues, and network performance. New Site Deployments & IT Infrastructure Maintenance: Lead the complete configuration of IT infrastructure for new sites, warehouses, and other locations, ensuring network and systems readiness. Provide full configuration support for network devices, CCTV cameras, POS systems, and other hardware installations. Provide on-ground support for L3 engineers during office setups and remote sites to ensure proper implementation. Travel to multiple sites within the country for support, installations, and troubleshooting as needed. A valid driving license is required to visit the locations. CCTV & Security Systems Support: Configure, maintain, and troubleshoot CCTV systems, ensuring operational continuity and compliance with security requirements. Ensure proper storage and retrieval of video recordings in line with company guidelines. Documentation & Process Improvement: Maintain accurate IT asset inventory, including network devices. Document troubleshooting guides, system configurations, and best practices to enhance IT support efficiency. Identify areas for process automation and efficiency improvements within IT operations. Cross-Team Collaboration & Stakeholder Engagement: Work closely with IT Operations engineers in different regions, other IT teams (L1/L2/L3), and cross-functional teams. Support IT projects, upgrades, and initiatives aimed at improving infrastructure resilience. Provide guidance and training to end-users on IT policies, procedures, and best practices. Skills Required Advanced knowledge of network infrastructure, with familiarity in working with Fortinet devices for firewall and network setup. Good problem-solving skills to assist in troubleshooting and resolving technical issues effectively. Familiarity with real-time communication platforms like Slack to coordinate support and resolve issues effectively. Understanding of networking fundamentals (TCP/IP, VLANs, DHCP, DNS) and security protocols (firewalls, VPNs, data encryption). Experience with Microsoft 365, Active Directory, and basic knowledge with cloud platforms. Competence in managing CCTV systems, ensuring security, proper installation, and data retention. Ability to work collaboratively with internal teams and vendors to achieve business goals. Excellent communication skills, with the ability to interact effectively with both technical and non-technical stakeholders. Ability to manage time effectively, prioritize tasks, and work independently in a fast-paced, multi-site environment. Problem-solving skills, with the ability to identify issues and work toward solutions. A basic knowledge and understanding of ITIL or IT Service Management practices is desirable.