Officer - L2 Support

The Officer - L2 Support is a part of the IT Operations unit and he plays a crucial role in maintaining and improving the IT Operations within an organization. This position requires an individual who can quickly diagnose and resolve complex technical issues, provide second-level support, and collaborate with various teams to ensure system stability and efficiency and identifying opportunities for service improvements. He is responsible for providing advanced technical support, ensuring smooth IT service operations, and managing access to ZainCash systems.

 Roles:

• Provide Level 2 support by investigating and resolving escalated technical issues from Customer Care, Backoffice team, Business Operations, business development and others through all channels.
• Analyze recurring issues, analyze root causes, and provide solutions to prevent future incidents.
• Assist in executing incident response procedures and escalate critical issues as per the established process.
• Ensure all support activities are aligned with SLAs and contribute to high system availability.
• Work closely with IT Infrastructure, Development, Middleware, Core teams and Vendor teams for faster issue resolution and knowledge sharing.
• Managing access management for all ZainCash systems, ensuring compliance with security policies.
• Process user access requests, modifications, and revocations while enforcing the principle of least privilege.
• Perform periodic audits of system access and permissions, identifying and mitigating security risks.
• Support IT asset tracking by ensuring accurate records of system changes and configurations.
• Recommend process improvements, automation opportunities, and tools to enhance support efficiency.