Senior officer - L2 Support

The L2 Support IT Operations Officer plays a crucial role in maintaining and improving the IT infrastructure 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.

• Handling Call Center complaint through all channels.
• Managing Access management for all Zain Cash system.
• Resolve or escalate incidents that cannot be handled by first-level support.
• Analyze recurring issues, analyze root causes, and provide solutions to prevent future incidents.
• Track the performance of systems, log and monitor issues, and generate reports for performance and service improvement.
• Work closely with IT operations, development, and vendor teams for faster issue resolution and to facilitate knowledge sharing.
• Ensure all support activities are aligned with SLAs and contribute to high system availability.
• Recommend process improvements, automation opportunities, and tools to enhance support efficiency.