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Job Description

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.
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