وظائف قائد فريق تكنولوجيا المعلومات بشركة فاليو

valU is looking for an IT Operations Team Lead

Join the entrepreneurial leadership team who launched the first, and leading Buy-Now, Pay-Later (BNPL) Fintech platform in Egypt as valU’s IT Ops Lead to enjoy the best of two worlds; the speed and innovation of a market-making scaleup, and the capabilities and accelerated growth of Egypt’s leading BNPL lifestyle enabling platform.

Responsibilities:

·Monitor the day-to-day operations of the Technical Support Team
·Act as a Technical Reference who will drive customer satisfaction through customer support
·Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions
·Act as a mentor and provide oversight, coaching, and training to technical support staff
·Be the point of contact when it comes to technical escalations
·Record and track team SLAs and workflows
·Provide support where needed for both internal and external customers
·Clearly communicate escalated issues to the InfoSec Team
·Assist in the creation of the team KPIs as well as monitor and report on results
·Be actively involved with the operational delivery and UAT if required for new product and feature releases
·Monitor team performance and report on metrics
·Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
·Work to create any relevant support material for the team
·Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
·Implement any necessary preventive measures to reduce customer faults and issues
·Review all technical support related processes and documentation for continuous improvement
·Assist in the creating and implementing customer self-service material and tools
·Evaluate all End User Solution and determine selection criteria
·Assist network and system backend Team in Layer one support LAN/WAN, WIFI configuration & setup MS Mobile APPs

Requirements:

·Experience in MS 365, Kaspersky, Active directory, network topology protocol & printing solutions
·Good knowledge of ITIL Standard of operations, experiences in Domain Controller
·Very good in understanding security standard of Data and data Protection/retention and recover
·Very good understanding in security standard of Data and data Protection/retention and recover
·Good knowledge of MS product and monitoring tools SCOM , SCCM
·Good Knowledge of Operating MS Authentication , configuration using IOS /Android
·Good Knowledge of configure troubleshooting IOS using MacBook's IPADs, MDM configuration and installation
·Ability to operate inside a very dynamic environment, with a high dedication
·8 Years of Experience
·BSc. Degree of Computer Science