Job description / Role
Careem is building the Everything App for the greater Middle East, making it easier than ever to move around, order food and groceries, manage payments, and more. Careem is led by a powerful purpose to simplify and improve the lives of people and build an awesome organisation that inspires. Since 2012, Careem has created earnings for over 2.5 million Captains, simplified the lives of over 50 million customers, and built a platform for the region's best talent to thrive and for entrepreneurs to scale their businesses. Careem operates in over 70 cities across 10 countries, from Morocco to Pakistan.
We are currently seeking an IT Operations Manager for Egypt, tasked with overseeing operations not only in Egypt but also in Jordan, KSA, and neighboring markets. As the chosen candidate, you will assume leadership of our IT operations team within these regions, collaborating closely with counterparts across all markets to ensure swiE resolution of technical issues, seamless deployment of technology, and efficient management of resources. Additionally, you will be responsible for documentation and reporting, ensuring comprehensive records are maintained and insightful reports are generated to support decision-making processes.In this role, you'll be working extensively with a range of technologies, including Google Workspace Apps, Enterprise Zoom, Apple Mac, Windows laptops, JumpCloud MDM, ZScaler, OktaIAM, Slack Enterprise, WiFi/Internet systems, Zero trust security tools, endpoint security, and Meeting rooms AV systems.
We invite you to join us in our mission to deliver exceptional IT services, drive efficiency, foster innovation, and uphold rigorous documentation and reporting standards across multiple markets.
Responsibilities :
- Oversee day-to-day IT operations and Help Desk services in Egypt, Jordan, KSA, and neighboring markets.
- Build and lead a team of skilled technology professionals, ensuring customer-first support across mul8ple locations.
- Provide leadership, coaching, and development opportunities for a team of 5 IT engineers across 3 countries.
- Measure operational metrics, meet SLAs, and improve operational KPIs.
- Serve as the primary escalation point for IT operations, delivering technical support for various systems.
- Implement best-in-class processes and systems for exceptional IT experiences.
- Lead project management efforts within the IT team, ensuring projects and daily operations run smoothly.
- Drive the creation of documentation, reports, and technical standards to enhance IT support services.
- Foster effective communication and collaboration with stakeholders to promote IT visibility and organizational buy-in.
Job Description:
- Minimum of 6 years of experience, including 2 years in management roles and 4 years in technical roles, in a fast-paced, global IT operations environment.
- Proven experience leading hybrid teams (local and remote) with a "one team" mindset, fostering collaboration and individual development.
- Track record of effectively managing both business as usual (BAU) operations and project changes, encompassing stakeholder management, resource estimation, status reporting, and cost management.
- Demonstrated expertise in technology governance, including the development and implementation of IT policies and services aligned with best practices and customer needs.
- Ability to thrive under pressure with a commitment to ensuring technology continuity, including a willingness to work after hours when necessary.
- Experience in budgeting and planning within a growing organization, adept at prioritizing and balancing competing demands.
- Self-motivated and capable of working independently with minimal supervision from upper management.
- Exceptional interpersonal and customer service skills, maintaining positive relationships with colleagues and leadership. Proactive and solution-oriented mindset, willing to take ownership of challenges and drive problem resolution.
- Proficient in system thinking and automation, with a focus on delivering scalable and sustainable IT solutions.
- Strong technical background across various roles, including 1st/3rd line IT support, Project Management, and Service Management.
- Additional experience with technologies such as Apple Mac, Windows, Google Enterprise Apps, Enterprise Zoom, JumpCloud MDM, Okta IAM,Slack Enterprise, operations automation, WiFi, local Datacenter/ IDFrooms, and Meeting room AV systems are advantageous.
Requirements
What we'll provide you
We offer colleagues the opportunity to drive impact in the region while they learn and grow. As a full time Careem colleague, you will be able to:
- Work and learn from great minds by joining a community of inspiring colleagues.
- Put your passion to work in a purposeful organization dedicated to creating impact in a region with a lot of untapped potential.
- Explore new opportunities to learn and grow every day.
- Work 4 days a week in office & 1 day from home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year.
- Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.
About the Company
We are a brand that aims to simplify people's lives by revolutionizing the transportation industry. A brand that strives to inspire everyone it interacts with, and supports every single person who dares to believe. #BeCareem
Careem is the MENA region's leading ride-hailing service and newest Tech Unicorn. With 30% monthly growth, we now operate in 50+ cities across 11 countries and host over 6 million users. With our recent Series D funding success, we are positioned on the cusp of significant scale and well on target to deliver our goal of creating one million jobs in the region by 2018.