IT Coordinator

Job description / Role

The primary purpose of the role of our IT Coordinator is to ensure that the Careem office systems meet the required service levels for availability, performance and integrity. The role will involve interaction with all internal departments and business partners and clients, as well to ensure that new systems and changes to existing systems are designed, developed, deployed and managed ongoing adhering to I.T. best practice and internal standards to minimize risk to service levels.

About us

Careem makes arranging ground transportation reliable, personal, and convenient. Started by former Management Consultants in July 2012, Careem operates in the e-commerce industry as a private car booking service that is upgrading the way people travel around town.

Simply speaking, Careem is an aggregator that provides a technology and operations layer on top of existing providers. This enables them to become accessible to customers on the web and on mobile devices; as well as providing them with a web-based payment gateway.

Customers of Careem can make bookings on the app or website and can track their rides in real-time, pay with cards or cash and access receipts online.

To ensure a consistent quality of service, Careem works very closely with its partners - rigorously inspecting cars; assessing drivers for safety and navigation knowledge as well as their communication skills and professionalism.

A customer ranking system and 24 hour global call centre also allow Careem to respond to any queries or issues that a customer might have within a very short time frame.

Backed by it's investors STV Ventures (the VC arm of Saudi Telecom) and Al Tayyar Travel Group, as well as a collection of other angel investors, Careem now operates across 16 cities within the MENA region: Abu Dhabi, Bahrain, Beirut, Cairo, Casablanca, Dammam, Dhahran, Doha, Dubai, Jeddah, Karachi, Khobar, Kuwait, Lahore, Rabat, and Riyadh.

About the role

Principal Responsibilities

Results-orientation
- The role of IT infrastructure executive is to deploy support and administrate IT infrastructure services and systems, voice and data network, monitor and maintain databases and end to end support communication capabilities (LAN & WAN).
- Document and maintain policies and procedures, ensuring projects are completed within budget guidelines and maintain best practices.
- Providing 1st and 2nd line support to all the IT systems and services provided and used by CAREEM.
- Provide 1st, 2nd and 3rd line of support to end user desktop computing environment/Systems
- Provisioning, support and maintenance of Mobile devices as per to company's guidelines
- Providing end user technical support
- To assist the Head of department - Places in developing long-term, strategic plans, for the development of the ICT requirements.
- To be responsible for changes affecting the ICT infrastructure and that such changes take place in a controlled and auditable manner.
- The Infrastructure executive is also required to ensure continuous improvement and will be responsible for infrastructure projects.
- Keeping up to date with latest technology changes and industry practices
- Documentation of CAREEM network infrastructure (HW/SW inventory, network documentations, etc.)
- Management of incidents to ensure rapid resolution.

Including:
- Root cause analysis
- Managing incidents to ensure all avenues are explored
- Weighing up possible solutions and associated risk

Communication skills
- Effectively communicates relevant project information to superiors.
- Delivers engaging, informative and well-organized presentations.
- Resolves and/or escalates issues in a timely fashion.
- Understands how to communicate difficult/sensitive information tactfully.

Team skills
- Manages day-to day Sponsor and User interaction and expectations
- Consistently acknowledges and appreciates each team member's contributions.
- Effectively work with cross departments.
- Suggests areas for improvement in internal processes along with possible solutions.
- Keeps track of Lessons Learned and shares those lessons with team members.

Problem Solving
- Combine patience, determination, and persistence to troubleshoot issues
- Dynamic, results-oriented problem solver
- Easily understand, investigate and solve technical problems in a details driven attitude
- Skilled at evaluating options and generating solutions
- Strong problem-solving and analytical skills
- Troubleshooting equipment or situations

Administration
- Monitoring and reporting on IT Services
- Maintain update to infrastructure systems and services inventory
- Providing 24x7 second-line support and support escalation services
- Provisioning, administration and support of smartphone devices for CAREEM Captains
- Resolution of production incidents and underlying causes
- Accepting new systems or changes as fit for release
- Running Infrastructure and Application Projects as required
- Planning and executing the deployment off application developments into Production
- Participate in Departmental planning and strategy sessions as required
- Liaising with Sales and Customer teams as necessary during project lifecycle and production operation.
- Conducting Service Reviews with internal teams and suppliers
- Liaison with 3rd party suppliers
- Management of incidents to ensure rapid resolution. Including:
- Root cause analysis
- Managing all avenues incident to ensure are explored
- Ensuring necessary communication is sent to relevant parties
- Weighing up possible solutions and associated risk
- Ensuring completion of follow up actions
- Design/Review of all infrastructure changes
- Provision of escalation on-call support
- Maintaining disaster recovery plans and executing regular testing
- Tracking and resolution of single points of failure within the infrastructure
- Assisting project streams on infrastructure changes

Key Relationships
- All internal departments
- 3rd party suppliers

Requirements

- Strong administrative skills, a good attention to detail and an organised approach to work
- Work effectively using your own initiative, prioritising workload with a methodical approach
- Ability to manage multiple tasks and work to tight deadlines
- Ability to effectively trouble shoot problems and work collaboratively within a team environment
- Good technical proficiency, literacy skills and a competent computer user

Desirable Skills and Competencies
- Experience working within the industry is desirable
- MDM (Mobile devices management)
- Virtualization, VMWare, AWS
- LANs, WANs, TCP/IP protocol stack, Routing
- Good interpersonal skills
- Team player; supportive and collaborative
- Ability to take ownership
- Good organizational skills
- Flexible working hours
- High attention to detail and determination to work to completion
- High level of numeracy
- Ability to work in a fast moving environment and manage time and workload

Qualifications
- Bachelor's degree in computer science or similar

Essential Skills and Competencies
- An adept communicator with a good command for the English language and the ability to liaise with people on all levels

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.