Description:
Projects & Initiatives Management
- Assist with digital & technology project activities as required
- Assist in implementing change requests at the Miral corporate work-places
- Maintaining good stakeholder relations
- Tracking and managing work records
- Compile job reports
Service Delivery & Operations Excellence
- Support Miral daily digital and technology operations
- Provide technical support on-site or via remote-access systems
- Liaise with helpdesk & SME teams under the shared digital services model to deliver solutions and support daily operations
- Work with external vendors and service providors on troubleshooting incidents, implementing changes and any other operations related tasks
- Meet users to diagnose software or hardware issues.
- Own digital and technology incidents and liaise between multiple internal and external teams until closure
- Work with 2nd level support teams to resolve incidents as they occur within proper SLAs
- Take ownership of incidents/changes:
- Act on the timely manner to resolve them whether reported (or assigned by Miral digital & technology team) via telephone, via e-mail or in-person until closure
- If incidents/changes require 2nd level support, follow-up until closure
- Log, report and run all incidents and services requests in the ITSM tool
- Maintain accurate details of all incidents and services requests through the complete lifecyle
- Responsible for keeping all Miral IT faclities (MDFs & IDFs) at the highest standards and continuous monitoring
- Ensure that all IT systems are functional and working properly at all times and maintain information security at the target level.
- Log new software/hardware inventory updates or communicate the same to the concerned at Miral.
- Archive documents related to IT operations or ask the concerned at Miral to do the same, such documents include (Quotations, POs, Delivery Notes, invoices, receipts, Manuals, Operational Guides, internal memos…etc.)
- Adhere to Miral IT, HR and security policies, procedures & workflows when dealing with any incident or change
- To be on-call and ready to support Miral end users during non-working hours, and ensure availability to conduct/support planned changes & projects which include service downtime and attend major service outages remotely or on-site
- Backfill other Miral Digital Support Specialists in case of Annual & Sick Leaves. This may include other workplaces
- Offer solutions that meet the needs of Miral users
- Act as an embassador of the digital and technology department
- AV support in meeting rooms and executive offices