GRADE: 9
BAND: Senior Professionals & Professionals
DEPARTMENT: Information Technology
SUB-FUNCTION: System
LINE OF BUSINESS: Raya Customer Experience
REPORTING TO: Supervisor
KEY RESPONSIBILITIES:
Manage the system performance and ensure all system operations run in consistency and meet the main
company’s vision and positively respond to the requirements delivered by the IT higher management.
Manage/Control the Access Matrix including support the new projects implementations or the usual
operations behavior applying the configuration, the privileges distribution and access or restrictions required
by the client or RCC on systems or internet; execute the system changes required.
Support RCC organization needs on system when required and work on finding the system solutions in order to
succeed their goals and enable implementation of new applications or any other essentials.
Initiate/Manage user accounts across multiple systems including the email accounts for all employees except
the operations agent and troubleshot/resolve as second-line profile issue.
Provide second-line contact and problem resolutions for all users with system problems, and first-line contact
for all users defined as VIP.
Resolve as many user-reported problems as expertise permits within the agreed SLA and using available tools,
while following procedures and policies for the handling of support cases.
Accountable for monitoring the system performance concerning safety and sustainability; ensure all function
are optimally performing and meeting the expectations; provide preventive and corrective actions of
maintenance necessary to keep on track; handle emergencies and upgrades necessary for better
performance; keep aligned of state-of-the-art technologies and contribute in function plans and
recommendations.
Attend Crisis management meetings determinant by the IT management and concerned to figure out the
smoothest and the most efficient scenario to manage the sudden emergency situation or plan for massive
changes on the running system.
Run periodical healthy checkup for all RCC servers; assess and flag the hardware and software needs
required for consistency of performance; apply the reconfiguration on the servers after taking the approval
from the direct manager.
Adhere to the team plans regarding applying global actions and massive upgrade operations, including
adherence to the plan steps or the time chosen for applying the action out of the high traffic frame.
Manage the backup and restore based on the business requirements and respond to the employee requests
of restoring missing data in coordination with the policies and procedures and ensure the backup images
remain healthy.
Ensure the replication safety within the allowed scope; track effectively and statistically the technical
environment and the system performance within whole RCC sites; follow up and deal with the system
notifications or flags.
Apply on demand the data required about any user behavior and the history of the usage.
Maintains written documentation on each action and ensure saving the documents on a shared folder,
enabling subsequent new joiners to the project or the team to easily recognize the history of all actions taken
on the system and its applications.
Train and support new joiners and contribute in tracking and reporting the performance till covering the
learning curve and proactively learn and train other staff members on new technologies.
Manage people and handle as escalation point the team complaints and supervise the performance and
achievement; evaluate performance with key metrics and conduct one-to-one meetings with all relevant
subordinates to communicate feedback from monthly performance assessment; carry out general meeting
as well to review operational results and discuss improvement steps and plan to eliminate the attrition
potentials and consider VOE.
Ensures that role KPI’s are meeting or exceeding the main objectives SLA required.
Motivate the team and contentiously work on the motivational programs and exercises.
Install, configure, and troubleshoot MS Active Directory, Group policies, DNS, DHCP, Print service, and IIS
Manage Microsoft Office 365,
Install and manage Endpoint, Veeam Backup and ESXI
INTERPERSONAL SKILLS:
Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning -
Customer Centricity
TECHNICAL SKILLS:
Communication Skills – Critical thinking Skills – Analytical Skills – Coding Skills.
LANGUAGE SKILLS:
Arabic: Proficient
English: Proficient
