Skip to Content

Our Job Offers

Filters

Service Desk Senior Supervisor

1 open position
Grade: 11
Reporting To: IT Manager

Responsibilities:

Strategic Leadership & Team Management 

  • Lead and oversee the Service Desk Supervisor(s), Senior Specialists, and Specialists. 

  • Define team structure, objectives, KPIs, and service standards. 

  • Mentor and develop team leaders and specialists, supporting career growth and succession planning. 

  • Ensure alignment of Service Desk operations with IT strategy, enterprise standards, and business objectives. 

SLA, Incident, & Problem Management 

  • Own overall SLA compliance, operational KPIs, and service quality metrics. 

  • Oversee major incident management and escalations, coordinating with L2/L3 teams and IT leadership. 

  • Identify recurring issues and trends; drive root cause analysis and preventive measures. 

  • Ensure continuous improvement of incident and request handling processes, including ITIL practices. 

Governance & Operational Excellence 

  • Develop, maintain, and enforce SOPs, knowledge management, and service desk policies. 

  • Ensure accurate reporting, dashboards, and operational documentation for management review. 

  • Drive process optimization initiatives, automation, and digital tools adoption. 

  • Oversee minor delegated L2/L3 tasks within Service Desk scope to improve operational efficiency. 

Stakeholder & Cross-Functional Engagement 

  • Act as senior point of contact for business and IT stakeholders regarding Service Desk operations. 

  • Collaborate with IT teams (network, systems, security, cloud) to ensure seamless end-user support. 

  • Provide executive-level reporting on operational performance, risks, and improvement initiatives. 

Remote

Watch IT - Team Leader

1 open position

Grade: 8

Location: Crystal Plaza 

Department: Operations

Reporting to:  Account Manager

Interpersonal Skills:  Result Orientation - Building Network - Customer Centricity - Coaching & Mentoring 

Technical Skills:  QA Focus - Operational Awareness - Coaching and Mentoring

Language Needed: English B1

Job Responsibilities

  • Supervises/manages activities and performance of the Account Advisors 
  • Handles Account Advisors needed for on-job training and coaching 
  • Monitors transactions to ensure that QA standards are met 
  • Ensures the Advisor’s KPI’s are met (daily/weekly/monthly) 
  • Manages difficult calls by acting as first line of escalation 
  • Coordinates, as needed with all supporting function to eliminate any problems affecting the operations 
  • Adheres to all schedules (Advisors / operations / Monitoring) 
  • Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) 
  • Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution 
  • Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets 
  • Logs and acts on client’s requests  Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes
  • Ensures that end-user privacy policies are properly implemented 
  • Ensures that Team members adhere to RCC policies 
  • Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan. 
  • Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients. 
  • Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies. 
  • Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.


--Raya CX WL--

IT Network Specialist

1 open position

GRADE:

BAND: Senior Professionals & Professionals 

DEPARTMENT: Information Technology 

SUB-FUNCTION: Network 

LINE OF BUSINESS: Raya Customer Experience

REPORTING TO: Manager 


KEY RESPONSIBILITIES:

 Responsible for the implementation, maintenance, administration and integration of the corporate WAN, LAN and server architecture.

 Responsible for implementation and administration of network security hardware and software. 

 Enforcing the network security policy and complying with requirements of external security audits and recommendations. 

 Responsible about national and international providers for solving network connection issues. 

 Provide PRTG network performance report on weekly basis for all networking and security components. 

 Familiar with ACS, ISE, Prime, PRTG, Stealth Watch, ASA, Firepower and Fortigate. 

 Configure and maintaining Cisco Access controllers with Cisco Air Wireless devices plus Meraki Wireless solution. 

 Develop and instigated procedures for secure remote access, business continuity and disaster recovery. 

 Ensured the continuous availability of critical system functions at all times with 99 percent uptime SLA. 

 Identified and patched hundreds of security vulnerabilities in production servers and network hardware. 

 Minimized production power requirements and server/network loads on critical infrastructure.


KNOWLEDGE, SKILLS & PROFESSIONAL EXPERIENCE 

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.

PROFESSIONAL EXPERIENCE:  

  1. 3-5 years of work experience. 
  2. CCNP R&S, CCNP Security is a must.
  3. ITIL Foundation is a must.

LANGUAGE SKILLS: 

Arabic: Proficient

English: Proficient

--Raya CX WL--

Bank Of Palestine - Team Leader

1 open position

grade: 8

Location: MTZ

Shifts: Rotational: 24/7

Need Existing Team Leader

Department: Operations

Reporting to:  Service Delivery Supervisor

Interpersonal Skills:  Result Orientation - Building Network - Customer Centricity - Coaching & Mentoring 

Technical Skills:  QA Focus - Operational Awareness - Coaching and Mentoring

Language Needed: English  B2

Job Responsibilities

  • Supervises/manages activities and performance of the Account Advisors 
  • Handles Account Advisors needed for on-job training and coaching 
  • Monitors transactions to ensure that QA standards are met 
  • Ensures the Advisor’s KPIs are met (daily/weekly/monthly) 
  • Manages difficult calls by acting as the first line of escalation 
  • Coordinates, as needed with all supporting functions to eliminate any problems affecting the operations 
  • Adheres to all schedules (Advisors/operations / Monitoring) 
  • Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) 
  • Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution 
  • Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase the Advisor's efficiency with required SLAs and occupancy targets 
  • Logs and acts on client’s requests 
  • Communicate to Work Force any changes to schedules or Work Force levels on needed schedule changes
  • Ensures that end-user privacy policies are properly implemented 
  • Ensures that Team members adhere to RCC policies 
  • Adhere to the monitoring plan which is shared by the quality team and perform all suggested actions on time in accordance to the plan. 
  • Conduct process improvement opportunities on all assigned teams to maximize RCC efficiencies and quality in service delivery and provide value-added to clients. 
  • Intensively oversee separated AP on the outliers and bottom quartile and commit to showing progress regarding the failed area and take the correct action according to the company policies. 
  • Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.


--Raya CX WL--

Solution Architect Lead

1 open position

Grade: 11

Responsibilities:

Architectural Leadership & Strategy 

  • Define and own the solution architecture standards, frameworks, and best practices for contact center and CX solutions. This is in addition to new IT wide solutions that need to follow architecture practices and methodologies. 

  • Ensure architectural consistency, quality, and compliance across all proposed solutions. 

  • Drive long-term architectural roadmap alignment with business strategy and market trends. 

  • Act as the final technical authority for complex or strategic solution designs. 

Presales Leadership & BIDs/RFPs 

  • Lead the technical presales function for strategic opportunities, including large-scale BIDs, RFPs, and RFIs. 

  • Oversee solution design, technical proposals, architecture diagrams, and compliance matrices. 

  • Ensure all proposed solutions balance customer requirements, technical feasibility, delivery readiness, and commercial viability. 

  • Support pricing strategies by aligning architectural scope, assumptions, and dependencies with commercial models. 

Customer & Stakeholder Engagement 

  • Serve as the senior technical point of contact for key customers, executive stakeholders, and partners. 

  • Lead technical workshops, architecture deep dives, and solution validation sessions with customers. 

  • Build long-term trusted advisor relationships by providing consultative, business-aligned technical guidance. 

Team Leadership & Capability Development 

  • Lead, mentor, and develop the Solutions Architecture team, including Solutions Architects and junior architects. 

  • Define roles, responsibilities, and development plans for architecture resources. 

  • Conduct technical reviews, design validations, and knowledge-sharing sessions. 

  • Foster a culture of architectural excellence, collaboration, and continuous learning. 

Governance, Quality & Risk Management 

  • Ensure solutions are designed with scalability, security, reliability, performance, and cost-effectiveness in mind. 

  • Identify technical risks, dependencies, and constraints early in the solutioning process and define mitigation strategies. 

  • Ensure compliance with internal IT policies, security standards, and industry best practices. 

Knowledge Management & Market Awareness 

  • Oversee the creation and maintenance of presales technical collateral, reference architectures, whitepapers, and best-practice guides. 

  • Stay current with industry trends, emerging technologies, and competitor offerings in the contact center and CX space. 

Remote
About us

We are a team of passionate people whose goal is to improve everyone's life through disruptive products. We build great products to solve your business problems.