As the Senior Manager, Service Management, you are responsible for the successful on-going, day-to-day running of MEEZA’s Service Management Team. You will also be responsible for the service management of some key/focal/major named clients as directed by the Director, Service Operations.

Main responsibilities will include the overall management of the Service Management Team and its functions ensuring its members carry out their roles and responsibilities in line with their job descriptions. You are responsible for the outputs of the Service Management Team as follows:

• Client Services function – management of client-facing resources to represent MEEZA to its contracted clients as directed by the Director, Service Operations.
  
• Service Control function – management of the people / processes and the use of the appropriate tooling to create, deploy, operate and improve named ITIL-aligned processes within ITS as directed by the Director, Service Operations.
  
• Operational Transition function – providing operational readiness to new or change services within MEEZA IT Services
  

Key Responsibilities:

• Assisting MEEZA to deliver fit for purpose, quality on-time services to its customers in line with contractual commitments and portfolio guidelines.
  
• Assisting with the strategic development of new or existing services as directed
  
• The creation of management reporting intended for Director and Executive consumption
  
• Managing major escalations for clients named under the care of the Service Management Team or beyond (as directed)
• With regard to your key/focal/major named clients you must carry out the purposes as stated in the job description of: ‘Client Services Manager
  
• Manage and operate the Service Management Team ensuring team members produce the outputs listed in their job description and yearly objectives
  
• Managing major escalations involving critical customer situations
  
• Producing reports intended for Executive consumptions as directed
  
• Management of internal relationships e.g., technical resolver groups, Sales Account Management, Commercial Finance
  
• Supporting the external Supplier Management process for partners/vendors/suppliers engaged in any area of your responsibility
  
• Work with PMO to manage the delivery and implementation of complex technology solutions to clients and subsequent transition to in-life support
  

Knowledge, Skills & Experience:

• University degree computer/technology and/or business administration related field OR substantial career experience with demonstrable success
  
• Ideally 12+ years in technology services organisation, preferably external Managed Service Provider (serving complex IT outsource contracts in a multi-tenanted environment)
• Ideally 7+ years as a service delivery/client manager in a Data Centre, IT Services, BPO organisation or Managed Service Provider
• ITIL practitioner certification required (Manager certification preferred)
• Project Management certification (Prince2 preferred)
• Demonstrated success in the delivery of complex IT solutions for enterprise clients in a multi-tenant organisation
• Strong understanding of enterprise technologies including Data Centres, WAN/LAN networks, server technologies, applications and enterprise management systems
• Experience of the client management lifecycle at director level and above is a distinct advantage
• Comprehension of technology and process frameworks including LEAN/Six-Sigma, CMMI, TIA-942, Zachman and The Uptime Institute

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Key Responsibilities:

• Writing and proof-reading Manuals, Policies, Procedures, Process Maps and required documents. This person should be able to understand the business as a whole and how the departments integrate. It is the responsibility of the Technical Write to take data or information and translate these to the end user in a simplified structure manner using a life cycle called the BPI Document Development Life Cycle.
  
• Review published materials and recommend revisions or changes in scope, format, content, and methods of reproduction and binding
  
• Study process maps to assist integration, assist in lay-out material for publication
  
• Demonstrated ability to document business processes and write detailed functional requirements.
• Edit, standardize or make changes to material prepared by other writers or establishment personnel; ability to peer review technical documents for grammar, content and style of writing
  
• Maintain records and files of work and revisions, including document receipt procedures, document status indication procedures, as well as managing, archiving and retrieving digital files
  
• Provide support in process analysis, process documentation in compliance with ISO Standards
  
• Assist with conducting online tutorials: prepares on line tutorials for helping the staff who has some problem with understanding how to write Policies & Procedures
  
• Manage archival activities for controlled documents and records along with validation files
  
• Advise on version control and document naming conventions
  
• Reduce obscure files and file names
  
• Reduce document loss and reduce time searching for documentation (Time Waste Management)
  
• Ensure Documentation Security and Access Control for Document and Record Control
  
• Reconcile document changes
  

Knowledge, Skills & Experience:

• University degree, College Diploma or suitable relevant experience
  
• High command of written and spoken English
• Outstanding reading, writing and verbal communication skills
• Highly skilled in computer skills and all MS office applications, with high speed typing abilities
• Extremely organized and highly disciplined
  
• Must possess excellent organizational skills with the ability to prioritize tasks and anticipate needs
• Must demonstrate capability to multi-task and work within strict deadlines
• Capability to handle sensitive and complex issues with discretion and good judgment
• Ability to create, assimilate, and convey technical material in a concise and effective manner
• Understand MEEZA’s business including integration of functional departments
• Ability to assess the audience and the nature of the documentation required

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As the Work Place Services Manager you are tasked with execution WPS product to its clients. You are to ensure that the WPS teams have the capability to provide effective support for all new and current WPS agreements. You will manage the entire WPS operational cycle providing stakeholders with a single point of contact. You are tasked with managing multiple clients involving internal MEEZA resources, suppliers and strategic partners to meet time and budget based expectations. You must possess strong technical skills especially in Microsoft products; strong communications skills, and the drive to deal with multiple client demands on a daily basis.

Knowledge, Skills & Experience:

• University degree computer/technology and/or business administration related field OR substantial career experience with demonstrable success
• 10+ years in IT and/or technology services organization, preferably external service provider
• 3+ years as operational manager or team leader delivery IT Services client side
• ITIL certification required (Foundation) with practical knowledge of Incident and Change Management
• Knowledge and experience of resource management
• Financial and commercial awareness to demonstrate an understanding of and ability to influence cost drivers
• Demonstrated success in the delivery of complex IT solutions
• Strong understanding of desk top technologies and server technologies
• Information Acquisition - Identifying gaps in the available information required to understand a problem or situation and devising means of remedying gaps
• Planning and Organisation - Determining a course of action by breaking it down into smaller steps and by planning and resourcing each of these, making allowance for potential problems
• Initiative Being proactive, taking action and anticipating opportunities
• Persistence - Meeting targets and fulfilling agreements even when adverse circumstances prevail
• Good verbal communication skills
• Excellent written and presentation skills
• Proven ability to influence cross-functional teams without formal authority
  

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The primary responsibility of the NOC Support Engineer is to:

• Pro-actively monitor and resolve events that are detected by the system monitoring tool sets.
• Be responsible for, resolving or escalating Incidents that have been logged and assigned by the service desk
• Contribute/Create and peer review Change Requests, Contribute/Create and peer review procedures or work instructions related to processes, solution builds, device configurations or deployments
• Follow a set of daily procedures to ensure and maintain systems stability and security on behalf of MEEZA and its clients

Knowledge, Skills & Experience:

• Post-secondary education in IT or related field
• Current Industry certifications backed up with 5 years practical hands on experience
• Up to date Microsoft Practical hands on experience
• Strong network analysis skills ideally in a Cisco environment
• Experience in server maintenance (Patching, hardening etc)
• SQL knowledge would be an advantage
• Strong trouble shooting and problem analysis skills
• ITIL v3 foundation desirable
• Operational experience in maintaining complex IT environments

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As an Account Manager, you will serve as the primary business contact for the client and are responsible for client satisfaction. The Account Manager is expected to consistently provide excellent customer service to accounts, as well as represent client needs and goals within the organization to ensure quality. In addition, the Account Manager will should build relationships with clients to encourage new and repeat business opportunities.

The Account Manager is responsible for identifying appropriate potential customers, developing client relationships and closing business for MEEZA targeted to C-Level executives in government and private sector organizations. It is essential that the Account Manager understand the current search marketing market as well as related emerging technologies.

Knowledge, Skills & Experience:

• An undergraduate degree in business, marketing or a technical subject is required. A MBA from a reputable school, an advanced degree in a technical subject or equivalent experience would be a significant advantage to the candidate, but is not required. The ideal candidate will have a combination of meeting targets that exceed multi-millions in contract value and specific vertical expertise in information technology services
• Proven Account Management skills required in order to create, maintain and enhance customer relationships
• Minimum 3 years of Account/project management experience
• Extremely detail oriented
• Technical competence (understand software, hardware, networks, etc)
• Motivated, goal oriented, persistent and a skilled negotiator
• High level of initiative and work well in a team environment
• Excellent report-writing, analytical and project management skills with acute attention to detail
• Handles stressful situations and deadline pressures well
• Plans and carries out responsibilities with minimal direction
• Proven effective closing techniques
• Undergraduate degree

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Systems Test & Service Readiness Analyst is responsible for the end-to-end planning, execution and delivery of test and service readiness activities. The job encompasses all work from Test Strategy delivery and sign-off, through Test Planning, development and execution of test cases, and all related reporting of service readiness and test activities. Systems Test & Service Readiness Analyst will ensure systems test methodologies, processes policies, and procedures are developed and implemented.

Knowledge, Skills & Experience:

• University degree in computer science, information systems or software engineering.
• 5-8 years QA testing experience in web based, large-scale mission critical and Managed Services Provider environment is required.
• Strong capabilities in QA and testing methodologies-Software Delivery Lifecycle (SDLC): strategy, requirements, analysis, design, development, testing, deployment and defect lifecycles.
• Experiences creating scripts to perform load testing for large web applications.
• Ability to troubleshoot issues in the load and performance test environments.
• UML, Programming languages, Web application-Portal development and middle ware technologies knowledge beneficial (.Net ,XML, etc)
• Knowledge of enterprise architecture frameworks (TOGAF, Zachmann etc) is a plus.
• Knowledge of automated, manual black box and white box testing.
• Technical knowledge of databases (strong knowledge of SQL and common RDBMS)
• Strong knowledge of testing strategy development, test planning, defect reporting and test case design.
• Strong project management and analytical/problem solving cells.
• Experienced in creating software test deliverables (e.g. test strategy, test plans etc.)
• Experienced in different QA/Software testing approaches (e.g. requirements based testing, risk based testing etc)
• Advanced knowledge/experience in using industry leading testing tools and suites for automated testing.
• Accreditation: Certified Software Tester (CSTE), Certified Manager of Software Testing (CMST) or equivalent.
• Knowledge of agile development methodsn
• Strong documentation, training and presentation skills.

— Apply for this position

• Provide a professional IT support service via telephone and email to MEEZA’a clients within Doha and the region.
• Pro-actively monitor, manage support queues and support mailboxes.
• Strong capabilities in Software Delivery Lifecycle (SDLC): strategy, requirements, analysis, design, development, testing, deployment.
• To ensure a high percentage of requests or Incidents are resolved at first point of contact.
• Participate in the creation and review of documents, work instructions, knowledge articles other related material.
• Follow The MEEZA Service Management Framework ensuring that the client SLAs are achieved

Knowledge, Skills & Experience:

Mandatory:

• Post-secondary education in IT or related field
• 1 years experience within IT Support (Windows Desktop and Server environments)
• Solid trouble shooting and problem analysis skills
• Good knowledge and experience in understanding, administering and maintaining complex IT environments
• Excellent verbal and written skills in English

Advantageous:

• Excellent verbal and written skills in Arabic
• Current Microsoft or Cisco certifications backed with practical hands-on experience (MCITP, MCTS, CCNA and CCNP)
• Experience with BES and Blackberry support
• Configuration and support of Exchange, Active Directory and SharePoint
  
• ITIL v3 foundation
• Experience with HP Service Desk or Service Manager support tools

— Apply for this position

The primary responsibility of the Platform Services Engineer is:

• To handle daily projects and tasks
• To take the responsibility on delivering complex implementations and following the MEEZA’s standard architecture
  
• To ensure service availability and performance targets are achieved
  
• To act as a point of escalation for the Level-2 engineers (Event handling and incident resolution)
  
• Support Platform pre-release and release-delivery activities (when requested)
  
• Create, document, and implement procedures related to solution builds, device configurations and deployments (with the solution Architect team)
  
• Develop, test, and release solutions and deliverables
  
• Self-startup and team player
  
• Self-motivated to take ownership of projects without much supervision
  
• Steady and fast implementer
  
• Ability to time-slice between multiple customer requirements
  

Knowledge, Skills & Experience:

Must have infrastructure experience:

Key Responsibilities:

• Managing multiple complex client related infrastructure projects
  
• Chartering projects, determining scope definition, developing plans, verifying with business owners, and managing change control.
  
• Managing teams, both third party and internal
  
• Provide direction and coaching where relevant to cross functional team members
  
• Provide reporting on project metrics
  
• Facilitating and implementing proper conflict resolution techniques to ensure timely resolution of critical, time-sensitive issues.
  
• Make formal presentations of major parts of a proposal/bid to clients