Careers

The primary responsibilities of the Service Design Architect – Information Security

Functional Responsibilities:

• Design and develop complex service design security solutions, ensuring they align with client
requirements, business objectives, and industry best practices.
• Collaborate with cross-functional teams to define and implement service design methodologies, frameworks, and standards.
• Conduct in-depth analysis of client needs, business processes, and technical requirements to design innovative and efficient service solutions.
• Conduct user research, interviews, surveys, and analyze data for the identification of opportunities that are capable of improving the services provided.
• Contribute to maintaining quality standards for the services provided by MEEZA by following metrics and KPIs for measuring service performance, participating in audits and reviews, and implementing corrective actions to improve service quality.
• Provide technical expertise and guidance with service design teams, ensuring the successful execution and delivery of service design projects.
• Stay abreast of emerging technologies and industry trends, incorporating them into service design strategies to drive innovation and enhance service offerings.
• Support the implementation of tools that allow for the effective monitoring/trending of IT infrastructure, software and IT components performance and resource utilization.
• Establish and maintain comprehensive capacity management planning process at the enterprise, system, and IT component level.
• Collaborate closely with peers in Security Operations and Compliance to ensure that security reviews regarding information security technologies provide feasible
requirements and are consistent with contracts and regulations.

Knowledge, Skills & Experience

Academic & Professional Qualifications:
• Bachelor’s degree in Computer Science, Information Systems, Engineering, or Equivalent.
Experience:
• 5-6 years of experience in technology services or a similar field.

Skills and Requirements:
• Expertise in service design principles, methodologies, and tools to lead the design and development of complex information security solutions.
• Familiar with technologies like DLP, PAM, IAM, MDM, DNS security, FIM, deception solutions, NGFW, XDR, SIEM tools, SOAR tools, Email security, proxy, and WAF technologies.
• Strong leadership and collaboration skills to effectively work with cross-functional teams, stakeholders, and clients, ensuring the successful execution of service design projects.
• Proficient in conducting thorough analysis, translating client requirements into innovative and efficient service design architectures that align with business objectives and deliver exceptional user experiences.
• Understanding of enterprise technologies including data centers (Tier-III), WAN/MAN/LAN networks, enterprise storage, server technologies, enterprise applications (e.g., ERP, BI, CRM, CMS etc.), security and enterprise management systems.
• Understanding and application of Architecture Framework for service design, definitions, and documentation.
• Strong knowledge of systems coding, security analysis, data Modeling and database
management.

• Strong experience with designing modern information security solutions and services; preferably in MSSP and cloud environments.

The primary responsibilities of the SACM Consultant:

Functional Responsibilities:
• Accountable to the organization for stewardship of CIs that are under the scope of the SACM
process.
• Defining and agreeing the service assets that will be treated as configuration items.
• Ensuring that configuration data is available when and where it is needed to support other service
management processes.
• Support yearly quality audits if necessary.
• Organize and chair all required meetings for the process.
• Manage, mentor and coach those people involved in the Configuration Management process.
• Report on KPI’s as appropriate and agreed.
• Identifying CIs in accordance with procedures laid out and ensuring accurate registration on the
CMDB.
• Creating, updating, and managing CIs within the CMDB.
• Ensuring CMDB procedures are followed as per process definitions.
• Producing CIs reports as and when necessary, and providing timely and accurate CI information
• Ensuring CIs attributes, relationships and statuses are accurately populated on the CMDB and
kept up to date at all times.
• Perform review and audits to check and ensure the CI attributes, relationships, and statuses.
• Working to the overall objectives agreed and implementing the Configuration Management policy
and standards.
• To manage the process according to the principles laid down in Configuration Management
process documentation and other documents that are part of the ITIL common framework.
• Planning and executing the population, management, and maintenance of the CMDB; also
manages and maintains any central libraries, tools, common codes, and data.
• Initiating activities to improve the effectiveness and efficiency of the implementation process
based upon the monthly measurements and reporting.
• Ensuring compliance with the process implementation in line with modifications to the Process
documentation
• Agree with the customers on the scope and layout project plans accordingly.
• Create customized process and procedures for Clients.
• Act as an escalation point when there is a deviation in the project timelines and tasks.
• Hands on experience and knowledge of IT Service Management tools like HP SM, Microfocus
tools like SMAX, uCMDB, Ivanti, Lansweeper, Power BI, Business Objects, etc.

Knowledge, Skills & Experience

Academic & Professional Qualifications:
• Bachelor’s degree in Computer Science, Information Systems, Engineering, or Equivalent.
• Hold one or more ITIL practitioner/intermediate certificates in Configuration, Change or Release
Management. (RCV or Service Transition)
Experience:
• Relevant experience in technology services organisation, preferably external service provider
• 6+ years’ experience in either consultancy, implementation, management or a combination of them all

Skills and Requirements:

• Good understanding of Project Planning
• Strong Microsoft Office experience (Word, Excel, Visio, and PowerPoint)
• Proven ability to influence cross-functional teams without formal authority
• To have practical experience of continuous improvement methods and techniques
• To have a good understanding of statistical and analytical principles and processes
• To possess good interpersonal skills for written, oral and face to face communications
• To possess skills in influencing and negotiation methods and techniques
• To have the ability to understand how IT supports business.
• Strong understanding of enterprise technologies including Data Centres, Microsoft, and Cisco environments
• Information Acquisition – Identifying gaps in the available information required to understand a problem or situation and devising means of remedying gaps.
• Initiative Being proactive, taking action and anticipating opportunities.
• Persistence – Meeting targets and fulfilling agreements even when adverse circumstances prevail.
• Familiar with Operations Management – Methods, techniques, and tools for planning, organising, resourcing, directing, co-ordinating and monitoring on-going (non-project) activities.
• Excellent written and presentation skills
• Persistence – Meeting targets and fulfilling agreements even when adverse circumstances prevail.
• Hands on experience in Ticketing tools like HPSM, Microfocus tools like SMAX and uCMDB

The primary responsibilities of the Compensation and Benefits Specialist

Functional Responsibilities:
• Follow all relevant policies, processes, and standard operating procedures so that work is
conducted in a controlled and consistent manner.
• Facilitate knowledge transfer efforts related to different job activities to junior staff and ensure
knowledge and expertise is passed on to qualified candidates.
• Develop and administer compensation and benefits programs, policies, and procedures to attract
and retain talent, ensuring competitiveness and compliance with legal requirements.
• Conduct benchmarking and market analysis to evaluate the organization’s compensation and
benefits programs, making recommendations for adjustments and enhancements to remain
competitive in the market.
• Expert in budgeting and forecasting with strong financial literacy.
• Manage the annual compensation review process, including salary surveys, job evaluations, and
salary structure adjustments, ensuring fair and equitable compensation practices.
• Analyze, review & finalize monthly payroll for accuracy and provide guidance on better practices.
• Collaborate with hiring managers to determine appropriate compensation packages for new hires,
promotions, and transfers, considering factors such as market rates, internal equity, and individual
performance.
• Administer employee benefits programs, such as health insurance, and other employee rewards,
ensuring effective communication, enrollment, and compliance with regulatory requirements.
• Serve as a subject matter expert and provide guidance to managers on compensation and benefits related matters, including job offers, salary negotiations, and total rewards packages.
• Monitor and analyze compensation and benefits trends, legislation, and industry best practices,
recommending and implementing improvements or changes to programs to enhance employee
satisfaction and retention.
• Prepare and present compensation and benefits reports and presentations to Human Capital
leadership and management, providing insights and recommendations based on data analysis and
market trends.

Knowledge, Skills & Experience

Academic & Professional Qualifications:
• Bachelor’s degree in Human Resources, Business, or equivalent. Certifications are preferred.
Experience:
• 9+ years of experience in human resources or a similar field.

Skills and Requirements:
• Mandatory requirement Bilingual (Arabic and English professional).
• Expert in Microsoft Excel functions, budgeting, Forecasting and strong math proficiency.
• Expertise in compensation and benefits programs and practices.
• Strong analytical and data-driven decision-making skills.
• Ability to design and administer competitive and compliant compensation and benefits plans.
• Expert in advanced excel reporting with financial literacy.
• In-depth Knowledge of Payroll Procedures and advancement.

The primary responsibilities of the Service Desk Analyst

Functional Responsibilities:
• Ensure full availability of Service Desk telephone, email, and other channels of support during their
shift.
• Provide telephone and email support for clients and users.
• Proactively monitor support mailboxes and log in to the system.
• Be responsible for resolving or escalating customer reported Incidents and Service Requests and
log them in to the service desk tool.
• Create, document, and review work instructions to help deal with similar incidents and requests.
• Take full ownership of all open Incidents and Service Requests and update them daily at a
minimum.
• Support Workplace Services in providing remote support to resolve users’ issues. Educate endusers
on technology best practices, self-help resources, and preventive measures to enhance their
knowledge and reduce recurring incidents.
• Maintain accurate and up-to-date documentation, including knowledge base articles and
troubleshooting guides, to facilitate efficient issue resolution and knowledge sharing among the
service desk team.
• Ensure that Service Desk operations directly contribute to strategic business objectives by
minimizing downtime, enhancing user productivity, and supporting the continuous operation of
critical IT services.
• Align all activities with IT and service management goals, ensuring that every service desk
interaction contributes to MEEZA’s overall business success and customer satisfaction.

Knowledge, Skills & Experience

Academic & Professional Qualifications:
• Bachelor’s degree in computer science, Information Systems, Engineering, or equivalent.
Experience:
• 3-4 years of experience in delivering remote IT support via telephone and remote support tools
within an IT Service Provider environment.

Skills and Requirements:
• Strong problem-solving abilities to diagnose and resolve customer issues.
• Excellent written and verbal communication skills, with a keen focus on effective customer
service.
• Customer oriented mindset, meticulous attention to detail, along with empathy and patience, to
consistently deliver high-quality support to clients.
• Hands-on experience with Microsoft Operating Systems and the Office suite.
• Mandatory expertise in Microsoft Active Directory, Exchange, Azure, and O365 administration.
• Knowledge of IT Service Management principles, ITIL V4 Foundation certification.
• Knowledge of fundamental IT security principles.
• Experience with ITSM tools, preferably HP/Microfocus Service Manager, is an asset.
• Proficiency in Microsoft Active Directory, Exchange, and O365.
• Preferred: Industry certifications such as MCITP, MCTS, Microsoft 365, Microsoft Azure
Fundamentals, CCNA, and CCNP, supported by practical hands-on experience.
• Preferred: Familiarity with various network systems, including CISCO IPT, VPN services, and
basic first-level network troubleshooting skills.
• Preferred: Experience or knowledge of SCCM, Intune, BitLocker, and endpoint security is highly
recommended.