Careers

Our mission is to be the preferred IT Services and Solutions provider in the Middle East and North Africa.

For our employees, this means working in a team committed to service excellence and continual innovation in a fast-paced and dynamic work environment.

We’re looking for passionate, self-motivated, and creative team players who want to work hard and be rewarded. If this sounds like you, we’d like to hear from you.

What can MEEZA offer you?
  • MEEZA is committed to providing thought leadership that will enable our employees to be involved in bringing global firsts to the market.
  • MEEZA is one of the fastest growing technology companies in the Middle East which means an exciting and rewarding work environment for our employees.
  • MEEZA is playing a key role in the transformation of Qatar into a knowledge-based society which means our employees can make a real impact.
  • MEEZA is committed to developing our team; we provide opportunities to develop your skills, further your career and achieve your goals.
  • MEEZA is not just about hard work; the company remains true to its entrepreneurial roots and has a young and passionate team that is just as devoted to having fun as they are to delivering service excellence.
  • MEEZA offers market-leading benefits packages.
Important Steps to follow:
  • Kindly submit your applications only against those positions where your skills and expertise match our requirements.
  • Applications that are submitted without a Job Title (Position) in the subject cannot be processed.
Vacancies

The SOC Manager is responsible for providing highly skilled, specialist services to lead, operate and manage the MEEZA Security Operations Centre and team. Additional tasks will include management of operational risks, enhance productivity and availability, confidentiality and integrity of the core telecommunication, related IT networks, systems and information. The SOC Manager will be focused on reducing the vulnerabilities of all the corporate networks from attacks and to respond to such attacks in a professional and efficient manner.

Main responsibilities of the SOC Manager:

  • To lead the team in operating and managing the MEEZA Security Operations Centre
  • To integrate information security programme requirements into the organisation’s life cycle activities
  • To monitor the networks to ensure all attacks are identified
  • To respond to any attack on any network in a professional and competent manner
  • To manage and achieve defined SLAs and KPIs of the SOC services
  • To manage the planning, provisioning and configuration of new and existing security platforms
  • To develop and help implement processes for detecting, identifying and analysing security related events in coordination with the security planning & risk management departments
  • To lead teams in identifying and implementing security software tools and management
  • To lead the team to monitor specific systems and networks to ensure they are free from external and internal attack risks and enable tools to reduce the risk of attacks
  • To ensure that all relevant systems data is regularly backed up as per the regulations and available in case of a disaster via regular operational audits
  • Must be approachable and uphold values and characteristics of a MEEZA Manager at all times
  • Maintain a good relationship with customers and internal functions while resolving their issues quickly and professionally
  • Responsible for generation of observations and recommendations for operational optimization
  • To develop and help implement processes for detecting, identifying and analysing security related events in coordination with client’s security policy and risk management
  • To reduce the vulnerabilities of all the corporate networks from attacks and to respond to such attacks in a professional and efficient manner

Knowledge, Skills & Experience:

  • University degree in any Computer Science or any IT-related field
  • Minimum 7 years+ experience in security as it relates to the telecommunication environment and network elements, desirable experience of start-up networks.
  • Experience of Security Operation Center working, platforms, systems and applications as they relate to the various telecommunications and IT network infrastructures.
  • Experience in using and managing major SIEM solutions such as Splunk, ArcSight, LogRhythm, McAfee
  • Knowledge and experience on Security Architecture and various Security solutions
  • An excellent communicator at all levels.
  • A sound knowledge of IT security best practice, common attack types and detection / prevention methods.
  • Strong written and verbal communication skills
  • Attention to detail and great organisational skills
  • An active interest in Cyber Security, incident detection, network and systems security.
  • Experience or qualifications in network and systems monitoring
  • Exposure to IT service management best practices such as ITIL
  • An understanding of Information Security; relating to the Confidentiality, Integrity and availability of information
  • Team leadership experience encompassing analytical thinking and roadmap for developing others within your team.

Desirable Skills

  • Software engineering, programming or scripting knowledge. Java, .Net.
  • Certified Ethical Hacker / Licensed Penetration Tester / Forensics Investigation
  • CISSP / CISM
  • SANS-related qualifications e.g. GCIH & GSEC
  • OT-related experience/certification
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The primary responsibility of the Network Architect is to develop, define and maintain the technology standards for their specific discipline.  The Network Architect will use advanced knowledge and technical expertise, coupled with dedication to customer service, to deliver service excellence to MEEZA clients. The Network Architect is the highest level of technical and operational escalation and shall therefore have excellent technical and troubleshooting skills as well as thorough knowledge of all MEEZA’s products, services, and Service Management processes.

Main responsibilities of the Network Architect:

  • Review/validate/approve daily Network as a services/projects and tasks
  • Deliver complex network designs and following the MEEZA’s network and security standard architecture
  • Support Network pre-release and release-delivery activities (when requested)
  • Create documentation including HLD/BOD/LLD/NIP/NRFU/PID and Network as a services/products description; also design the implement procedures related to solution builds, device configurations and deployments (with the solution Architecture/Designing team)
  • Develop, test, and release network solutions and deliverables
  • Influence and execute the Network as a product strategy and roadmap for MEEZA’s and customer’s core services
  • Drive Network as a product engineering process across operational teams (primarily Technical Operations, Strategic Suppliers, Solution Architecture, Service Portfolio Management, Finance) through conceptualisation, service development through to service end of life (EOL)
  • Ensure the product/services are fully integrated into MEEZA’s management tools
  • Accountable for the security and stability of the products and services they develop and maintain
  • Provide complete cost model for products and services to the Service Portfolio Manager
  • Analyse potential partner/supplier relationships and technology for existing and developing services
  • Maintain a complete, documented technical standard and baseline for their respective discipline
  • Provide technical expertise and knowledge to the Service Portfolio and Sales team driving revenue opportunities
  • Develop and engineer non-standard service provider level solutions where required ensuring there is a route to standardization and further monetization of that effort
  • Provide operational and Network as a technical support as the highest level of expertise within MEEZA
  • Provide monthly capacity, availability and reliability reporting for all technical and operational facets of products and services related to discipline

Knowledge, Skills & Experience:

  • Network designs, review and validate Cisco implementations and configurations
  • Network security systems designs, review and validate implementations and configurations
  • Had experience from a service provider class networks and operations
  • Well knowledge/experience on MPLS network applications (L2VPN/L3VPN/TE)
  • Well knowledge/experience on advanced routing and switching (L2/L3)
  • Well knowledge on Datacentre interconnecting (VPLS, OTV/TRILL, etc…)
  • Well knowledge on Cisco Nexus technologies and OS latest features
  • Well knowledge/experience on the service provider routing protocols (OSPF, ISIS, BGP, MPBGP)
  • Well knowledge on IPv6, 6PE, 6VPE
  • Well knowledge/experience on Cisco Firewalls (ASA, FWSM) and Cisco IPSEC and IPS Modules/Appliances
  • Well knowledge/experience on the service provider IOS (as, IOS-XR / IOS S, SR & SX)
  • Well knowledge/experience on the service provider routers and switches (as, Cisco7600 / Cisco6500 / CRS-1 / ASR9K)
  • Knowledge/experience on the network and server load balancers (Application optimization and acceleration)
  • Knowledge/experience on any Network Management System (as, CA, IP-Monitor, MRTG/PRTG, HP OV/NNM) and readying reports
  • Creating Visio designs/diagramming skills
  • Documenting on a wiki and in Visio all network topology changes
  • Cisco Optical or Unified Communications Experience is a plus
  • In-depth trouble shooting and problem analysis skills

Education:

  • University Degree in IT or related field
  • CCIE RS or SP or SEC with 5 years practical hands on experience is highly preferable
  • At least holding two CCxP certification specializations from Cisco Systems
  • Experience network security (Cisco is mandatory, Juniper, or Checkpoint)
  • Hands on experience managing and implementing virtual networks
  • ITIL v3 foundation
  • Ability to design and validate client solutions
  • Operational experience in managing/maintaining complex network environments within a managed service environment
  • Willingness and ability to teach and train others
Apply for this position

The Solution Architect is responsible for identifying and analysing business needs and translates needs into business requirements and value-added solutions.

The Solution Architect develops a comprehensive vision and scope for the solution, develop the business case, choose appropriate methods for achieving solution value, perform requirements elicitation, identify the solution risk approach, and facilitate stakeholder agreement and solution sign-off.

Main responsibilities will include the overall management MEEZA’s World-Class Solutions delivered from MEEZA’s rich portfolio that range from data centre services to innovative consulting services.

The Solution Architect shall:

  • Collaborate with MEEZA’s internal departments, Strategic and business partners to find solutions and alternatives to client business challenges
  • Validate and prioritize application attributes and align attributes to the area and global enterprise standards
  • Be a Subject Matter Expert while partnering and verifying business solutions with internal departments, Strategic and business partners, and key business stakeholders
  • Be a strong advocate for MEEZA’s solutions standards, application architecture in all level of engagements within and outside MEEZA
  • Balance customer requirements with infrastructure and application architecture constraints
  • Demonstrate a sound understanding of how the overall business solution is positioned, deployed and supported during its end-to-end lifecycle
  • Pitch solutions and business benefits to clients, influence service design team priorities and resolve client design issues
  • Collaborate with sales and pre-sales to identify, understand and document solution related business requirements
  • Adapt MEEZA’s existing process management best practices to assigned tasks and provide insight, innovation and improvement to establish new best practices
  • Develop and manage direct relationships with key stakeholders and subject matter experts ensuring business solutions are aligned with their goals and priorities
  • Communicate and drive discussions with MEEZA’s internal departments, Strategic and business partners regarding the solution and implementation options.
  • Gather new requirements for solutions and technical proposal requests
  • Build and maintain confidence of colleagues and clients
  • Independently conduct small to medium engagements with clients
  • Maintain current knowledge of the entire MEEZA portfolio
  • Conduct pre-packaged MEEZA solutions in a timely and effective manner
  • Assist in the development of standard reusable MEEZA “productized” managed service offerings including definition of tasks, deliverables and standard estimates
  • Help document best practices in developing and deploying MEEZA solutions, and feed them into our knowledge base for reuse by clients and partners
  • Work with Sales/Pre-Sales and clients to define client hosting requirements and then devise hosting solutions, based on the MEEZA portfolio, that meet those requirements and fit within MEEZA’s technical capabilities
  • Attend client meetings with Sales/Pre-Sales or business partners (phone and off- or on-site meetings) as required
  • Answer client and partner questions about MEEZA services and technical facilities in a succinct and coherent way
  • Write technical proposals to meet client requirements, which should include hardware, software specifications, networking components, service planning and definition, and diagrams
  • Hand off projects to the MEEZA technical team, with sufficient technical detail about the client’s agreed service
  • Support Bid Management and Sales/Pre-Sales with all technical advice and assistance they may need to win new business opportunities
  • Support Sales/Pre-Sales in client meetings and help to assess the clients’ specific requirements, investigating the underlying causes to identify short and long-term solutions
  • Create and deliver technical presentations internally and externally and internal/partner training (e.g. on new products) carrying self with confidence in front of a group
  • Work with Portfolio Management to feedback on issues with current products and provide input on multiple areas around new products (i.e. Sales/client facing documentation, training)
  • Escalate issues to the relevant technical experts when appropriate
  • May act as a source of expertise to others in own area
  • Builds productive relationships internally and externally, fostering teamwork by keeping colleagues updated on activities and discouraging ‘we versus they’ thinking
  • Personal skills: To work with clients and partners and represent MEEZA externally which requires a personable, professional and polished approach
  • Communication skills: Must listen to clients and accurately identify their requirements, which should be reflected in proposals that he writes and should have a good grasp of correct grammar. Should also be well spoken and possess good presentation skills

Knowledge, Skills & Experience:

  • University degree in business administration or computer/technology related field
  • A minimum of 7 to 10 years’ experience in a technical support or engineering-related role working with a wide variety of Enterprise Applications, databases and Middleware technologies
  • MCSE/ MCITP: Enterprise Administrator with 6 years combined practical hands on experience
  • In-depth knowledge administering Exchange Server 2007 and 2010 in a highly available environment including developing and implementing backup/recovery, security, virus protection, spam protection, and Active Directory
  • MCITP: Enterprise Messaging Administrator on Exchange 2007 and/or 2010
  • Knowledge and experience with Microsoft Lync 2010
  • Experience with Microsoft ISA 2006 / TMG 2010
  • Basic Knowledge of IIS
  • Basic Knowledge and experience in Networking and Firewalls
  • Basic Knowledge of SharePoint 2007 and/or 2010 Architecture
  • Understanding of computer server architectures including peripheral interfaces (SCSI, RAID, Ethernet)
  • Knowledge of HP Hardware, Blade Systems, Storage, OpenView and Virtual Connect
  • Ability to design HLD and LLD to deploy client solutions
  • ITIL foundation or Equivalent knowledge in service management
  • Operational experience in managing/maintaining complex environments within a managed service environment
  • Work on own initiative and under pressure with a strong ability to prioritize
  • Proven ability to influence cross-functional teams without formal authority
  • Demonstrated success in the conceptualisation, development and launching of IT services
  • Strong understanding of enterprise technologies including data centres, WAN/ LAN networks, server technologies, applications and enterprise management systems
  • Comprehension of technology and process frameworks. ITIL v3 foundation or Equivalent knowledge in service management
  • Excellent negotiation skills
  • Excellent written and verbal communication skills
  • Excellent presentation skills to large audiences
  • Proven ability to influence cross-functional teams without formal authority
  • Completed complex analysis of business requirements making recommendations up to executive level
Apply for this position

The Client Service Manager is responsible for the successful on-going, day-to-day service management of named clients, ensuring relationship excellence and compliance to the agreed solution specifications, customer contract and service level agreement.

Main responsibilities will be:

  • Actively participating in new solution design for existing clients
  • Reviewing service reports
  • Conducting service reviews
  • Managing the service budget for each client set in their cost model (working with the Commercial Finance Team)
  • Identifying and developing growth opportunities within each of your client accounts (and beyond where possible)
  • Participating in major incidents and being the clients main communications contact
  • Acting as a stakeholder in the transition phase of new services intended for your care
  • Participating in internal service improvement initiatives
  • Identifying, implementing and managing client service improvement initiatives (and also service recovery projects where applicable)
  • Managing of internal relationships
  • Supporting the external supplier management process for the good of your clients and MEEZA
  • Acting as an escalation point on your named accounts

The Client Service Manager must possess a unique blend of business/commercial savvy and technical awareness; strong communication and influencing skills, personal drive, tenacity, patience and motivation.  He/She must be able to spend time in high-stress environments with demanding customers and work with them to deliver value and business aligned IT services. This role may carry the responsibility of training and mentoring other members of the Client Services Team.  The successful candidate should be capable of training, assessing and guiding someone to show successful traits in Client Management.

Knowledge, Skills & Experience:

  • University degree computer/technology and/or business administration related field AND substantial career experience with demonstrable success
  • Ideally 10+ years in technology services organisation, preferably external Managed Service Provider (serving complex IT outsource contracts in a multi-tenanted environment)
  • Ideally 5+ years as a service delivery/client manager in a Data Centre, IT Services, BPO organisation or Managed Service Provider
  • ITIL practitioner certification required (ITIL Expert preferred)
  • Project Management certification (Prince2 preferred)
  • Must have a full driving licence and be capable of attending client-site meetings independently
  • 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
  • Excellent negotiation and influencing skills and proven track record in strategic partner arrangements
  • Excellent written and verbal communication skills
  • Ability and drive to turnover documentation as quickly as possible e.g., meeting minutes, Executive reports etc
  • Proven ability to influence cross-functional teams without formal authority
  • Arabic speaking would be great help
Apply for this position

The primary responsibility of the Security Architect is to develop and present security solutions to MEEZA internal teams and clients. The Security Architect is expected to develop and use his/her advanced security knowledge and technical expertise to provide service excellence to MEEZA clients.

The Security Architect must have excellent technical knowledge of security products and standards such as Qatar 2022 Cybersecurity framework and best practices, to be able to propose the best fit products and solutions meeting the clients’ business and technical requirements.

The Security Architect is expected to:

  • Develop/compile network and security proposals and if required develop the design package (HLD, LLD…etc) for the assigned projects
  • Explore and acquire the knowledge of new technologies and products delivering complex security designs and following the MEEZA’s network and security standard architecture
  • Perform Presales activities supporting Sales team
  • Design network and security solutions to meet clients’ requirements
  • Create & design security for a system or service, and develop high level architecture and security approaches to new technologies
  • Recommend security controls and identify solutions that support a business objective
  • Provide specialist advice and recommend approaches across teams and various stakeholders
  • Advise on important security-related technologies and assess the risk associated with proposed solutions
  • Design security solutions ensuring compliance to security frameworks and client requirements
  • Act as technical presales providing required support to Sales team driving security opportunities
  • Build complete precise documentation for security solutions
  • Inspire and Influence the build of Security Product strategy and roadmap for MEEZA and Clients
  • Provide consultancy and security advisory services to MEEZA clients
  • Conduct technical evaluation of new security systems or services
  • Build Cost factors for products and services during bidding process
  • Communicate effectively with clients on business, technical and operational levels

Knowledge, Skills & Experience:

  • Bachelor’s degree in Computer Science or IT equivalent degree
  • 5+ years’ hands on experience in Information Security is mandatory
  • Certified Information Systems Security Professional (CISSP) is a plus
  • Certification in network or security (Cisco, Palo Alto, F5, A10 …etc.) is a plus
  • Must have a detailed and analytical approach with hands-on experience and strong organizational skills
  • Excellent interpersonal skills as well as written/oral communications skills are essential
  • Strong knowledge of SOC and major used tools like SIEM, SOAR, …, etc.
  • Solid understanding of modern security standards, services, products and technologies (certifications are always preferable)
  • In-depth knowledge of one or more security Vendor products (i.e. Palo Alto, Cisco and Fortinet, …etc.) is essential
  • Good Knowledge of at least one SIEM technology (preferably SPLUNK) is required
  • Good Knowledge of Security products such as Microsoft Azure security products (i.e. sentinel…etc.), Symantec, Tenable, Forescout, RSA …etc. is a plus
  • Good knowledge/experience in security solutions in general (i.e. WAF, MFA, NAC, APT….etc.)
  • General knowledge of routing and switching (L2/L3), routing protocols (OSPF, ISIS, BGP, MPBGP) and MPLS technologies is a plus
  • Good knowledge/experience on Firewalls (FTDs, PaloAlto, …etc.) and IPSEC VPNs is mandatory
  • Good understanding/experience on Data security and privacy (DLP, Data classifications …etc) is mandatory
  • Knowledge/experience on the network and server load balancers (Application optimization and acceleration) is a plus
Apply for this position

The Service Design Analyst shall:

  • Protect and secure enterprise information technology assets by establishing and enforcing system controls
  • Determine business requirements and define appropriate security controls throughout systems, applications and network infra-structure
  • Plan, desig, architect and propose security solutions to meet business requirements, following international security standards and best practices
  • Review system and application
  • Vulnerability scans and penetration tests results, recommends security remediation and prevention actions to assure security compliances against security standards
  • Handle application security, best coding practices, and vulnerability management
  • Assist management with key strategies, security gap analysis and mitigation planning
  • Ensure service availability and performance targets are achieved with produced designs
  • Support Service Transition pre-release and release-delivery activities
  • Create, document, and implement procedures related to solution builds, device configurations and deployments
  • Works with application development teams to drive strong security best practices and provide code level security scanning and mitigation plans
  • Evaluates and recommends security technologies for use throughout the enterprise.
  • Works with all architects to drive Enterprise Architecture (EA) processes and best practices.
  • Ensures that all security solutions, architecture design and analysis work is documented in a structured fashion.
  • Works closely with peers in Security Operations, Security Compliance, to ensure that security reviews regarding information security technologies provide feasible requirements and are consistent with contracts, and regulations
  • Designs in-house solutions for maintaining security posture.
  • Proactively remains abreast of related evaluating technology trends and requirements, such as emerging standards for new technology opportunities
  • Works with IT architects and management to stay abreast of planned and future business and technical directions as it relates to the company’s evolving needs
  • Works with project teams and unit level team members to ensure strong alignment with security policy, standards, and best practices
  • Protects system by defining access privileges, control structures, and resources.
  • Recognizes problems by identifying abnormalities; reporting violations.
  • Implements security improvements by assessing current situation;
  • Determines security violations and inefficiencies by conducting periodic audits.
  • Identifies user requirements by researching and analyzing user needs, preferences, objectives, and working methods, studying how users consume content, including data categorization and labeling; meeting with focus groups.
  • Identifying security gaps; evaluating and implementing enhancements.
  • Identify the weak points of the systems.
  • Recommend ways to improve a system’s security through both hardware and software.
  • Define countermeasures to protect the system from unauthorized user attempts.
  • Provide adequate capacity within the IT environment to meet Service Levels and other performance requirements, taking into account daily, weekly and seasonal variations in capacity demands.
  • Identify future business requirements that will affect capacity requirements.
  • Establish and maintain comprehensive capacity management planning process at the enterprise, system and IT component level
  • Implement tools that allow for the effective monitoring/trending of IT Infrastructure, Software and IT components performance and resource utilization
  • Continually monitor IT resource usage and promptly identify capacity issues.
  • Assess Incidents/Problems and make appropriate capacity IT changes to improve Services performance.
  • Perform tuning activities that enable optimized use of existing IT resources
  • Ensuring Service Levels in respect of availability are met for all current and new services
  • Responding to availability related Incidents and Problems
  • Ensuring that appropriate Configuration Items and services are monitored for availability through Event Management
  • Specifying appropriate levels of component reliability, maintainability and serviceability
  • Create and maintain availability Plan and report availability performance against service levels
  • Identifying and defining the internal and external Availability requirements
  • Performing a Business Impact Analysis and a Risk Analysis
  • Monitor the efficiency and effectiveness of the incident management process and making recommendations for improvement
  • Handle management information, including KPIs and reports
  • Maintaining the incident management system
  • Managing and maintaining the major incident process and associated procedures
  • Participate and ensure that all teams adhere to the incident management process for every incident

Capacity Management

Establish a Capacity Management process fully compliant with ITIL V3.

Capacity Management will provide the information required to plan effectively and in a timely manner the evolution of the managed infrastructure capacity to support Client’s stated business needs, and to ensure that Client does not reach unexpected capacity limits.

Proactively apply industry best practices and its own experience to define and provide data identifying trends in capacity usage in order to prevent an unexpected breach of known capacity limits.

In this respect, carry out the following capacity management actions:

  • Agree with CLIENT on a set of Key Performance Indicators (KPIs) to be monitored for Capacity Management purposes.
  • For the agreed Capacity Management KPI’s, monitoring data will be extracted from the tools; the data will be analysed to compare usage levels against thresholds.
  • Review the technical indicators on a monthly basis and will document them in a report. If warranted by the Capacity Assessment activity, the report will contain technical recommendations (capacity upgrades, changes, etc.) as well as their justifications
  • Monthly trend analysis and tactical recommendations are provided to CLIENT, including any upgrade or change that may be recommended because of a design guideline breach
  • After a service request issued by CLIENT, implement capacity changes to maintain the required performance service level

To ensure providing the required service levels, CLIENT is expected to predict future business requirements growth on an annual basis.

Availability Management

Establish an availability Service Level Management process based on but not necessarily fully compliant with ITIL V3. It will be submitted to CLIENT approval for the interfaces with CLIENT processes.

To ensure that services can and do meet their service availability targets, the below is expected:

  • Design the service considering each service component in terms of its serviceability, reliability, recoverability, maintainability, resilience and security and based on CLIENT specified requirements.
  • Establish measures and reporting of availability.
  • Monitor on a regular basis the service, as defined in the Design phase, through a set of systems and processes.
  • Investigate the underlying reasons for incidents affecting availability.
  • Address known risks and mitigating factors.

Address any notable degradation in the availability of CLIENT Services through the Service Improvement Plan (SIP) with actions as appropriate.

Availability is measured as a percentage and is tracked as a KPI and is the object of an SLA described in individual service description where applicable. Monthly reporting on SLAs and contractual compliance review will be part of Service Level Management.

Information Security Management

Establish an Information Security Management process based on but not necessarily fully compliant with ITIL V3. It will be submitted to CLIENT approval for the interfaces with CLIENT processes.

Requirement to be ISO27001 certified and compliant with ISO / IEC 27002.

Information Security Management will ensure that information security is effectively managed in all Service and Service Management activities, such that:

  • information is available and usable when required (availability)
  • information is observed by or disclosed to only those who have a right to know (confidentiality)
  • information is complete, accurate and protected against unauthorized modification (integrity)

ICT Security Policy developed for services in scope of this engagement, which includes policies controlling access, passwords, email, internet, anti-virus, use and misuse of ICT, assets and remote access.

Knowledge, Skills & Experience:

  • BS in Computer Science or related field. CISSP, GIAC, CIA, CISM, CRISC and other international security certifications are desirable.
  • Eight + years of progressive experience in information technology in terms of systems, applications, networks. Preferred last four years in system security architecture and design. Experience should include security network penetration testing, application vulnerability assessments, risk analysis and compliance testing.
  • Knowledge of information security standards in terms of data confidentiality, integrity and availability of information assets such as desktop, server, application, database, network security principles for risk identification and analysis.
  • Hand on and knowledge with Routers, L3 switches, Firewalls, Intrusion Prevention systems, Applications infrastructure System
  • Strong knowledge with systems coding, security analysis, Data Modeling and Data base management
  • Excellent communication (oral, written, presentation) interpersonal and consultative skills are desirable.
  • Expert level working knowledge of multiple security specific product solutions (such as network vulnerability scanners, application vulnerability scanners, password complexity testing tools, data encryption solutions, web site filtering tools, anti-virus prevention, firewalls, etc.)
  • Strong working knowledge of application development principles and related security best practices
  • Strong debugging skills in the areas of networking, application development, and web development
  • Proficiency in interacting with executive level clients
  • Proficiency in time management, communications, decision making, presentation and organizational skills
  • Proficiency in planning, reporting, establishing goals and objectives, standards, priorities and schedules
  • Proficiency in establishing and maintaining effective working relationships with employees and clients
  • ITIL Certified
  • Service Management processes Advanced Knwoledge
  • Capacity Management
  • Availability Management
  • Information Security Management
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As Project Manager, you are tasked with delivering the project on time, to budget, at the required quality, whilst mitigating risks and eliminating issues. This is achieved by managing the project goals and objectives while honouring the project constraints, to ensure a great client experience. You will be expected to optimize the allocation and integration of inputs necessary to meet pre-defined objectives on each assigned project.  The Project Manager is required to run several separate or integrated projects in parallel.

The Project Manager creates clean attainable project objectives, builds the project requirements, implements project initialisation, develops and maintains project plans, manages internal and external resources for delivery, manages risk and issue registers and owns client communications.

The Project Manager must possess the ability to act as a client representative and be able to determine and implement the exact needs of the client, based on knowledge of MEEZA, with the ability to adapt to the various internal procedures and to form close links to ensure that client satisfaction can be realized.  The ability to understand the key issues, particularly technical issues and commercial issues are strengths that as Project Manager you will be expected to possess.  You must possess a unique blend of business and management savvy; strong communication skills and the drive to take the client’s needs and implement them.

It is essential that as Project Manager, you are a self-starter with an eye for critical detail, process improvement innovations and cost-effective solutions.

The Project Manager is responsible for successful delivery of the project:

Leadership

  • Manage the development of team by ensuring, when possible, that project tasks are in line with each Innovator’s career interests.
  • Inspire co-workers to attain goals and pursue excellence.
  • Identify opportunities for improvement and makes constructive suggestions for change.
  • Manage the process of innovative change effectively.
  • Remain on the forefront of emerging industry practices.

Teamwork

  • Consistently acknowledge and appreciate each team member’s contributions.
  • Effectively utilize each team member to his/her fullest potential.
  • Motivate team to work together in the most efficient manner.
  • Keep track of lessons learned and shares those lessons with team members.
  • Mitigate team conflict and communication problems.
  • Plan and facilitate regular team activities outside of the office.

Client Management

  • Manage day-to-day client interaction.
  • Set and manage client expectations.
  • Develop lasting relationships with client personnel that foster client ties.
  • Communicate effectively with clients to identify needs and evaluate alternative business solutions.
  • Continually seek opportunities to increase customer satisfaction and deepen client relationships.

Knowledge, Skills & Experience:

  • University degree
  • 5+ years in Project Management
  • Prince 2, PMI, PMP or APMP Certified Preferred
  • Demonstrated success in the delivery of project within time, budget frame covering full scope
  • Have Managed a range of projects including complex client solutions including Security, Networking, Hosting and Cloud solutions.
  • Excellent written and verbal communication skills
  • Proven ability to influence cross-functional teams without formal authority
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The Senior Project Manager will be tasked with delivering multiple projects or programmes on time, to budget, at the required quality, whilst mitigating risks and eliminating issues. This is achieved by managing the project goals and objectives while honouring the project constraints, to ensure a great client experience. The Senior Project Manager will be expected to optimize the allocation and integration of inputs necessary to meet pre-defined objectives on each assigned project. The Senior Project Manager creates clean attainable project objectives, builds the project requirements, implements project initialisation, develops and maintains project plans, manages internal and external resources for delivery, manages risk and issue registers and owns client communications.

The Senior Project Manager must possess the ability to become trusted advisor to the client, in addition to being client representative in meetings. They will be able to determine and implement the exact needs of the client. The Senior Project Manager will have full knowledge of MEEZA and have the ability to adapt to the various internal and external procedures. They will form close links within MEEZA and with vendors to ensure that client satisfaction can be realized. The Senior Project Manager should have a wide range of technical and commercial experience allowing them to prevent issues developing and offer a range of solutions. They must possess a unique blend of business and management savvy; strong communication skills and the drive to take the client’s needs and implement them whilst creating opportunities to develop MEEZA’s business.

It is essential that the Senior Project Manager is a self-starter with an eye for critical detail, process improvement innovations and cost-effective solutions, in addition to providing leadership and mentoring within the PMO.

In addition, the Senior Project Manager shall:

  • Oversee, manage and deliver Projects and Programmes on time, to budget at the required quality
  • Manage multiple projects and programmes concurrently
  • Provide guidance and direction to the PMO team including Project Managers and Senior Project Managers
  • Create and execute project work plans and revise as appropriate to meet changing needs and requirements
  • Identify resources needed and assign individual responsibilities
  • Manage day-to-day operational aspects of a project and scope
  • Review deliverables prepared by team before passing to client
  • Effectively apply MEEZA’s methodology and enforce project standards
  • Prepare for engagement reviews and quality assurance procedures
  • Manage, mitigate and minimize MEEZA’s exposure and risk on project
  • Ensure project documents are complete, current, and stored appropriately
  • Ability to initiate Program Management as defined in framework of OPM3/PM1 or similar
  • Experience and ability to identify, oversee, enhance and develop Project Management, Program Management methodologies, processes, procedures
  • Create and provide communication to project teams and clients via Meetings Minutes, Status Reports and any other specially required communications
  • Strong experience in project management of infrastructure projects including network implementation, server implementation, enterprise application implementations
  • Ensure the following areas of a project are kept current, but not limited to: change, risk, issues, and deliverables, work plan (project plans), cost, schedule, resource, and document management
  • Project Management experience with multiple cross functional teams from different department and/or vendors
  • Project Management experience of ERP (focus being Oracle) this includes but not limited to the implementation of the following Oracle Core Financials, GL, AR, AP, HR, Payroll, Inventory, HRMS
  • Project Management experience in SDLC methodology particularly Microsoft SharePoint development/deployment
  • Assist with PMO process development and implementations
  • Assist with full project lifecycle activities to include procurement, business case development, tendering, stakeholder sign off, contract preparation etc…
  • Perform other related duties as required

Knowledge, Skills & Experience:

  • University degree
  • 7+ years in Project Management
  • Prince 2, PMI, PMP or APMP Certified Preferred
  • Demonstrated success in the delivery of project within time, budget frame covering full scope
  • Have Managed a range of projects including complex client solutions including Security, Networking, Hosting and Cloud solutions.
  • Excellent written and verbal communication skills
  • Proven ability to influence cross-functional teams without formal authority
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Main responsibilities of the Senior Solution Analyst:

  • Ensure the efficient operation of MEEZA ERP (Oracle EBS R12) System functions to support MEEZA requirements
  • Provide functional support for Finance & SCM modules ERP modules
  • Enhance existing system by implementing new features based on user’s needs.
  • Identify and develop growth opportunities within client account(s)
  • Functional Support for Finance and SCM modules
  • Work closely with end users and help troubleshooting issues and bugs
  • Support the day to day business activities
  • Document new requirements, participate in overall design, implementation and testing

Knowledge, Skills & Experience:

  • Bachelor degree in Accounting or Information Systems
  • Very solid Accounting knowledge
  • Over five (5) years of experience in implementing/supporting Oracle EBS
  • Completed 3 implementation cycles of Oracle EBS 12.2 at least
  • Have good cross module functional / technical knowledge in Finance and Supply chain management modules
  • Solid experience in advanced modules such as iSupplier
  • Ability to train users in Oracle EBS modules and help create training materials
  • Deep understanding of Oracle EBS configuration and architecture
  • Ability to define and support month end / year end procedures
  • Experience working with Oracle to resolve issues, report bugs and apply patches
  • Create FSG reports
  • Have a technical development background
  • Ability to write ad-hoc SQL queries, packages and perform basic technical troubleshooting is a plus
  • Experience in Oracle Fusion is a plus
  • Arabic speaking would be a great help
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Main responsibilities of the AR and Billing Analyst:

  • Ensure Revenue is correctly stated in the financial statements.
  • Reconciliation of billed revenue back to the sales order and contract.
  • To run the accounts receivable and billing function.
  • Ensure accurate and timely invoicing of revenue to customers.
  • Ensure Company accounts receivable cycle is followed from invoice to payment and all the way through to write off if required.
  • Calculation of bad debt provision.
  • Accurate and timely reporting of Total Contract Value for the month, YTD including the unwind.
  • Performance bond management.
  • Deposit booking.
  • Providing AR inputs into the cash flow forecasting process.
  • Revenue reconciliation from CRM to GL.
  • Accurate reconciliation of accounts receivable ledger and revenue accruals including Balance Sheet reconciliations.
  • Ensure accounts receivable balances do not age over 120 days outstanding.
  • Timely and accurate invoicing/billing and subsequent collection of due invoices.
  • Establish a good working relationship with our customer’s finance teams.
  • Ensure that a strong system of internal control within AR is maintained.
  • Establishes and maintains an effective filing system for all confidential documents, reports, business plans.
  • Providing staff within Finance and Sales with various requirements upon their request.

Knowledge, Skills & Experience:

  • University degree on the relevant subject.
  • Working towards a CMA or similar qualification.
  • 5+ years experience in handling AR of a fast-moving company.
  • Strong computer literacy including MS Office and Excel.
  • Excellent oral and written English with strong typing/shorthand abilities.
  • Great organizer and interpersonal skills.
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Main responsibilities of the Network Lead Engineer :

  • The Network Team Leader – MEEZA will use his/her advanced knowledge and technical expertise, coupled with his/her dedication to customer service, to deliver service excellence to Meeza.
  • The Network Team Leader – will also be responsible for the day to day network installation, administration, and management.
  • Network Team Leader – will technically lead the project network deliverables and be responsible to assign tasks to the proper resources and ensure accurate and smooth delivery.
  • Network Team Leader – will ensure network service availability and performance targets are achieved.
  • Network Team Leader – will lead network team to troubleshoot incidents and fulfil service requests within the SLAs.
  • Network Team Leader – will act as level 3 support for complicated and critical tickets and incidents.
  • Will work with solution architecture teams to provide information and consultation to produce optimal solutions and deliver them.
  • Will work with other delivery team to deliver end to end solutions and incident resolving.
  • As a result, members of the ITS group must have excellent troubleshooting skills as well as thorough knowledge of all MEEZA’s products, services, and Service Management processes
  • Maintain reference documentation for the network under the team management.

Additional Responsibilities:

  • Create experiences that will transform the way people collaborate.
  • Application of Quality Assurance best-practices and established software development process and methodology.
  • Provide insight on areas for improvement for system/application efficiencies and effectiveness.
  • Drive the re-use and repeatability of Systems QA methodologies, policies, processes and procedures technology and process.
  • Innovate through technical experience.
  • Asses risks and impacts on the ongoing projects.
  • Communicate effectively with clients on a business, technical and operation level
  • Ability to produce high quality technical documentation when needed.
  • Provide operational and technical support as the highest level of expertise within MEEZA for Networks
  • Accountable for the security and stability of the products and services deployed for Networks
  • Ensure the product/services are fully integrated into MEEZA’s management tools
  • Maintain a complete, documented technical standard and baseline for MEEZA’s Networks
  • Develop and engineer non-standard solutions where required ensuring there is a route to standardization and further monetization of that effort
  • To work within structured and defined service management practises (Incident, Change, Configuration, Release Management, etc.)
  • Provide quality assurance validation and verification of Change and Release Management processes
  • To provide a technical lead presence in the implementation of client solutions
  • Continually improve build, release and installation process by integrating additional automation systems

Knowledge, Skills & Experience:

  • Have minimum 7 years experience from a managed services provider class networks and operations.
  • Well knowledge/experience on MPLS networks (L2VPN/L3VPN/TE).
  • Well knowledge/experience on advanced routing and switching (L2/L3).
  • Well knowledge/experience on the service provider routing protocols (OSPF, ISIS, BGP).
  • Well knowledge/experience on Next Generation Firewalls, Next Generation IPS and APT solutions (example, Cisco, Palo Alto …).
  • Well knowledge/experience on Network Admission Control solution.
  • Well knowledge/experience on Cisco ISR and ASR Routers and Cisco Catalyst Switches.
  • Well experience in Cloud solutions including Azure.
  • Well knowledge/experience on Data Centre technologies and platforms.
  • Knowledge/experience on the network and server load balancers like F5 BIG-IP LTM and ASM.
  • Knowledge/experience on any Network Management System (as, MRTG/PRTG, HP OV) and readying reports.
  • Visio design/diagramming skills.
  • In-depth trouble shooting and problem analysis skills.

Education:

  • Post-secondary education in IT or related field
  • CCIE RS or SP or SEC with 7 years practical hands on experience
  • ITIL v3 foundation

 

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This position will perform administrative duties and be the co-ordinator for the Finance Department, reporting to the Chief Financial Officer. Responsibilities include:

  • Record, track and follow up on all Finance actions and Projects until closed.
  • Ensure key financial deadlines are met and reports are sent to business on time.
  • Maintain and monitor unfunded credit facility. Issue and cancel tender bonds, advance payment guarantees, bank guarantees etc.  Banking relations.
  • Maintenance of CFO calendar.
  • Screening calls, making travel and meeting arrangements.
  • Preparing letters, memos, minutes, ad hoc reports as required.
  • Arrange departmental meetings, training and supervise other support staff.
  • Supporting contract reporting and accounts payable department.
  • Ensure all finance processes and policies are documented and up to date.

Requires strong organisational skills, Microsoft excel/word/PowerPoint skills, flexibility, excellent interpersonal skills, project coordination experience, finance process/policy experience and the ability to work well with all levels of internal management and staff, as well as outside clients and vendors.

Additional Responsibilities:

  • Provide a complete private secretarial and administrative service for the CFO, routing callers and preparing and drafting internal correspondence under direction to ensure that all matters are dealt with efficiently and appropriately.
  • All Finance actions and deliverables are done by the relevant team member accurately and on time
  • Unfunded credit facility costs kept to a minimum
  • Provide a time management / calendar service on behalf of the CFO in order to ensure effective time usage and to avoid conflicting schedules.
  • Design, organize and implement appropriate filing and record management systems to ensure that records are always current and accessible with ease.
  • Schedule appointments (including conferences), coordinate travel, including complex itineraries / venues, accommodation and visa arrangements for the CFO and guests to optimize on time and convenience. Arrange transportation and gate pass permits for incoming guests.
  • Screen incoming mail and telephone calls, draft responses, redirect correspondence and callers to the appropriate Department, obtain additional information where necessary. Highlight desired actions for the manager to ensure that he is in possession of sufficient background information needed.
  • Liaise with senior-level contacts, both internally and externally including Management, officials of government authorities and companies in Qatar and overseas to facilitate the Department Managers’ business communication.
  • Observe and apply strict levels of confidentiality and discretion in all matters related to the performance of role.
  • Prepare internal / external correspondence. Type letters, memos, reports, minutes of meetings.
  • Act as first point of contact for both internal and external visitors wishing to contact the CFO to ensure that only those having genuine and acceptable reasons may do so. Guide delegates / visitors. Arrange safety briefing and security passes.
  • Schedule and coordinate departmental meetings. Plan and arrange venues. Coordinate with participants. Send reminders and follow-up messages. May participate in meetings to Record Minutes.
  • Submission of relevant contracts to General Tax Authority on time.
  • Payment of vendors on time.
  • University degree, College Diploma or suitable relevant experience.
  • Excellent command of written and spoken English (Arabic could be an advantage).
  • Computer literate on all MS office applications, with high-speed typing abilities.
  • Devise and maintain office to deal efficiently with paper flow.
  • At least 5 years previous experience in similar positions of which 4 should have been reporting directly to senior managers
  • Dedicated to high work standards / Attention to detail a must
  • Extremely motivated and be willing to work in a fast-paced, hard-working team
  • Requires flexibility, including hours available to work
  • Should possess a positive can-do attitude
  • Open to direction and commitment to getting the job done
  • Resourceful and ability to work independently and with minimal direction

Knowledge, Skills & Experience:

  • University degree and suitable relevant experience.
  • Excellent command of written and spoken English (Arabic could be an advantage).
  • Computer literate on all MS office applications, with high speed typing abilities.
  • Devise and maintain office to deal efficiently with paper flow.
  • At least 5 years previous experience in similar positions of which 4 should have been reporting directly to senior managers
  • Dedicated to high work standards / Attention to detail is a must
  • Extremely motivated and be willing to work in a fast-paced, hard-working team
  • Requires flexibility, including hours available to work
  • Should possess a positive can-do attitude
  • Open to direction and commitment to getting the job done
  • Resourceful and ability to work independently and with minimal direction
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The MEEZA Security Operations Centre (SOC) offers a leading edge protective monitoring service 24×7 to its customers. A key role within the Security Operations Centre (SOC) is keeping abreast of evolving Cyber threats and identifying new and sophisticated methods of detecting them across a customer’s IT estate

Senior SOC Analyst roles and responsibilities:

  • You will be responsible for analyzing network, application, and system log events in order to identify any potentially abnormal system behaviors and raise them as incidents for investigation. These will then be investigated to establish if these are expected events or a security threats whereby they will be escalated to appropriate customer or technical resources for remedial action
  • In addition, as an Engineer, you will have the important role of working with industry partners and external organizations to constantly tune the MEZZA security services by implementing advanced detection rules into the Security Information and Event Management (SIEM) and Vulnerability Management (VM) solutions as well as optimise these tools for use in the services delivery.
  • Making sound technical and business decisions in a sometimes resource restricted environment
  • Must be approachable and uphold values and characteristics of a MEEZA Employee at all times
  • Maintain a good relationship with customers and internal functions while resolving their issues quickly and professionally.
  • Responsible for generation of observations and recommendations for operational optimization
  • To assist in developing and implementing processes for detecting, identifying and analyzing security related events in coordination with client’s security policy and risk management
  • To identify vulnerabilities on corporate IT assets to mitigate the risk of exploitation of these vulnerabilities and to respond to such attacks in a professional and efficient manner

Problem Solving & Complexity

  • Demonstrable experience in analysing and interpreting system, security and application logs in order to understand and differentiate between security incidents and normal system behaviours to develop use cases and correlations rules for detecting potential security incidents
  • Demonstrate an understanding of forensically-sound investigation handling and technique
  • Demonstrate the ability to identify new security vulnerabilities, virus proliferation trend and provide risk assessment on the company’s exposure
  • Demonstrate expertise in Security audit such as performing penetration testing on information systems
  • Demonstrate the ability to identify indicators of compromise, Attack tools, tactics and procedures (TTPs) and provide action plans to detect and contain

Knowledge, Skills & Experience:

Minimum Requirements

  • University degree in any field related to Information Technology
  • Minimum 7 years’ experience focused in the IT Security field (e.g. Incident Response, Incident Investigation, Incident Remediation)
  • Minimum 5 years’ experience in managing and administering a SIEM tool (e.g. ArcSight, LogLogic, enVision, Q1 Labs, McAfee ESM, etc.) and in managing and administering a Vulnerability Management tool (e.g. Tripwire IP360, Qualys, Nessus, etc.)
  • Minimum 5 years’ experience in developing Use Cases and creating Correlation Rules
  • Minimum 5 years’ hands-on experience in creating custom detection signatures in a SIEM solution
  • Minimum 5 years’ experience in hands-on security incident investigations (e.g. System and network compromise/breach, exploitation of vulnerabilities, etc.)
  • Minimum 5 years’ experience on using various Security Testing tools (e.g. Kali, Core Impact)
  • Minimum 3 years’ experience on using various Computer Forensics tools (e.g. FTK, Redline, enCase, etc.)
  • Minimum 7 years’ experience in administering or managing Security Solutions such as Endpoint Security, Web and Email Filter, APT, etc.
  • A solid understanding of Information Security concepts; relating to the Confidentiality, Integrity and Availability of information
  • A solid grasp of Information Security Risk Management concepts (e.g. Risk Assessments and Controls identification & implementation)
  • A solid background on Threat Intelligence research and analysis
  • A solid understanding of, and experience in, STIX and TAXII
  • A solid background on various IT systems such as Windows, Linux, Network and Security devices especially pertaining to logs generated in relation to security monitoring
  • A sound knowledge of IT security best practices, common attack types and detection / prevention methods
  • Has been involved in process and procedure development which could include creating Incident Response Plans
  • A strong background in SIEM and VM technology architecture and deployment
  • Strong written and verbal communication skills
  • An excellent communicator at all levels
  • Attention to detail and excellent organisational skills
  • An active interest in Cyber Security, incident detection, network and systems security

Desirable Skills

  • Prior documented formal computer forensic training.
  • Familiarity with IT infrastructure components (formal certifications preferred) – Linux and Windows Servers, Network and Security Devices, Security Solutions.
  • Demonstrable expertise and knowledge of current file system operations and Operating Systems artefacts.
  • Strong background in Network and host forensics methods, techniques and tools.
  • Previously managed projects and have a strong understanding of project management methodology.

Certifications

  • CISSP
  • Certified Ethical Hacker / Licensed Penetration Tester / Hacking and Forensics Investigator
  • SANS Related certifications e.g. GCIH, GCIA, GCFA, GWAPT
  • Offensive Security
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The Reporting Analyst is responsible for reviewing and analysing data from components, systems and sub-systems in order to obtain a true end-to-end service achievement. You will also identify trends and establish if they are positive or negative. This information is then used to present the data.

Reporting Analyst is also responsible for conducting full lifecycle activities to include identification of requirements, defining analysis and reporting capabilities, and continuously monitoring performance and quality control plans to identify improvements.

  • Consolidation of data from multiple sources
  • Production of trends and feedback on the trends such as whether the trends are positive or negative, what their impact is likely to be, and if they are predictable for the future
  • Production of reports on service or system performance based on the negotiated OLAs and SLAs and improvement initiatives
  • Interpretation of data, analysis of results using statistical techniques and provision of ongoing reports
  • Identification of requirements for data collection systems and other strategies that optimize statistical efficiency and data quality
  • Identification, analysis, and interpretation of trends or patterns in complex data sets
  • Filteration and “cleaning” of data, and review of computer reports, printouts, and performance indicators to locate and correct problems
  • Working closely with management to prioritize business and information needs
  • Locate and define new process improvement opportunities

Knowledge, Skills & Experience:

  • Proven working experience as a data analyst, ideally 5+ years of experience
  • Ideally 5+ years of experience in a Managed Service Provider organisation
  • Technical expertise regarding data models, database design development, data mining and segmentation techniques
  • Strong knowledge of and experience with business intelligence and reporting tools (Qlik, Business Objects, etc.), databases (SQL, etc.), programming (JavaScript or VBA)
  • Knowledge of statistics and experience using statistical packages for analysing large datasets (Excel, SPSS, SAS, etc.)
  • Strong analytical skills with the ability to collect, organise, analyse, and disseminate significant amounts of information with attention to detail and accuracy
  • Adept at queries, report writing and presenting findings
  • BS in Mathematics, Economics, Computer Science, Information Management or Statistics
  • ITIL Foundation or ISO/IEC 20000 Foundation will be a plus
  • Articulateness – both written (e.g. for reports) and verbal
  • Metrics – The collection, analysis and application of historical and synthetic measurements in the estimation of process activities.
  • 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
  • Proven ability to influence cross-functional teams without formal authority
  • Good technical understanding and an ability to translate technical requirements and specifications into easily understood reporting requirements

 

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The Service Asset and Configuration Administrator shall:

The Service Asset and Configuration Administrator is primarily responsible for the overall direction of the Service Asset and Configuration Management process. he will provide guidance to the Operations and other MEEZA Business Groups as it relates to the design, implementation, and ongoing upkeep and governance of the CMDB and related process.

  • Main responsibilities
  • Manage the Service Asset & Configuration Management (SACM) policies and processes.
  • Define, control and optimise service assets and configuration items, and maintain accurate configuration information on the historical, planned, and current state of these items and their relationships with one another.
  • Select and identify the configuration structures for all the infrastructure’s CIs, including their ‘owner’, their interrelationships, and configuration documentation.
  • Ensure that only authorized and identifiable CIs are accepted and recorded, from receipt to disposal. It ensures that no CI is added, modified, replaced or removed without appropriate controlling documentation, e.g. an approved Change request, and an updated specification.
  • Identify and maintain a definitive software library (DSL) and track installed software and software license usage, relating each software item to the appropriate CI on the Configuration Management system.
  • Ensure that Configuration Management interfaces directly with systems development, testing, Change Management and Release Management to incorporate new and updated product deliverables. Control should be passed from the project or supplier to the service provider at the scheduled time with accurate configuration records.
  • Create and maintain identification schemas for configuration management libraries, assets, and configuration items.
  • Ensure regular auditing and housekeeping of the SACM databases. You will also audit to verify the physical existence of CIs and check that they are correctly recorded in the CMDB.
  • Liaise in the management of the licensing of software for the Internal and Enterprise Systems, assisting in all internal and external licensing compliance audits. Accountable for data output from the CMDB as leveraged by other ITIL processes.  You will provide monthly Service reports, reports all current and historical data concerned with each CI throughout its life cycle, and conduct continuous process improvements to provide a stable production environment enabling the best customer experience possible.
  • Select and identify the configuration structures for all the infrastructure’s CIs, including their ‘owner’, their interrelationships and configuration documentation.
  • Allocate asset identifiers and label each item, and relate each item to the appropriate CI on the Configuration Management system.
  • Evaluates existing asset and configuration management systems and the design, implementation, and management of new/ improved systems for efficiency and effectiveness
  • Evaluates asset and configuration management tools and recommend those that best meet MEEZA’s budget, resource, timescale, and technical requirements; directly or indirectly customises proprietary tools to produce effective asset and configuration management environments in terms of databases and software libraries, workflows, and report generation
  • Reporting of all current and historical data concerned with each CI throughout its life cycle.
  • Implement the Service Asset & Configuration Management (SACM) policies and processes.
  • Plans population of the CMS; manages CMS, central libraries, tools, common codes, and data; ensures regular housekeeping of the CMS
  • Ad hoc assignments within the Internal and External Systems Business unit, as required.

Problem Solving & Complexity

  • Agrees assets to be uniquely identified with naming conventions; ensures that staff comply with identification standards for object types, environments, processes, lifecycles, documentation, versions, formats, baselines, releases and templates
  • Proposes/agrees interfaces with Change Management, Problem Management, Release Management, other operation groups , finance and administration functions
  • Agrees scope of the configuration management processes, function, the items that are to be controlled, and the information that is to be recorded
  • Monitors the performance and capacity of existing CMDB and recommends improvement opportunities and undertakes standard housekeeping and fine-tuning under change control
  • Provides operating collaboration to the technical administration and support team for the CMS, central libraries, tools’ common codes, and data.
  • Ensures the integrity and operational performance of the CM systems ensures the integrity and operational performance of the CM systems

Knowledge, Skills & Experience:

  • University degree in computer science, information systems or software engineering
  • Experience implementing a successful CM practice for an IT Infrastructure and Managed Servicer Provider environment
  • The ideal candidate will have hands-on experience in establishing or operating Service Asset & Configuration Management processes, ideally using the HP Service Manager and uCMDB toolsets
  • 5+ years of relevant experience in configuration management
  • ITIL experience and certification are required
  • Excellent problem solving / analytical skills
  • Previous experience doing configuration work with ITIL
  • Must understand the flow of data through multiple channels
  • Experience with developing and implementing Configuration Management processes and tools based on the ITIL framework is required.
  • Experience conducting requirements analysis activities to identify criteria for Infrastructure Configuration Items (CI), relationships between CIs are required. (also experience related to naming styles and conventions)
  • Experience obtaining support through a well-designed communication and awareness program.
  • Experience with Change, Release, Problem, Incident, and SLA Management processes and tools is required.
  • Experience in developing system architecture diagrams and requirements documents is a plus.
  • Experience in developing the CMDB schema logical data models is required.
  • Experience with ITIL Configuration Management principles including CM Planning, CM Control, CM Status Accounting, CM Auditing is required.
  • Good understanding of physical and logical relationships of the configuration item.
  • Auditing process from discovery tools to the real-time environment.
  • Proven experience in interacting with Infrastructure operation components such as data centre operations, Network Management, Database Management, and Storage Management is required.
  • Strong verbal and written communication skills are critical. The candidate must be able to effectively interact with all levels.
  • Should be able to adapt to a changing environment.
  • Manage and implement continuous improvement processes. Monitor for effect.
  • Establish and maintain appropriate quality control systems for the validation of data input and output.
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The primary responsibility of the Service Desk Analyst is to

  • Ensure full availability of Service Desk telephone and email support during 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 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 on a daily basis as a minimum.
  • Support Work Place Services in providing desk-side support to resolve users’ issues.
  • As a result, members of the Service Desk team must have excellent verbal and written communication skills and troubleshooting skills as well as a thorough knowledge of all MEEZA’s products, services, tools, and Service Management processes
  • Availability of the Service Desk telephone and email support.
  • A high percentage of first contact resolution of clients’ and users’ Incidents and Service Requests.
  • Achieve a set level of first-level resolution of clients’ and users’ Incidents and Service Requests.
  • Ability to create work instructions to share acquired knowledge with peers.
  • To work within structured and defined service management practices (Incident, Change, Configuration, Release Management, etc)
  • To work and be measured against strict Service Level Agreements
  • Provide clients and users with clear, concise updates in relation to their Incidents and requests.
  • Ability to work in all possible shifts (24*7 on shift basis).

Operating Environment, Framework & Boundaries

  • Work within technical strategies driven by business objectives and Enterprise architecture based on industry-recognized standards
  • Must have the ability to work effectively in a multi-national, multi-cultural environment
  • All outputs must adhere to the MEEZA SMF and agreed ISO standards

Communications and Working Relationships

  • Support in the resolution of client-related incidents
  • Support continuous communication with all MEEZA clients on the status of their Service Requests
  • Maintain technical compliance with all business directions and standards
  • Undertaking to train entry-level employees

Knowledge, Skills & Experience:

  • Post-secondary education in IT or related field
  • Current Microsoft or Cisco certifications backed with practical hands-on experience (MCITP, MCTS, Microsoft 365, Microsoft Azure Fundamentals, CCNA and CCNP)
  • Hands-on experience of the different network systems such as CISCO IPT, VPN service, and first-level basic network troubleshooting skills.
  • ITIL v3 / v4 Foundation (Training will be provided).
  • At least 2 years of experience supporting end users via phone and emails.
  • In-depth knowledge and experience about the different end-user environments such as – but not limited to – Microsoft Office Suite, print management and administration, file sharing and collaboration, and basic hardware knowledge.
  • Hands-on experience with Microsoft Operating systems (Windows 10, Windows server).
  • Experience required with Microsoft Active Directory, Exchange, Azure and O365 administration.
  • Appropriate knowledge about IT security fundamentals.
  • Hands-on experience with endpoint security systems.
  • Basic knowledge of desktop/server virtualization.
  • Experience with HP Service Manager is a plus.
  • Experience with Microsoft Active Directory, Exchange and O365.
  • Experience or knowledge about SCCM, Intune, and Bitlocker is highly recommended.
  • Operational experience in maintaining complex IT environments.
  • Excellent English and Arabic written and verbal communication skills.
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The primary responsibility of the Senior Workplace Services Engineer

  • Provide onsite IT support for clients and users.
  • Be responsible for resolving or escalating customer reported Incidents and Service Requests assigned to the Workplace Services team.
  • 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 on a daily basis as a minimum.
  • Ensure that all Workplace Services processes are followed
  • Backlog management to reduce the duration of Incidents or Service Requests remain open
  • Provide guidance to Workplace Services Engineers regarding the escalation process
  • Inform management of any P1 tickets or problematic tickets and escalate accordingly
  • Train new joiners
  • Suggest to management ways to improve the service delivered by the Workplace Services
  • Raise possible KBAs and guides to management for approval and assignment
  • Ensure that all issues related to the Workplace Services Team are escalated immediately to management

As a result, members of the Workplace Services team must have excellent verbal and written communication skills and troubleshooting skills as well as a thorough knowledge of all MEEZA’s products, services, tools, and Service Management processes.

  • Ability to create work instructions to share acquired knowledge with peers.
  • To work within structured and defined service management practices (Incident, Change, Configuration, Release Management, etc.)
  • To work and be measured against strict Service Level Agreements
  • Provide clients and users with clear, concise updates in relation to their Incidents and requests.
  • Ability to work in all possible shifts.
  • Work within technical strategies driven by business objectives and Enterprise architecture based on industry-recognized standards
  • Must have the ability to work effectively in a multi-national, multi-cultural environment

All outputs must adhere to the MEEZA SMF and agreed ISO standards

  • Support in the resolution of client-related incidents
  • Support continuous communication with all MEEZA clients on the status of their Service Requests
  • Maintain technical compliance with all business directions and standards

Undertaking to train entry-level employees

  • Application of best-practises to technical and process development.

Provide insight on areas for improvement within MEEZA Workplace Services for process effectiveness and increased efficiency.

This job is free to determine how to achieve clearly defined annual departmental objectives through directing others. It is covered by functional policies (as distinct from procedures) and precedents. It is subject to executive management review and direction.

Knowledge, Skills & Experience:

  • Post-secondary education in IT or related field
  • Current Microsoft or Cisco certifications backed with practical hands-on experience (MCITP, MCTS, CCNA and CCNP)
  • Experience with Active Sync and mobile device support
  • At least 1-year support of Cisco IPT systems.
  • Troubleshooting and problem analysis skills.
  • ITIL v3 Foundation (Training will be provided.)
  • Experience with HP Service Manager is a plus.
  • Operational experience in maintaining complex IT environments.
  • Excellent English written and verbal communication skills. Knowledge of Arabic is a plus.
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