Careem is the leading technology platform for the greater Middle East. A pioneer of the region’s ride-hailing economy, Careem is expanding services across its platform to include payments, delivery and mass transportation.
Careem’s mission is to simplify and improve the lives of people and build a lasting institution that inspires. Established in July 2012, Careem operates in more than 120 cities across 16 countries and has created more than one million job opportunities in the region .
ABOUT THE ROLE
We are looking for an experienced and motivated IT Supervisor based in Karachi Pakistan, who will be primarily responsible to oversee the IT Operations across various regional offices.
The IT Supervisor will ensure the overall stewardship & delivery of production systems support and aligns support with the technology architecture of the infrastructure systems that will enable Careem to meet current and future business goals.
Key Responsibilities :
Reporting to the IT Director, the IT Supervisor will lead a team of IT Support Engineers across the various regional offices
Manage the planning, deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including Laptops, Printers, Applications, Licenses, Networks and Servers.
Strong understanding of ITIL processes (Incident Management / Request Fulfilment / Problem Management / Change Management / Asset Management) to ensure process adoption within the IT team.
Experience using a leading IT Service Management tool (example Jira or equivalent)
Able to build reports and dashboard to depict the overall status / trend of Incidents / Service Requests, Problems and Changes.
Analyze and make recommendations for the improvement of the IT infrastructure and IT systems.
Monitor the Incident queues (workload) and ensure timely resolution of Incident & Service Requests within the ITSM System and ensure that incidents are assigned, updated and resolved with a high level of quality and within the agreed SLA’s and KPI’s (MTTA / MTTR)
Review the Incidents volume and ensure recurring Incidents are captured and respective problem records are logged and tracked (RCA / Workarounds)
Ensure IT Assets are maintained in the CMDB in line with the Asset Lifecycle
Maintain IT security and ensure that all Endpoints are kept up to date to minimize vulnerabilities.
Continuous improvement to simplify the colleague IT experience and drive and improve colleague satisfaction
Act as an ambassador for IT Department and educate the end users on the Policies and Procedures
Partner with the functions and department heads to ensure IT requirements are captured and executed in a timely manner.
Report any downtime / Service interruption to the IT Service Manager to manage the notifications
Working closely with the Infrastructure Manager in line with Network / Systems related projects / rollouts.
Vendor Management building and maintaining strong relationships with Service provider and vendors for delivering solutions with appropriate engagement models
Manage IT staffing (including remote team members), responsible for recruitment, coaching, mentoring, development and performance management
Schedule regular 1 : 1 meeting with team members to ensure that expectations are being met
Keep current with the latest technologies.
Minimum of 8 years of relevant professional IT experience
Minimum 5 years demonstrated experience in an ITIL environment
Experience of Jira, ServiceNow or BMC RemedyForce is a plus
Understands how IT Service Management supports and enables the business
Self-starter, with a high degree of initiative with the ability to work independently, and in a team environment
Proven track record of training, coaching, motivating, and mentoring staff
Solid project management skills - the ability to meet or exceed deadlines and timelines, balance multiple priorities, and work under pressure are all necessary (Agile)
Excellent written and oral communication skills, including presentation skills
Bachelor’s degree in computer science or similar displace
ITIL Foundation Certified (V3 / V4) Preferred
Must be fluent in English (Written / Spoken)