Strategic Planning & Management:

• Collect, summarize, and prioritize business needs to inform IT operations strategies.
• Develop and maintain the IT Operations Section's yearly strategic plan, aligning with organizational goals.
• Propose and justify solution transformation plans based on business requirements.
• Conduct capacity analysis and plan for the growth of the organization's computing platform.
• Stay informed about emerging technologies and global best practices in IT infrastructure and operations.

Operational Excellence:

• Manage help desk operations and application support, ensuring high availability and efficiency according to SLAs and OLAs.
• Coordinate with IT Infrastructure teams and academic units to provide timely support for software and hardware components, maintaining baseline standardization.
• Implement quality assurance and quality control measures for all deliveries, driving continuous improvement.
• Conduct regular problem diagnosis and ensure effective resolution.
• Coordinate software and hardware releases and end-user hardware support with other IT section managers and staff.
• Review and approve changes to help desk policies.

Data Governance & Compliance:

• Enforce and maintain required data governance across various sub-entities, ensuring seamless information flow.
• Maintain compliance with all Zewail City policies and procedures.

Risk Management & Vendor Relations:

• Identify and manage risks associated with IT operations, performing related duties in accordance with established goals.
• Negotiate with vendors and provide input to the purchasing department on vendor selection.

Project Management & Collaboration:

• Sequence design sessions and prioritize tasks, tracking progress with various providers.
• Attend relevant meetings to ensure alignment and effective communication.
• Work collaboratively with other IT teams and departments to achieve organizational objectives.

Educational Background: Bachelor's degree in Computer Engineering, Communication Engineering, or a related field.Relevant certification, such as AWS-Certified SysOps, CISA certification, LPIC-1 Linux Administrator, RHCSA or RHCE.Experience: A minimum of 10 years of experience, or equivalent in postgraduate education (MSc or PhD) in Information Technology.At least 5 years of experience in the implementation of IT solutions for large-scale organizations, including daily operations, ERP systems, hardware and software support, help desk systems, and management systems.Experience in designing and implementing IT solutions for various enterprise IT components.Experience in functioning and operating IT applications for organizations of large IT setup.Professional understanding of leading system products and different technologies for predicting issues, minimizing user impact, and automating resolutions.Managerial experience for information technology teams in various aspects.Strong knowledge of leading applications (such as SAP, Power Campus) and middleware products and different OS technologies.Experience in operating enterprise IT platform covering backend storage platforms, servers, user-end devices, network etc.Skills and KnowledgeDetailed knowledge of end-user technologies with experience in deploying different kinds of hardware platforms.Detailed knowledge in IT service reporting, service level agreements, operational level agreements, and measurement metrics.Knowledge of ITIL, ISO 9001, ISO/IEC 20000, and other IT-related standards.Related certifications, such as AWS-Certified SysOps, CISA certification, LPIC-1 Linux Administrator, RHCSA, or RHCE.Ability to persist in delivering service excellence, with a focus on top quality.Critical thinking and gap analysis skills.Ability to use strategic initiatives.Project management skills through the use of appropriate project management tools.Strong technical problem-solving skills.