Job Description

Roles & Responsibilities

1. Service Management & Support

• Manage and resolve IT incidents, requests, and changes using standard service management processes
• Ensure service availability, reliability, and performance
• Monitor and maintain IT services in line with agreed SLAs

2. Business Engagement

• Collaborate with business stakeholders to understand requirements and translate them into IT solutions
• Provide IT guidance and recommendations to support business initiatives
• Act as a trusted IT partner for assigned business areas

3. Solution Deployment & Operations

• Support design, implementation, and deployment of IT solutions (central and local)
• Maintain IT components and ensure proper configuration and performance
• Contribute to rollout of new technologies and services

4. Continuous Improvement

• Identify and recommend improvements to IT services and processes
• Enhance system performance, availability, and user experience
• Support optimization and standardization initiatives

5. Documentation & Knowledge Management

• Maintain accurate documentation of systems, processes, and procedures
• Support user training and knowledge transfer
• Promote knowledge sharing across IT and business teams

6. Governance, Risk & Compliance

• Ensure adherence to IT policies, standards, and security practices
• Support audit readiness and compliance requirements
• Apply corporate security controls in daily operations

7. Project & Technical Contribution

• Support or lead small IT projects and enhancements
• Analyze business requirements and define technical solutions
• Coordinate with internal teams and external vendors

Desired Candidate Profile

Education & Experience

• Bachelor s degree in Computer Science, Information Systems, Engineering, or related field
• 2 3 years of experience in IT support, service management or project management.
• Experience with ITSM tools (e.g., ServiceNow, Jira,..) is a plus
• Exposure to retail IT, POS, or customer-facing systems is an advantage

Key Success Factors

• Strong stakeholder engagement and communication
• Ability to manage incidents and prioritize e ectively
• Proactive mindset toward continuous improvement
• Ability to work in dynamic, multi-market environments
• Commitment to compliance and security practices