Urwah Admin

ZainTech

<div>The Account Executive &ndash; Government Sector supports the management and development of government client accounts by assisting in relationship management, opportunity development, and coordination of digital solution offerings. The role works closely with senior account managers and internal technical teams to ensure effective engagement with government entities and the successful delivery of ICT and digital solutions.
This position provides an opportunity to develop expertise in enterprise technology solutions including cloud, cybersecurity, data, and digital transformation while contributing to pipeline growth and long-term customer relationships.
Responsibilities:
Account Support &amp; Client Engagement<ul><li>
Support Account Managers in managing relationships with government sector clients
</li><li>Assist in maintaining regular communication with client stakeholders to understand their technology needs and priorities
</li><li>Help coordinate internal teams to ensure smooth delivery of services and solutions
</li><li>Participate in client meetings, workshops, and business reviews</li></ul>
Opportunity Development<ul><li>
Assist in identifying opportunities to introduce additional ICT and digital solutions to existing government clients
</li><li>Support the preparation of proposals, presentations, and solution documentation
</li><li>Help track account activities, opportunities, and pipeline progress</li></ul>
ICT &amp; Digital Solutions Support<ul><li>
Develop an understanding of ZainTECH&rsquo;s technology portfolio, including cloud, cybersecurity, data, and digital solutions
</li><li>Support account teams in aligning solutions with client business needs
</li><li>Coordinate with internal technical teams to gather required inputs for client proposals and engagements</li></ul>
Business Development Support<ul><li>
Assist in identifying potential opportunities within government accounts and support pipeline development
</li><li>Conduct basic research on government initiatives, technology trends, and digital transformation programs
</li><li>Participate in industry events and government-related engagements where appropriate</li></ul>
Collaboration &amp; Coordination<ul><li>
Work closely with sales, technical, product, and delivery teams to support client engagements
</li><li>Maintain accurate records of account activities and opportunities within CRM systems
</li><li>Ensure timely follow-up on client requests and internal action items</li></ul> 

Requirements 
<ul><li>
1&ndash;3 years of experience in sales, account management, or business development within ICT, technology, or related industries
</li><li>Experience in working with government sector clients and public sector digital transformation initiatives
</li><li>Basic understanding of ICT and digital solutions such as cloud computing, cybersecurity, and data platforms
</li><li>Strong communication and relationship-building skills
</li><li>Ability to coordinate with multiple internal teams and manage competing priorities
</li><li>Proactive mindset with a willingness to learn and develop in a client-facing role
</li><li>Bachelor&rsquo;s degree in Business, Information Technology, Computer Science, or a related field
</li><li>Familiarity with CRM systems (e.g., Salesforce) is an advantage</li></ul></div>

Account Executive - Government Sector (Saudi National)

<div>The Service Desk Team Lead is responsible for leading the Level 1 support function, ensuring efficient and high-quality delivery of first-line support across public and private cloud environments. This role combines hands-on operational oversight with team leadership to ensure effective incident management, proactive monitoring, and timely escalation. The position plays a critical role in maintaining service excellence, driving SLA adherence, and continuously improving support processes and team capabilities.
Responsibilities:<ul><li>
Lead, manage, and develop a team of L1 cloud support engineers, fostering a high-performance and customer-focused culture
</li><li>Own day-to-day service desk operations, ensuring effective handling of incidents, service requests, and system alerts
</li><li>Ensure continuous monitoring and proactive identification of issues across cloud infrastructure and services
</li><li>Provide guidance on initial troubleshooting across compute, storage, networking, access, and availability issues
</li><li>Act as the primary escalation point for L1, ensuring timely resolution or escalation to L2 and L3 teams
</li><li>Drive adherence to SLAs, KPIs, and operational targets, with regular performance tracking and reporting
</li><li>Plan and manage shift schedules to ensure optimal coverage, including 24/7 operations where required
</li><li>Ensure high standards of ticket quality, documentation, and knowledge base management
</li><li>Enforce ITIL-aligned processes across incident, problem, and change management
</li><li>Lead team meetings, performance reviews, and training initiatives to continuously upskill the team
</li><li>Collaborate with cloud engineering, security, and operations teams to ensure seamless service delivery
</li><li>Identify and implement process improvements, automation opportunities, and service enhancements</li></ul> 

Requirements 
<ul><li>
5+ years of experience in IT or cloud support environments
</li><li>2&ndash;3 years of experience in a supervisory or team lead capacity
</li><li>Relevant cloud certifications (AWS, Azure, or equivalent &ndash; Foundation/Associate level preferred)
</li><li>ITIL Foundation certification (preferred)</li><li>
Working knowledge of public cloud platforms (AWS, Azure, OCI)
</li><li>Understanding of private cloud and virtualization technologies (e.g., VMware, OpenStack, Hyper-V)
</li><li>Familiarity with monitoring, alerting, and observability tools
</li><li>Solid understanding of networking fundamentals (DNS, TCP/IP, firewalls, load balancing)
</li><li>Basic administration of Linux and/or Windows environments
</li><li>Experience with ITSM / ticketing platforms (e.g., ServiceNow, Jira, Remedy)
</li><li>Knowledge of ITIL principles and service management best practices</li></ul></div>

Service Desk Team Lead

<div>The Senior Microsoft Engineer will lead the resolution of complex technical issues across Microsoft platforms. This role involves deep technical troubleshooting, mentoring junior engineers, and collaborating with cross-functional teams to ensure service excellence. The ideal candidate will have a strong background in Microsoft technologies, excellent communication skills, and a proactive approach to problem-solving.
Responsibilities:<ul><li>
Own and resolve escalated technical issues related to Microsoft 365, Azure, Windows Server, and Active Directory.</li><li>
Perform root cause analysis and implement long-term solutions to recurring problems.</li><li>
Collaborate with Microsoft Premier Support and internal engineering teams for critical issue resolution.</li><li>
Develop and maintain technical documentation, SOPs, and knowledge base articles.</li><li>
Mentor and guide L1 and L2 support engineers, fostering a culture of continuous learning.</li><li>
Lead incident response for high-impact outages and participate in on-call rotations.</li><li>
Contribute to system design reviews and provide input on infrastructure improvements.</li></ul> 

Requirements 
<ul><li>
Bachelor's degree in Computer Science or related field.</li><li>
5+ years of experience in technical support, with at least 2 years in a senior or escalation role.</li><li>
Deep expertise in Microsoft 365, Azure AD, Intune, Windows Server, and PowerShell scripting.</li><li>
Strong understanding of networking concepts (DNS, DHCP, VPN, TCP/IP).</li><li>
Experience with ITSM tools (e.g., ServiceNow, Jira) and ticket lifecycle management.</li><li>
Preferred Certifications:</li><li>
Microsoft Certified: Azure Administrator Associate (AZ-104).</li><li>
Microsoft Certified: Modern Desktop Administrator Associate.</li><li>
Microsoft Certified: Azure Solutions Architect Expert (a plus).</li></ul></div>

Senior Microsoft Engineer

<div>The Senior Cloud Engineer &ndash; OCI (L3) is a senior technical role responsible for leading complex troubleshooting, conducting architectural reviews, and delivering high-impact cloud solutions for enterprise customers. The role combines deep Oracle Cloud Infrastructure (OCI) expertise with strong customer engagement to resolve critical issues, enhance performance, and ensure alignment with best practices. The role also plays a key part in mentoring junior engineers, strengthening support capabilities, and contributing to the continuous improvement and technical direction of the support organization.
Responsibilities:<ul><li>
Lead complex technical investigations and architectural reviews</li><li>
Serve as the subject matter expert in a specialized domain (containers/kubernetes, serverless, networking, security, or data/analytics)</li><li>
Drive technical solutions for enterprise customers</li><li>
Create technical content, including white papers and best practices</li><li>
Mentor L1 and L2 engineers and conduct training sessions</li><li>
Collaborate with product teams on feature requests and improvements</li><li>
Represent the support organization in technical discussions with customers</li><li>
Contribute to the technical direction of the support organization</li><li>
Lead customer Well-Architected Reviews</li></ul> 

Requirements 
<ul><li>
Bachelor's degree in Computer Science or related field</li><li>
Oracle Cloud Infrastructure 2023 Certified Architect Professional certification</li><li>
5+ years of experience with OCI services in another MSP or vendor support role</li><li>
OCI Specialty certification in area of expertise (Advanced Networking, Security, Data Analytics, or DevOps Professional)</li><li>
Deep expertise in specialized domain area:</li><li>
Container specialization: Expert knowledge of Oracle Kubernetes Engine (OKE), Docker, and Kubernetes</li><li>
Serverless specialization: Expert knowledge of OCI Functions, OCI Events, and event-driven architectures</li><li>
Networking specialization: Expert knowledge of OCI Virtual Cloud Network (VCN), FastConnect, and hybrid architectures</li><li>
Experience leading technical projects and mentoring teams</li><li>
Strong system design and architecture skills</li><li>
Advanced troubleshooting and performance optimization capabilities</li><li>
Experience working with enterprise customers</li></ul></div>

Senior Cloud Engineer - OCI

<div>The Senior Cloud Engineer &ndash; AWS (L3) is a senior technical role responsible for leading complex troubleshooting, conducting architectural reviews, and delivering high-impact cloud solutions for enterprise customers. The role combines deep AWS expertise with strong customer engagement to resolve critical issues, enhance performance, and ensure alignment with best practices. The role also plays a key part in mentoring junior engineers, strengthening support capabilities, and contributing to the continuous improvement and technical direction of the support organization.
Responsibilities:<ul><li>
Lead complex technical investigations and architectural reviews.</li><li>
Serve as the subject matter expert in a specialized domain (containers/kubernetes, serverless, networking, security, or data/analytics).</li><li>
Drive technical solutions for enterprise customers.</li><li>
Create technical content, including white papers and best practices.</li><li>
Mentor L1 and L2 engineers and conduct training sessions.</li><li>
Collaborate with product teams on feature requests and improvements.</li><li>
Represent the support organization in technical discussions with customers.</li><li>
Contribute to the technical direction of the support organization.</li><li>
Lead customer Well-Architected Reviews.</li></ul> 

Requirements 
<ul><li>
Bachelor's degree in Computer Science or related field.</li><li>
5+ years of experience with AWS services in another MSP or vendor support role.</li><li>
AWS Solutions Architect Professional certification.</li><li>
AWS Specialty certification in area of expertise (Advanced Networking, Security, Data Analytics, or DevOps Professional).</li><li>
Deep expertise in specialized domain area:
</li><li>Container specialization: Expert knowledge of EKS, ECS, Docker, and Kubernetes.</li><li>
Serverless specialization: Expert knowledge of Lambda, API Gateway, DynamoDB, and event-driven architectures.</li><li>
Networking specialization: Expert knowledge of VPC, Transit Gateway, Direct Connect, and hybrid architectures.</li><li>
Experience leading technical projects and mentoring teams.</li><li>
Strong system design and architecture skills.</li><li>
Advanced troubleshooting and performance optimization capabilities.</li><li>
Experience working with enterprise customers.</li></ul></div>

Senior Cloud Engineer - AWS

<div>The Senior Cloud Engineer &ndash; Azure (L3) is a senior technical role responsible for leading complex troubleshooting, conducting architectural reviews, and delivering high-impact cloud solutions for enterprise customers. The role combines deep Microsoft Azure expertise with strong customer engagement to resolve critical issues, enhance performance, and ensure alignment with best practices. The role also plays a key part in mentoring junior engineers, strengthening support capabilities, and contributing to the continuous improvement and technical direction of the support organization.
Responsibilities:<ul><li>
Lead complex technical investigations and architectural reviews.</li><li>
Serve as the subject matter expert in a specialized domain (containers/kubernetes, serverless, networking, security, or data/analytics).</li><li>
Drive technical solutions for enterprise customers.</li><li>
Create technical content, including white papers and best practices.</li><li>
Mentor L1 and L2 engineers and conduct training sessions.</li><li>
Collaborate with product teams on feature requests and improvements.</li><li>
Represent the support organization in technical discussions with customers.</li><li>
Contribute to the technical direction of the support organization.</li><li>
Lead customer Well-Architected Reviews.</li></ul> 

Requirements 
<ul><li>
Bachelor's degree in Computer Science or related field.</li><li>
Microsoft Certified: Azure Solutions Architect Expert certification.</li><li>
Azure Specialty certification in area of expertise (Advanced Networking, Security, Data Analytics, or DevOps Professional)</li><li>
5+ years of experience with Azure services in another MSP or vendor support role.</li><li>
Deep expertise in specialized domain area: .</li><li>
For Container specialization: Expert knowledge of Azure Kubernetes Service (AKS), Docker, and Kubernetes.</li><li>
For Serverless specialization: Expert knowledge of Azure Functions, Azure Logic Apps, and event-driven architectures.</li><li>
For Networking specialization: Expert knowledge of Azure Virtual Network, Azure ExpressRoute, and hybrid architectures.</li><li>
Experience leading technical projects and mentoring teams.</li><li>
Strong system design and architecture skills.</li><li>
Advanced troubleshooting and performance optimization capabilities.</li></ul></div>

Senior Cloud Engineer - Azure

<div>The Incident Manager is responsible for overseeing the end-to-end management of incidents impacting cloud and infrastructure services, including AWS, Azure, and OCI environments.
This role ensures rapid restoration of services, effective communication with stakeholders, and continuous improvement through post-incident analysis.
Responsibilities:<ul><li>
Own and manage the full incident lifecycle from detection to closure.</li><li>
Act as the central command point during major (P1/P2) incidents.</li><li>
Coordinate cross-functional teams including cloud, network and Infrastructure teams as well as CSMs.</li><li>
Ensure timely incident triage, escalation, and resolution.</li><li>
Lead incident bridges, war rooms, and crisis calls.</li><li>
Ensure accurate and timely communication to stakeholders and leadership.</li><li>
Track incidents against SLAs and ensure compliance with operational targets.</li><li>
Drive root cause analysis (RCA) and post-incident reviews (PIRs).</li><li>
Identify recurring issues and recommend preventive and corrective actions.</li><li>
Maintain and improve incident management processes, playbooks, and runbooks.</li><li>
Ensure proper documentation and ticket updates in ITSM tools.</li><li>
Support audits, reporting, and service improvement initiatives.</li></ul> 

Requirements 
<ul><li>
5+ years of experience in IT operations, cloud, or infrastructure roles.</li><li>
2+ years of experience in Incident or Major Incident Management.</li><li>
ITIL Foundation or ITIL Intermediate (Incident Management) certification preferred.</li><li>
Cloud certifications (AWS, Azure, OCI) are a plus.</li><li>
Strong understanding of cloud platforms (AWS, Azure, OCI) and Private cloud operations.</li><li>
Familiarity with monitoring, alerting, and logging tools.</li><li>
Good understanding of infrastructure components (compute, storage, networking, IAM).</li><li>
Ability to assess technical impact and prioritize incidents effectively.</li><li>
Experience with ITSM tools (ServiceNow, Jira, Remedy, etc.).</li><li>
Strong knowledge of ITIL Incident and Major Incident Management processes.</li></ul></div>

Incident Manager

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