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it program delivery manager

DHL Express

<div>
 Role Purpose
 
 
 The IT Program Delivery Manager leads the end-to-end execution of IT programs and projects for DHL Express Egypt while driving the strategic ownership of the Digital Customer Solutions function. This position serves as the critical link between structured program governance and live, customer-facing operations, ensuring customer shipping platforms remain highly available, high-performing, and fully compliant with changing national customs and regulatory mandates.
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Lead the end-to-end planning, execution, and monitoring of local IT programs and projects to achieve business objectives across scope, schedule, resources, budget, and quality.
 </li>
 <li>
 Manage the delivery of the local customs and regulatory technology portfolio, specifically handling integrations such as Nafeza and Advanced Cargo Information Declaration (ACID) from initiation through benefit realization.
 </li>
 <li>
 Provide comprehensive functional leadership to the Digital Customer Solutions team, overseeing professional growth, resource planning, and knowledge continuity.
 </li>
 <li>
 Own the operational performance, service level agreements, and continuous enhancement of customer-facing shipping tools, including MyDHL+, APIs, Electronic Data Interchange (EDI), and breakbulk feeds.
 </li>
 <li>
 Act as the senior escalation point for technical customer support issues, managing critical operational problems to successful resolution.
 </li>
 <li>
 Partner with the Commercial division to streamline customer onboarding, training, and technical support on all corporate digital shipping applications.
 </li>
 <li>
 Drive technology automation and process improvement across internal IT workflows and external digital touchpoints to elevate service quality.
 </li>
 <li>
 Manage high-level stakeholder relationships across Operations, Commercial, Customer Service, Finance, Customs, Gateway, and external vendor partners.
 </li>
 <li>
 Represent Egypt IT in regional and global corporate forums, coordinating project dependencies and technical standards with international IT units.
 </li>
 <li>
 Maintain rigorous project governance, technical documentation, and performance reporting according to local and regional corporate standards.
 
 
 
 </li>
 </ul>
 
 Qualifications, Experience And Competencies
 
 
 
 
 <ul>
 <li>
 University Graduate with a Bachelor's degree in Information Technology, Computer Science, Engineering, or a closely related technical field.
 </li>
 <li>
 Project Management Professional (PMP) or PRINCE2 certification is highly desired.
 </li>
 <li>
 ITIL certification is considered a strong asset for service delivery alignment.
 </li>
 <li>
 6 to 8 years of proven experience in IT project/program management, systems solution delivery, or technical service management.
 </li>
 <li>
 2 to 3 years of experience in a formal team leadership or supervisory role, with a focus on coaching and developing technical personnel.
 </li>
 <li>
 Solid baseline knowledge of digital customer platforms, software application integration, APIs, and Electronic Data Interchange (EDI) protocols.
 </li>
 <li>
 Prior exposure to, or practical experience delivering software solutions for, trade compliance, logistics operations, or customs-related regulatory updates (e.g., Nafeza, ACID).
 </li>
 <li>
 Advanced analytical problem-solving skills combined with sound decision-making capabilities under demanding, non-negotiable external deadlines.
 </li>
 <li>
 Excellent communication, presentation, and stakeholder engagement skills, with the ability to influence senior business managers and external partners.
 </li>
 <li>
 Full professional proficiency in written and spoken English and Arabic.
 
 
 
 </li>
 </ul>
 
 Equal Treatment Clause:
 
 We are committed to fostering equal opportunity and strictly reject all forms of discrimination. At DHL Group, employee selection is based exclusively on individual qualification, performance, skills, and professional experience.
 
 
 ✨ We 𝗗𝗲𝗹𝗶𝘃𝗲𝗿 𝘁𝗵𝗲 𝗗𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝗰𝗲
 
 
 ✨ We 𝗖𝗮𝗿𝗲
 
 
 ✨ We 𝗚𝗿𝗼𝘄 𝗧𝗼𝗴𝗲𝘁𝗵𝗲𝗿
</div>

IT Program Delivery Manager

Nexus Analytica

<h2>Purpose of the Role</h2>The Client Delivery Manager is the single point of accountability for the delivery of a major enterprise software platform to a large utility client. The role owns the client relationship day-to-day, drives contractual milestones through to formal acceptance, and protects both the delivery schedule and the commercial terms of the contract.This is a governance and relationship role, not an engineering one. The postholder works in partnership with CTO and  with a Product Manager who owns scope definition, and with Business Development Director who owns the commercial relationship above the project.<h2>Key Responsibilities</h2><h2>Client Relationship</h2><ul><li>Act as the client's primary point of contact for all delivery matters.</li><li>Run the weekly status meeting and issue the written status report and action log.</li><li>Maintain and actively manage the client stakeholder map — control centre engineers, IT, procurement, and the executive sponsor.</li><li>Escalate early and in writing. No issue should reach the company first from the client's side.</li></ul><h2>Delivery Governance</h2><ul><li>Own the master schedule and drive it against contractual milestones.</li><li>Maintain the RAID log (risks, assumptions, issues, dependencies) and review it weekly with the delivery team.</li><li>Coordinate FAT, SAT, UAT, training, and go-live readiness in partnership with the Technical Delivery Lead.</li><li>Chair the bi-weekly steering committee with both executive sponsors.</li></ul><h2>Commercial Protection</h2><ul><li>Drive milestone acceptance sign-offs, which are the contractual triggers for invoicing.</li><li>Enforce change control: no scope moves without a documented, priced, and signed change request.</li><li>Flag margin risk, schedule slippage, and dependency failures to the Delivery Director before they translate into cost.</li><li>Support Business Development on change order pricing and expansion opportunities.</li></ul><h2>Internal Coordination</h2><ul><li>Translate client requirements and complaints into work the engineering team can consume.</li><li>Interface with the Product Manager on scope definition and backlog priority, protecting the product roadmap from unmanaged client-specific demands.</li><li>Direct the Project Coordinator on documentation, minutes, trackers, and the invoicing pack.</li><li>Shield the engineering team from unmanaged client interruption.</li></ul><h2>Post Go-Live</h2><ul><li>Transition the account into support and SLA governance.</li><li>Identify follow-on work and hand qualified opportunities to Business Development.</li></ul> <h2>Requirements</h2><h2>Essential</h2><ul><li>Bachelor's degree in engineering, computer science, or a related field.</li><li>Seven or more years in delivery or project management of enterprise software for large organisations.</li><li>Demonstrated experience delivering to Egyptian utility, government, or state-owned clients — including procurement culture, approval chains, and formal correspondence.</li><li>Track record of owning contractual milestones through to client acceptance and payment.</li><li>Strong technical literacy: able to read architecture diagrams, interrogate estimates, and recognise when an engineering explanation does not hold.</li><li>Fluent Arabic and English, including formal written reporting (French or German is a plus).</li></ul><h2>Desirable</h2><ul><li>Exposure to SCADA, EMS, ADMS, or OT environments in any capacity.</li><li>Familiarity with utility control centre operations.</li><li>PMP, PRINCE2, or an equivalent project management qualification.</li><li>Prior experience working with transmission or distribution utilities.</li></ul><h2>Attributes</h2><ul><li>Comfortable being the person who says no to the client.</li><li>Writes clearly and often — the paper trail is part of the job.</li><li>Curious about the technical domain without wanting to do the technical work.</li></ul> <h2>Success Measures — First 12 Months</h2><ul><li>Milestone acceptance sign-offs obtained on or ahead of contractual dates.</li><li>Collections achieved against invoiced milestones.</li><li>Zero unpriced scope delivered.</li><li>Client escalations resolved at project level rather than escalated to executive level.</li><li>Steering committee cadence maintained without slippage.</li></ul> <h2> </h2>

Client Delivery Manager - NexusGRID

Hill International, Inc.

<div>
 
 Job Description
 
 
 
 Hill International is seeking to employ an
 
 Engineering Manager
 
 to be hired in
 
 Cairo, Egypt.
 
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Ensuring the timely completion and issue of designs through efficient management of available design resources.
 </li>
 <li>
 Ensuring that suitable safety standards are achieved in the design of the various systems and equipment.
 </li>
 <li>
 Contributing to the development of a Program Management Plan and other supporting procedures.
 </li>
 <li>
 Delivery of multidiscipline rail design and assurance projects.
 </li>
 <li>
 Proven experience of delivering Engineering Management roles on complex rail projects
 </li>
 <li>
 Knowledge of H&amp;S legislation, CDM requirements, Safe by Design principles and Railway safety to an appropriate level for this stage of work.
 </li>
 <li>
 Identification and documentation of design scope, requirements, processes and outputs.
 </li>
 <li>
 Planning and forecasting for design activities.
 </li>
 <li>
 Management of Requirements and Assurance processes.
 </li>
 <li>
 Allocation of design reviews, coordination, integration, interface and assurance responsibilities, in line with competence management processes.
 </li>
 <li>
 Coordination of design requirements, processes and outputs, including work by Client, Contractor, and stakeholder requirements.
 </li>
 <li>
 Have significant experience of Design and Engineering Delivery within a rail environment.
 </li>
 <li>
 Implement improvement measures and share good practice as applicable.
 </li>
 <li>
 On a day-to-day basis, be aware of delivery commitments made by each of the disciplines in the office, the issues which could adversely impact delivery, and take appropriate action to address delivery issues as necessary.
 </li>
 <li>
 Ensure that the Project Director and Project Managers are kept informed on the delivery progress.
 </li>
 <li>
 Maximize the appropriate allocation of engineering resources to optimize backlog utilization.
 </li>
 <li>
 Technical Knowledge to be able to challenge project teams on outputs/deliverables and also where necessary, client to ensure focus is maintained on the defined scope or where scope needs to be modified, renegotiate and agree.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Bachelors or Master&rsquo;s Degree (BSc, MSc, BEng, MEng) or equivalent degree from a recognized university and a min of 15 years rail systems design/engineering experience.
 </li>
 <li>
 Experience in multidiscipline design/design management including Civil works and Railway systems.
 </li>
 <li>
 Ability to lead and guide others in the implementation of Rail standards.
 </li>
 <li>
 Experience in Monorail - preferable
 </li>
 <li>
 Chartered Engineer - preferable
 
 
 </li>
 </ul>
 
 About Us
 
 
 
 Hill International, with more than 4,300+ professionals in over 100 offices worldwide, provides program management, project management, construction management, project management oversight, advisory, facilities management, and other consulting services to clients in a variety of market sectors. Engineering News-Record magazine recently ranked Hill as one of the largest program management firms in the world. For more information on Hill, please visit our website at www.hillintl.com .
 
 
 Hill is exclusively a program, project, and construction management provider, meaning we have one focus as a company: protecting client interests. Free of any potential conflicts, our entire business is geared towards helping clients achieve their desired outcomes. We are dedicated to exceeding expectations throughout the entire construction project lifecycle and adapt to the needs of each assignment to develop tailored approaches and solutions to meet those needs.
 
 
 Hill is a GISI Consulting Group company, part of the Global Infrastructure Solutions, Inc. (GISI) family of companies. Learn more about GISI Consulting Group at www.gisiconsulting.com .
 
 
 
 Hill International is an Equal Opportunity Employer/Veteran/Disabled
 
 
 
 Note:
 
 This job description is intended to provide an indication of the nature and levels of work, knowledge, skills, abilities and other essential functions to be carried out as part of fulfilling the role mentioned in the job title. Various other duties as required.
 
</div>

Engineering Manager

Orange Business

<div>
 
 About Us
 
 
 
 Join us at Orange Business!
 
 
 We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
 
 
 Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
 
 
 
 About The Role
 
 
 
 
 Escalation Manager &ndash; Job Description
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Lead the end-to-end management of high-priority incidents and customer escalations, ensuring timely resolution while minimizing business impact and meeting agreed SLAs.
 </li>
 <li>
 Act as the primary escalation point between customers, support teams, engineering teams, vendors, and management throughout the incident lifecycle.
 </li>
 <li>
 Coordinate and manage cross-functional technical teams, assigning priorities, tracking progress, removing blockers, and ensuring accountability for resolution activities.
 </li>
 <li>
 Oversee daily escalation operations, ensuring incidents are prioritized appropriately and resources are allocated effectively based on business criticality.
 </li>
 <li>
 Manage stakeholder communications by providing timely status updates, executive summaries, risk assessments, and post-incident reports.
 </li>
 <li>
 Monitor team performance, escalation trends, and operational KPIs, identifying opportunities to improve service quality, response times, and customer satisfaction.
 </li>
 <li>
 Conduct regular service review meetings with internal teams and customers to discuss recurring issues, improvement plans, and operational performance.
 </li>
 <li>
 Mentor and support Level 1 and Level 2 engineers by providing technical guidance, knowledge sharing, and coaching on incident management best practices.
 </li>
 <li>
 Collaborate with Service Delivery Managers, Project Managers, and Technical Leads to ensure smooth execution of operational activities, changes, upgrades, and migrations.
 </li>
 <li>
 Develop and maintain escalation procedures, operational runbooks, knowledge articles, and documentation to improve team efficiency and service consistency.
 </li>
 <li>
 Support resource planning, shift coordination, workload balancing, and operational readiness during maintenance windows and critical business periods.
 </li>
 <li>
 Identify process gaps and lead continuous service improvement initiatives to enhance operational excellence and reduce recurring incidents.
 
 
 </li>
 </ul>
 
 About You
 
 
 
 Educational Qualifications:
 
 
 <ul>
 <li>
 B.Sc. degree in Computer Science, communications or electronics engineering
 </li>
 <li>
 Certification at any of the following :
 </li>
 <li>
 CCNA, CCNP Collaboration
 
 
 </li>
 </ul>
 Professional Requirements:
 
 
 <ul>
 <li>
 At least 4 years of professional experience
 </li>
 <li>
 At least 3 years of IT/Voice technical experience
 </li>
 <li>
 Excellent knowledge of security and network concepts
 </li>
 <li>
 SIP knowledge
 
 
 </li>
 </ul>
 You bring rigor, passion for challenges, and determination. You seek the opportunity to expand your expertise, achieve your goals, and thrive.
 
 
 
 What We Offer
 
 
 
 <ul>
 <li>
 Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
 </li>
 <li>
 Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
 </li>
 <li>
 Professional Development: training programs and upskilling/re-skilling opportunities.
 </li>
 <li>
 Career Growth: Internal growth and mobility opportunities within Orange.
 </li>
 <li>
 Caring and Daring Culture: Health and well-being programs and benefits, diversity &amp; inclusion initiatives, CSR and employee connect events.
 </li>
 <li>
 Reward Programs: Employee Referral Program, Change Maker Awards.
 
 
 </li>
 </ul>
 
 Only Your Skills Matter
 
 
 
 Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.
</div>

Technical Solutions Expert -Sr

SITA

<div>
 
 Overview
 
 
 
 WELCOME TO SITA
 
 
 At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.
 
 
 You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don't just move the world forward-we're proud to be recognized as a
 
 Great Place to Work
 
 &reg; by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.
 
 
 Are you ready to love your job?
 
 
 The adventure begins right here, with you, at SITA.
 
 
 
 About The Role &amp; Team
 
 
 
 
 
 
 
 Site Reliability Engineer/ Expert/ Specialist you will be responsible for the proactive support of products so that there is high product performance that is continuously improved. Responsible for identifying and resolving the root causes of operational incidents, implementing solutions to improve stability and prevent recurrence. Manages the creation and maintenance of the event catalog to trigger events and develop both manual remediation approaches and automated workflows to resolve alerts. Oversee the deployment of IT services and solutions ensuring successful integration with minimal disruption. Focuses on operational automation and integration to enhance efficiency and collaboration between development and operations within service operations.
 
 
 
 
 
 
 
 What You Will Do
 
 
 
 <ul>
 <li>
 Define, build, and maintain support systems to ensure high availability and performance.
 </li>
 <li>
 Handle complex cases for the PSO.
 </li>
 <li>
 Implement automation for system provisioning, self-healing, auto-recovery, deployment, and monitoring.
 </li>
 <li>
 Perform incident response and root cause analysis (RCA) for critical system failures.
 </li>
 <li>
 Monitor system performance and establish Service-Level Indicators (SLIs) and Service-Level Objectives (SLOs).
 </li>
 <li>
 Collaborate with Development and Operations to integrate reliability best practices, including zero-downtime architecture.
 </li>
 <li>
 Proactively identify and remediate performance issues.
 </li>
 <li>
 Work closely with Product T&amp;E, ICE, and Service Architects for new product productization as SGS technical expert.
 </li>
 <li>
 Coordinate with internal and external stakeholders to improve service performance and ensure high availability.
 </li>
 <li>
 Ensure Operations readiness to support new products.
 </li>
 <li>
 Accountable within SGS for in-scope product availability and performance.
 </li>
 <li>
 Problem Management
 </li>
 <li>
 Conduct thorough problem investigations and root cause analyses to diagnose recurring incidents and service disruptions.
 </li>
 <li>
 Coordinate with Incident Management teams and collaborate with PSOs and Engineering/Product teams to implement permanent solutions.
 </li>
 <li>
 Monitor effectiveness of problem resolution activities and provide regular reporting to ensure continuous improvement.
 </li>
 <li>
 Event Management
 </li>
 <li>
 Define, build, and maintain an event catalog specifying active events, thresholds, and remediation actions; optimize it for efficiency.
 </li>
 <li>
 Develop event response protocols, provide training, and ensure efficient incident handling.
 </li>
 <li>
 Customer &amp; Operational Support
 </li>
 <li>
 Collaborate with Customer Success Managers to implement initiatives that enhance customer satisfaction and retention.
 </li>
 <li>
 Prepare reports, documentation, and communication materials covering customer metrics, updates, and product changes.
 </li>
 <li>
 Identify and implement improvements in internal processes and workflows.
 </li>
 <li>
 Contribute to knowledge management resources such as FAQs and training materials.
 </li>
 <li>
 Data Steward Responsibilities
 </li>
 <li>
 Implement data governance policies defined by the Data Owner and ensure adherence to standards.
 </li>
 <li>
 Monitor data quality, consistency, and compliance on an ongoing basis.
 </li>
 <li>
 Act as a Subject Matter Expert (SME) for data within the assigned area, providing guidance and answering queries.
 
 
 </li>
 </ul>
 
 
 
 
 
 Who You Are
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Computer Science, Information Technology, Engineering, or a related field.
 </li>
 <li>
 5+ years of experience in IT operations, service management, or infrastructure management, including roles such as Site Reliability Engineer, Problem Manager, or DevOps Manager.
 </li>
 <li>
 Proven experience managing high-availability systems and ensuring operational reliability.
 </li>
 <li>
 Extensive experience in root cause analysis (RCA), incident management, and developing permanent solutions for recurring service disruptions.
 </li>
 <li>
 Hands-on experience with CI/CD pipelines, automation, system performance monitoring, and infrastructure as code (IaC).
 </li>
 <li>
 Strong background in collaborating with cross-functional teams (Development, Operations, Engineering, etc.) to improve operational processes and service delivery.
 </li>
 <li>
 Experience managing deployments, conducting risk assessments, and optimizing event and problem management processes.
 </li>
 <li>
 Familiarity with cloud technologies, containerization, and scalable architectures, including zero-downtime deployment strategies.
 
 
 </li>
 </ul>
 
 Technical Skills (Must-to-Have)
 
 
 
 <ul>
 <li>
 Strong AKS &amp; On prem K8s skills and experience.
 </li>
 <li>
 Scripting (Ansible &amp; Bash, Python - combination of anything would be great),
 </li>
 <li>
 Automation,
 </li>
 <li>
 CI/CD pipeline,
 </li>
 <li>
 Terraform exposure,
 </li>
 <li>
 Azure (or) AWS skill.
 </li>
 <li>
 Basic DB skills.
 </li>
 <li>
 Strong problem-solving skills &amp; quick learner.
 </li>
 <li>
 SRE mindset.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 WHAT WE OFFER
 
 
 We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.
 
 
 🏡
 
 Flex Week:
 
 Work from home up to 2 days/week (depending on your team's needs)
 
 
 ⏰
 
 Flex Day:
 
 Make your workday suit your life and plans.
 
 
 🌎
 
 Flex-Location:
 
 Take up to 30 days a year to work from any location in the world.
 
 
 🌿
 
 Employee Wellbeing:
 
 We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.
 
 
 🚀
 
 Professional Development:
 
 At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From
 
 LinkedIn Learning, Microsoft's Enterprise Skills Initiative,
 
 and
 
 Airport Council International
 
 -available to all employees-to specialized solutions like
 
 Pluralsight
 
 for technology upskilling,
 
 Harvard Business Publishing
 
 for people leadership,
 
 Stanford
 
 for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.
 
 
 🙌
 
 Competitive Benefits:
 
 Competitive benefits that make sense with both your local market and employment status.
 
 
 
 SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.
 
</div>

Site Reliability Engineer/ Expert/ Specialist (DevOps Eng)

ELSEWEDY DIGITAL

<div>
 
 
 
 About Elsewedy Digital and Elsewedy Electric Company:
 
 
 
 
 We are the largest telecommunications, safety and security systems integrator operating in the Middle East, Africa and Asia Pacific regions providing turnkey solutions for energy, transport and telecom industries. All our telecommunications, safety and security solutions are engineered and supported locally, giving our customers the advantage of getting support for their businesses when and where they need it. We are fully integrated turnkey solutions provider in Telecommunications, Safety &amp; security, Fiber cabling &amp; connectivity and Automation. For more details, please visit our website: https://elsewedyelectric.com/en/page?v=Digital%20Solutions
 
 
 
 
 
 
 Key Tasks and Responsibilities:
 
 
 <ul>
 <li>
 Manage End-to-end delivery (installation, commissioning, acceptance), Network performance analysis and optimization, Migration/swap activities for optical networks and NMS/O&amp;M operations and alarm handling.
 </li>
 <li>
 Work with specialized systems such as Radio, Network, Transmission, and ELV. This involves designing, implementing, configuring and integrating various components ensuring compliance with industry standards and project requirements.
 </li>
 <li>
 Design telecommunications systems that meet project requirements, specifications and client standards.
 </li>
 <li>
 Identify project requirements by studying project specifications, and offer technical expertise to the Project Manager and lead engineer throughout the project lifecycle.
 </li>
 <li>
 Select appropriate materials and vendor to ensure system reliability and compliance with project specifications.
 </li>
 <li>
 Prepare comprehensive engineering documents post project award to clearly define all project specifications, facilitating smooth implementation and adherence to client standards.
 </li>
 <li>
 Provide technical support and guidance to internal teams and clients regarding telecom systems and solutions.
 </li>
 <li>
 Travelling globally may be required to support projects requirement for Pre-FAT, FAT, Pre-commissioning, commissioning, Pre-SAT, SAT activities.
 </li>
 <li>
 Evaluate design changes and modifications providing project impact assessments.
 </li>
 <li>
 Maintain accurate project filing systems and ensure proper documentation and version control.
 </li>
 <li>
 Prepare Purchase requests in coordination with Engineering, Procurement and PM.
 </li>
 <li>
 Cooperate with different disciplines to ensure the overall quality of technical work.
 </li>
 </ul>
 
 Attend project meetings and prepares the necessary technical data for the other disciplines.
 
 
 
 
 
 
 Essential Qualifications and Education:
 
 
 <ul>
 <li>
 Bachelor's Degree in in Telecommunications, Electrical Engineering, or a related field.
 </li>
 <li>
 3 years of relevant professional experience.
 </li>
 <li>
 Excellent written and spoken English communication skills.
 </li>
 <li>
 Hands-on experience in DWDM/OTN transmission networks, including HLD/LLD implementation, commissioning, and integration.
 </li>
 <li>
 CCNA and HCIA certifications are required.
 </li>
 </ul>
</div>

System Engineer (Transmission)

Alnafitha IT

<div>
 
 
 Business Overview:
 
 
 
 Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia, founded in 1993.
 
 
 As a fully Saudi-owned company, we have established ourselves from a startup business to a market leader, offering a comprehensive range of IT solutions tailored to meet the unique requirements of our clients.
 
 
 
 
 
 Our expertise spans across various domains, including Microsoft, AWS, ManageEngine, and Zoho Solutions, ensuring that we deliver strategic IT solutions that drive digital transformation and operational excellence to our clients.
 
 
 
 
 
 With over 30 years of experience, Alnafitha IT has successfully completed more than 4,000 projects, serving over 3,000 satisfied customers, and collaborating with 65+ partners.
 
 
 
 
 
 Our commitment to excellence is evident in our customer-centric approach, which emphasizes engagement, collaboration, and a relentless pursuit of quality in every interaction.
 
 
 
 
 
 Our vision is to be the Kingdom's most customer-centric provider for digital transformation and consultation, fostering innovation and excellence in all our solutions. We are dedicated to optimizing operational efficiency and ensuring effective resource utilization to enhance customer satisfaction and profitability
 
 
 
 
 
 At Alnafitha IT, we believe in empowering our employees and nurturing their growth, which is essential for driving leadership in technology and customer satisfaction. As we continue to expand our presence in the IT landscape, we remain committed to delivering cutting-edge solutions that not only meet but exceed our clients' expectations.
 
 
 
 
 
 
 
 Job Summary/Objective
 
 
 
 
 The Technical Support Manager is responsible for overseeing the daily operations of the
 
 
 technical support team as well as participating as an active member of the team.
 
 
 As a team leader, this position will partner with customer success and business development to
 
 
 deliver exceptional support to customers through phone, email and chat. This team member
 
 
 will be expected to lead by example, organize work, build reports, handle escalations, and help
 
 
 with ad hoc projects, and training
 
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 &bull; Team Leadership and Development
 
 
 &bull; Oversee the day-to-day operations of the Technical Support Team from senior
 
 
 technical leaders to junior staff to ensure effective knowledge transfer within the
 
 
 team
 
 
 &bull; Provide mentorship, coaching, and training to enhance team skills and knowledge
 
 
 and provide personalized guidance and foster professional growth
 
 
 &bull; Arrange and oversee shift scheduling to maintain adequate resource coverage,
 
 
 optimize workload and ensure uninterrupted service delivery
 
 
 &bull; Manage recruitment, performance evaluations, and disciplinary actions for staff to
 
 
 evaluate achievements, identify development needs, and align individual goals with
 
 
 organizational objectives
 
 
 &bull; Customer Satisfaction Management
 
 
 &bull; Act as a senior agent driving customer satisfaction through effective support.
 
 
 &bull; Ensure all customer inquiries and issues are resolved accurately and professionally.
 
 
 &bull; Serve as the primary point of contact for technical VIP cases or executive escalations
 
 
 to protect critical relationships and maintain trust with high-value clients by resolving
 
 
 high impact issues quickly and effectively
 
 
 &bull; Attend escalation meetings and follow up on outcomes to ensure all escalation
 
 
 resolutions are implemented, preventing recurrence and improving customer
 
 
 experience
 
 
 &bull; Operational Oversight
 
 
 &bull; Record, track, and report on team service level agreements (SLAs) and workflows to
 
 
 ensure service commitments are met or exceeded, ensuring customer satisfaction
 
 
 and compliance
 
 
 &bull; Plan for customer support load distribution to anticipate demand fluctuations,
 
 
 optimize staffing levels and maintain consistent service quality
 
 
 &bull; Follow up on technical account manager&rsquo;s tasks to ensure account specific
 
 
 deliverables are on track, issues are addressed, and customer expectations are met
 
 
 &bull; Serve as the escalation point for outsourcing operations issues to address high
 
 
 priority or unresolved issues swiftly and minimize service disruptions
 
 
 &bull; Track customers&rsquo; status for invoicing and renewals to ensure accurate billing, timely
 
 
 renewals, and sustained revenue flow from support contracts
 
 
 &bull; Support Coordination and Onboarding
 
 
 &bull; Provide support for both internal and external customers, managing incoming
 
 
 technical inquiries.
 
 
 &bull; Facilitate the onboarding process for new team members to ensure effective
 
 
 integration.
 
 
 &bull; KPI Development and Monitoring
 
 
 &bull; Assist in the creation and monitoring of team key performance indicators (KPIs).
 
 
 &bull; Analyze support system case trends to identify areas for improvement and prevent
 
 
 future issues.
 
 
 &bull; Process Improvement and Documentation
 
 
 &bull; Review and enhance technical support processes and documentation to streamline
 
 
 processes, eliminate bottlenecks and increase overall service delivery speed &amp; quality
 
 
 &bull; Create relevant support materials and self-service tools for customers and staff
 
 
 &bull; Enable digital transformation and automation to reduce manual effort, improve
 
 
 consistency and increase operational efficiency through technology adoption
 
 
 &bull; Feedback and Communication
 
 
 &bull; Establish a feedback loop for staff and customers on resolved and ongoing issues.
 
 
 &bull; Implement preventive measures to minimize customer faults and issues proactively.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 Requirements
 
 
 
 Qualifications
 
 
 
 
 
 
 - Education: Bachelor&rsquo;s degree in computer science or equivalent.
 
 
 - Experience: 12+ years&rsquo; experience in Microsoft technologies in one or more of the
 
 
 following: (Microsoft: Active Director, Microsoft Azure and AWS, Microsoft Exchange,
 
 
 Skype for Business, Teams, SCCM, SCOM, VMM, MOM, OMS, Intune, Microsoft
 
 
 SharePoint)
 
 
 - Experience with migration of Exchange customers to Office 365 and end to end support
 
 
 and troubleshooting experience of Exchange Online and Office 365 Hybrid solutions.
 
 
 - Additional skills in Exchange Online Protection, Antigen/Forefront Protection for
 
 
 Exchange.
 
 
 - Experience in AD Security (ATA, AD backup and recovery, security practices and AD
 
 
 health check)
 
 
 - Knowledge in Microsoft Server features (ADFS &ndash; DFS &ndash; RMS &ndash; WSUS &ndash; WDS &ndash; CA &ndash; IIS).
 
 
 - Knowledge in Virtualization (Microsoft Hyper-V, VMWare).
 
 
 - Basic knowledge in SQL database administration and implementation.
 
 
 - Solid understanding of client/server, networking, and Internet technologies
 
 
 fundamentals.
 
 
 - Experience working with Microsoft Server products alongside Microsoft Azure IaaS/
 
 
 PaaS and experience with troubleshooting, configuring and supporting Network and
 
 
 Hybrid scenarios.
 
 
 - Working knowledge in several areas of Azure / AWS PaaS and/or IaaS, such as Azure
 
 
 deployment, ARM template, Application Insights, PowerShell Scripting, Security, High
 
 
 Availability, Azure Storage, Azure Virtual Machine, Backup / Disaster Recovery, Patching,
 
 
 Clustering, Service Resilience, SQL Azure, ADLS and distributed systems etc.
 
 
 - Experienced in DevOps and knowledge of Azure Web Aps, Service Fabric and .NET
 
 
 (Preferred)
 
 
 - Solid Networking Skills (Routing &amp; Switching Protocols, TCP/, DNS, QoS, SIP, VLANs, and
 
 
 WAN protocols)
 
 
 - High sense of responsibility and ownership, acting like owner in what you do.
 
 
 - Exceptional communication and presentation skills
 
 
 - Proven people management and leadership skills
 
 
 - Love being the first line of support and troubleshooting issues
 
 
 - Strong analytical skills to investigate and resolve customer support tickets
 
 
 - Able to multi-task efficiently under time pressure
 
 
 - Able to work with cutting edge technology and assimilate information rapidly
 
 
 Previous experience in managing customer-focused teams
 
 
 Proven experience in managing a service and support focused team culture
 
 
 - Ability to maintain composure during stressful situations.
 
 
 - Fluent in Arabic and English.
 
 
 
 Certification Requirements:
 
 
 
 &bull; CCNA Routing and Switching.
 
 
 &bull; ITIL Expert (Preferred)
 
 
 &bull; MCSE: Core Infrastructure (Must)
 
 
 &bull; MCSE: Private Cloud (Must)
 
 
 &bull; MCSE: Messaging.
 
 
 &bull; PMP Certified (Preferred)
 
 
 &bull; Microsoft 365 Certified: Enterprise Administrator Expert (preferred)
 
 
 &bull; Microsoft Certified: Azure Solutions Architect Expert (preferred)
 
</div>

Technical Support Manager - Microsoft Technologies - Cairo

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