The ideal candidate will have experience in proactive monitoring, incident management, IT asset and access management, and third-party/vendor coordination, ensuring seamless IT service delivery across all ZainCash platforms.
Key Responsibilities:
Oversee Level 2 support teams, ensuring prompt resolution of technical issues affecting business operations.
Ensure proper ticketing and documentation of IT issues for tracking and future reference.
Implement service improvement initiatives to enhance IT support and user experience.
Monitor all aspects of the tech stack, including servers, databases, applications, networks, and security logs, ensuring 24/7 availability.
Perform proactive monitoring to identify and address potential issues before they impact operations.
Generate and analyze reports on system performance, capacity, and security events, following up on resolution.
Lead incident response activities, ensuring quick troubleshooting, root cause analysis, and resolution.
Develop and implement incident response procedures, ensuring minimal downtime.
Establish an escalation process and coordinate with L2 support teams to resolve critical incidents.
Plan and execute maintenance activities (hardware replacements, upgrades, power, cooling, etc.).
Maintain an accurate inventory of all IT assets, ensuring compliance with procurement and licensing requirements.
Implement configuration management practices to track changes and maintain system consistency.
Ensure patch management and update management are scheduled and performed without disrupting operations.
Oversee change management for IT systems, ensuring updates, patches, and changes are properly tested and deployed.
Manage user access control policies, ensuring the principle of least privilege is enforced.
Work closely with the security team to implement best practices for data protection, identity management, and privileged access controls.
Manage relationships with third-party vendors, including hardware, software, cloud, and service providers.
Negotiate and oversee SLAs (Service Level Agreements) to ensure quality service delivery.
Coordinate with vendors for support, troubleshooting, and procurement.
Ensure IT operations align with Central Bank regulations, PCI-DSS, ISO 27001, and other compliance standards.
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Bachelor’s degree in Computer Science, IT, Engineering, or a related field.
7+ years of experience in IT Operations, Infrastructure Management, or System Administration, with at least 3 years in a managerial role.
Experience managing IT service desks, monitoring tools (e.g., Zabbix, Nagios, Prometheus), and ticketing systems (e.g., ServiceNow, Jira).
Strong problem-solving, analytical, and decision-making skills.
Ability to lead teams, manage vendors, and work cross-functionally within a fintech environment.
ZainCash Iraq is a leading mobile wallet and recognized as Forbes top Fintech company of 2023 as well as GSMA’s Best Mobile Innovation Supporting Humanitarian Situations of 2020. The company offers a range of consumer and business services including local and international money transfer, bill payments, companion cards, payroll, aid disbursement, and more.