IT Infrastructure Engineer

6 hours ago

Cairo, Egypt Careem Full time

**About Careem**

Careem is the everyday Super App for the greater Middle East region, providing a host of daily services that people need to move around, order food, deliver things and transfer money in one unified smartphone app. Careem's mission is to simplify and improve the lives of people and build an awesome organization that inspires. Established in July 2012, Careem provides its services in over 100 cities across 13 countries and has created two million income-generating opportunities in the region. A pioneer of the region's ride-hailing economy, Careem became a wholly-owned subsidiary of Uber Technologies, Inc. in January 2020.

Our engineering team is growing rapidly, and we are looking for talented engineers to help us in our mission to simplify and improve the lives of people and build a lasting institution that inspires.

**Why join our journey**

When you start your journey at Careem, you'll be empowered to drive impact across a region of 600 million people, supported by our community of colleagues from over 75 nationalities. Whether you're creating codes for our Super App or finding new ways to bring our platform to the people in your city.

Join us as we solve some of the most difficult problems that our region faces at scale while driving stellar experiences for our Customers, Captains (drivers) and Merchants. You will have the chance to work on cutting edge technology and with a diverse set of individuals across many geographies. You will also have the opportunity to learn and grow every day to develop alongside talented and inspiring people from around the world. As a colleague at Careem, you'll be empowered to take ownership of your work, be of service to our Captains, customers and partners as we build the region's Super App, all while shooting for the moon to create impact across the region.

**About the role**

The Infrastructure Engineer will be responsible to the Systems & Network Administration, Maintenance and support, change, incident and problem management of all Careem managed IT systems.

The Infrastructure Engineer will be responsible for the day to day running of the infrastructure, incident management and the ongoing design and implementation of Infrastructure changes and enhancements, working closely with Senior Infrastructure engineers and lead.
- The role of IT infrastructure engineer is to deploy support and administrate IT infrastructure services and systems, voice and data network, monitor and maintain databases and end to end support communication capabilities (LAN & WAN).
- Document and maintain policies and procedures, ensuring projects are completed within budget guidelines and maintain best practices.
- Providing 1st and 2nd line support to all the IT systems and services provided and used by CAREEM.
- Provide 1st, 2nd and 3rd line of support to end user desktop computing environment/Systems Provisioning, support and maintenance of Mobile devices as per to company's guidelines.
- Providing end user technical support, ensure all service requests, incidents and change requests are logged and tracked via the ITSM tool (Jira) and relevant processes are followed at all times.
- Working on escalated Incidents from the IT Service Desk and ensure that Incidents are updated daily with meaningful updates, quality and troubleshooting steps performed. Ensure that incidents are resolved within the set SLA's.
- To be responsible for changes affecting the IT infrastructure and that such changes take place in a controlled and auditable manner.
- The Infrastructure engineer is also required to ensure continuous improvement and will be responsible for infrastructure projects.
- Keeping up to date with latest technology changes and industry practices. Documentation of CAREEM network infrastructure (HW/SW inventory, network documentations, etc.)
- Management of incidents to ensure rapid resolution. Including: Root cause analysis. Managing incidents to ensure all avenues are explored Weighing up possible solutions and associated risk.

**Key Responsibilities**

Administration
- Monitoring and reporting on IT Services
- Maintain update to infrastructure systems and services inventory
- Providing 24x7 second-line support and support escalation services
- Resolution of production incidents and underlying causes
- Accepting new systems or changes as fit for release
- Running Infrastructure and Application Projects as required
- Participate in Departmental planning and strategy sessions as required
- Liaising with Sales and Customer teams as necessary during project lifecycle and production operation.
- Conducting Service Reviews with internal teams and suppliers
- Liaison with 3rd party suppliers
- Management of incidents to ensure rapid resolution. Including:

- Root cause analysis
- Ensuring necessary communication is sent to relevant parties
- Weighing up possible solutions and associated risk
- Ensuring completion of follow up actions
- Design/Review of all infrastructure changes
-

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