Enterprise Applications Engineer Ii

Cairo, Egypt

Careem is building the Everything App for the greater Middle East, making it easier than ever to move around, order food and groceries, manage payments, and more. Careem is led by a powerful purpose to simplify and improve the lives of people and build an awesome organisation that inspires. Since 2012, Careem has created earnings for over 2.5 million Captains, simplified the lives of over 70 million customers, and built a platform for the region’s best talent to thrive and for entrepreneurs to scale their businesses. Careem operates in over 70 cities across 10 countries, from Morocco to Pakistan.

**About the Role**

We are looking for an Enterprise Application Engineer focusing on developing and providing technical solutions for enterprise tools focusing on HR Tech and supporting our colleagues in different countries.

This role is a crucial contributor in improving our colleagues' experience through service management processes and tools as well as modern HR technologies widely used in the corporate environment. The role will ensure that systems are aligned with business objectives, enhance operational efficiency, ensure the optimal performance, automation and integration across systems, and support the organization's dynamic growth and provide a seamless employee experience.

This position will be responsible for user access management, developing workflows and new processes, troubleshooting incidents and implementing Change Requests following our IT guidelines / processes.

It will be part of a team responsible for owning, managing, defining and optimizing standard Atlassian tools in addition to other enterprise related tools focusing on HR Tech and processes to drive best practices and increase collaboration across various teams and provide business as usual (BAU) support.

**What You'll Do**
- Providing Administration and Level 1 & 2 Support of enterprise tools owned by the team.
- Manage different systems access and permission configurations to ensure compliance and enforce best practices.
- Implement and maintain data management standards, ensuring the integrity and security of data within systems.
- Troubleshoot issues, communicate with process owners and continue to improve support processes.
- Troubleshoot integration issues and enhance interoperability.
- Providing support via the central Support Slack channel and ensuring that incidents are logged.
- Log and track all incidents via the ITSM tool (Jira) and follow the incident management process. Working on escalated Incidents from the IT Service Desk and ensuring that Incidents are updated daily with meaningful updates, quality and troubleshooting steps performed. Ensure that incidents are resolved within the set SLA’s.
- Ensure that priority 1 / critical issues are communicated to the IT leadership team and key stakeholders for visibility and awareness.
- Problem Management to ensure that incidents are reviewed for recurring issues and problems are highlighted. Provide workarounds, perform Root Cause Analysis (RCA) and document Known Errors.
- Configure and optimize other systems, including talent management, performance management, Onboarding and any other related platforms to ensure optimal performance.
- Implement system upgrades and enhancements to keep pace with technology advancements.
- Collaborate with stakeholders to understand business needs, translating them into functional requirements for technical solutions.
- Implement and maintain documentations (User Guides, Operations Guides, Training Manuals, Technical Documents, etc.)
- Introduce best practices of the tools to maximize efficiency and provide recommendation and enhancement of the systems and processes.
- Collaborate with systems vendors to troubleshoot technical issues and implement updates.
- Stay informed about vendor roadmaps and emerging technologies to guide future system enhancements.

**What You'll Need**

Education
- Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or a related field. Master’s degree or relevant certifications (e.g., ITIL, PMP, or similar) is a plus.

Experience
- Hands-on experience with scripting languages for automation ( (e.g., Python, Java)
- Hands-on experience in Cloud platforms ( AWS or Google)
- Hands-on experience with system integration platforms and knowledge of API protocols
- Experience with SQL querying

Technical Skills:

- Good experience with Enterprise Platforms (Jira, GitHub, different apps integration and automation).
- Familiarity with HR systems (e.g., Oracle, Onboarding tools, ATS tools etc.).
- Analytics skills and proficiency in data analytics tools is a plus.
- knowledge of ITIL principles and best practices.
- Project management skills with the ability to handle multiple priorities.

Communication skills
- Strong communication skills, with an ability to translate technical information to non-technical users.
- Excellent communicator who can work with and influence