Information Technology Support Team Lead

At Snoonu, we hold the belief that technology has the power to make anything possible.

Our Vision: to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.

Our Mission: To radically transform how people live by leveraging technology to connect them with endless possibilities.

Values We Live

• Be Customer Obsessed - “Focus on the customer and all else will follow.
• ”Act with Integrity - “We are honest, ethical, and trustworthy in everything we do.
• ”Be Curious and Creative - “We constantly innovate and create solutions to bring a lasting positive impact.
• ”Lead by Example and Take Ownership - “Be the change you want to see and take ownership.
• ”Work smart and deliver results - “You can do more by doing less, better, and faster.
• ”It’s all about people - “Be a Team player, together we are stronger.”

IT Support Lead

The IT Support Lead will be responsible for managing and supporting the IT infrastructure and services within the Pakistan office, ensuring smooth and efficient operations. This role focuses on maintaining the performance and security of IT systems, providing technical support to staff, and collaborating with the main office when necessary. While primarily focused on Pakistan’s operations, the IT Support Lead may also provide remote assistance to the Doha office as needed. The ideal candidate will have over 4 years of experience in IT service support, with strong leadership skills and a deep understanding of IT systems.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 4 years of experience in IT service support or IT operations, preferably in a lead or senior role.
• Strong leadership and team management skills, with a proven track record in overseeing IT operations. In-depth knowledge of IT infrastructure, including network systems, software applications, and hardware management.
• Excellent problem-solving skills, with the ability to think critically and make decisions under pressure.
• Familiarity with ITIL practices, IT security standards, and project management.
• Experience with remote support tools and techniques.
• Strong communication skills, both written and verbal, with the ability to interact effectively with cross-functional teams.
• Excellent level of English, both written and verbal.

Responsibilities:

IT Operations Management:

• Oversee the IT infrastructure and IT-related Live Operations within the Pakistan office, ensuring all systems operate smoothly and efficiently to support daily operations.
• Monitor and maintain hardware, software, and network performance, ensuring minimal downtime and optimal system performance.
• Provide tier-one technical support to end-users, addressing issues over the phone, via email, or in person, and escalating complex issues as necessary.

System Deployment & Maintenance:

• Lead the deployment, configuration, and maintenance of IT systems, ensuring they are up-to-date, secure, and optimized for performance.
• Manage IT asset inventories, tracking the lifecycle of all IT equipment and ensuring timely upgrades or replacements.

Proactive Incident Management & Troubleshooting:

• Serve as the first line of defense in identifying, responding to, and resolving IT issues, minimizing disruptions to operations.
• Conduct root cause analysis for recurring issues and implement preventive measures to enhance system reliability.

User Support & Training:

• Consult with users to determine appropriate hardware and software needs and assist in placing orders.
• Train users on new software and systems, providing support in person or through various tutorial channels, often in collaboration with the technical team.

Key Performance Indicators (KPIs):System Uptime & Reliability:

• Maintain 99.9% or higher uptime for critical IT systems within the Pakistan office.
• Average response time to IT issues (Target: less than 30 minutes during business hours).
• Average time to resolve critical IT issues (Target: less than 2 hours).

Support Effectiveness:

• First-Time Fix Rate: Percentage of IT issues resolved on the first attempt (Target: 90%+).
• Reduction in the number of recurring IT incidents (Target: 10% decrease quarter-over-quarter).

System Deployment & Maintenance:

• Deployment Success Rate: Percentage of successful IT system deployments with minimal disruption (Target: 100% of planned deployments).

System Upgrade Completion:

• Timely completion of scheduled system upgrades and maintenance (Target: 100% on schedule).

Documentation:

• Documentation Accuracy: Maintain up-to-date and accurate documentation for all IT processes and systems (Target: 100% accuracy).

Stakeholder

• Satisfaction:
• Stakeholder Feedback: Satisfaction rate from Pakistan office staff regarding IT support and services (Target: 90%+ positive feedback).
• Communication Responsiveness: Average response time to stakeholder requests and inquiries (Target: less than 1 hour during business hours).

Cost Efficiency:

• Cost Control: Adherence to budget for IT operations and projects in Pakistan (Target: Within 5% of budget)
• .Resource Utilization: Efficient use of IT resources, minimizing waste and optimizing performance (Target: 95% resource utilization).