IT Infrastructure Engineer

About the Role

The Infrastructure Engineer will be responsible for the administration, maintenance, and support of all Careem-managed IT systems, including systems and network infrastructure. This includes day-to-day support, incident, change, and problem management, as well as the ongoing design and implementation of infrastructure changes and enhancements.

Key Objectives and Responsibilities:

• The role of Network Engineer is to deploy, support and administrate IT infrastructure services and systems, voice and data network, MPLS, DPLC & wireless and multisite mesh networks. Monitor and maintain layer 1-7 and end to end support
• Designing and implementing new network solutions and/or improving the efficiency of current networks
• Installing, configuring and supporting network equipment including routers, switches, SASE gateways, firewalls, WAN accelerators and aggregators, wireless networks
• 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.
• To be responsible for changes affecting the IT infrastructure and that such changes take place in a controlled and auditable manner.
• The network 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. 
• Root cause analysis. Managing incidents to ensure all avenues are explored
• Weighing up possible solutions and associated risk. 

Administration:

• Monitoring and reporting on IT Infrastructure and underlying Network Services
• 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
• 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 network changes
• Tracking and resolution of single points of failure within the infrastructure
• Assisting project streams on infrastructure changes

Communication:

• Effectively communicates relevant project information to superiors.
• Delivers engaging, informative and well-organized presentations.
• Resolves and/or escalates issues in a timely fashion.
• Understands how to communicate difficult/sensitive information tactfully.

Technical Knowledge:

• Must have knowledge and experience of Datacenter management , Unified communication family suites, LANs, WANs, Wireless Networks, Virtualization, strong understanding TCP/IP  protocol stack and network layer, Routing,Switching, MPLS networks,Firewalls, SASE networks,VPN technologies, system monitoring and management.
• Expose to VMware ESX and vCenter 4.x and all major virtualization infrastructure solutions. Exposure to Open Source technologies including Linux and VoIP telephony systems, and strong understanding of voice infrastructures. 
• IT security tools and techniques, Good working Knowledge of Information Governance and its application within IT. Possesses general understanding in the areas of application programming, database and system design.
• Prior Applications Integration experience; Software as a service Integration 

Problem Solving:

• Combine patience, determination, and persistence to troubleshoot issues
• Dynamic, results-oriented problem solver  
• Easily understand, investigate and solve technical problems in a details driven attitude  
• Skilled at evaluating options and generating solutions
• Strong problem-solving and analytical skills
• Troubleshooting equipment or situations

Qualifications:

• Degree in computer science or similar discipline.
• Desired Certifications:
• Network + , CCNA, CCNP
• MCSE or MCITP + AWS/Azure certified
• Security +
• ITIL

Desired Skills:
Experience working within the industry is desirable:

• Next Generation Firewalls
• MDM (Mobile devices management)
• Virtualization, VMWare, AWS , Active Directory, SSO, SASE
• LANs, WANs, TCP/IP  protocol stack, Routing
• Managing heterogeneous network environments.

Good to have:

• Knowledge of administration and deployment of following
• Zscaler
• Jump Cloud
• Sonus voice gateways
• Genesis call center on-prem solution
• Cisco Meraki Platform
• Orange MPLS

Experience:

• Minimum 3 years experience in similar capacity working as IT Infrastructure Engineer, Systems or network Administrator for organization with minimum 1000+ users. 

• Work and learn from great minds by joining a community of inspiring colleagues.
• Put your passion to work in a purposeful organization dedicated to creating impact in a region with a lot of untapped potential.
• Explore new opportunities to learn and grow every day.
• Work 4 days a week in office & 1 day from home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year. (If you are in an individual contributor role in tech, you will have 2 office days a week and 3 to work from home.)
• Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.