IT Engineer

• Providing 1st and 2nd line support to all the IT systems and services provided and used by Careem including the Call Center.
• 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 ensure that Incidents are updated daily with meaningful updates, quality and troubleshooting steps performed. Ensure that incidents are resolved within the set SLA’s.
• Working on the regional incidents queues to help drive down the incident volumes (remote support).
• Providing support via the central IT Support Slack channel and ensuring that incidents are logged on behalf of the end users.