1. Service Management & Support
Manage and resolve IT incidents, requests, and changes using standard service
management processes
Ensure service availability, reliability, and performance
Monitor and maintain IT services in line with agreed SLAs
2. Business Engagement
Collaborate with business stakeholders to understand requirements and translate
them into IT solutions
Provide IT guidance and recommendations to support business initiatives
Act as a trusted IT partner for assigned business areas
3. Solution Deployment & Operations
Support design, implementation, and deployment of IT solutions (central and local)
Maintain IT components and ensure proper configuration and performance
Contribute to rollout of new technologies and services
4. Continuous Improvement
Identify and recommend improvements to IT services and processes
Enhance system performance, availability, and user experience
Support optimization and standardization initiatives
5. Documentation & Knowledge Management
Maintain accurate documentation of systems, processes, and procedures
Support user training and knowledge transfer
Promote knowledge sharing across IT and business teams
6. Governance, Risk & Compliance
Ensure adherence to IT policies, standards, and security practices
Support audit readiness and compliance requirements
Apply corporate security controls in daily operations
7. Project & Technical Contribution
Support or lead small IT projects and enhancements
Analyze business requirements and define technical solutions
Coordinate with internal teams and external vendors
Requirements
Education & Experience
Bachelor’s degree in Computer Science, Information Systems, Engineering, or
related field
2–3 years of experience in IT support, service management or project management.
Experience with ITSM tools (e.g., ServiceNow, Jira,..) is a plus
Exposure to retail IT, POS, or customer-facing systems is an advantage
Key Success Factors
Strong stakeholder engagement and communication
Ability to manage incidents and prioritize eƯectively
Proactive mindset toward continuous improvement
Ability to work in dynamic, multi-market environments
Commitment to compliance and security practices