About Snoonu

At Snoonu, we believe in the transformative power of technology, where possibilities are limitless.

Our Vision is to establish ourselves as the first Qatari super app, driving innovation and technology to propel the region and its communities forward. We envision a future of global expansion where our efforts consistently exceed norms and limitations.

Our Mission is to fundamentally change how people live by harnessing technology to connect them with a world of endless possibilities.

Core Values

We operate on a foundation of values that guide our actions:

• Be Customer Obsessed: We prioritize our customers, believing that focusing on their needs drives all our decisions.
• Act with Integrity: Honesty, ethics, and trustworthiness are central to our operations.
• Be Curious and Creative: We are committed to continuous innovation, developing solutions that create a lasting positive impact.
• Lead by Example and Take Ownership: We encourage our team to embody the change they wish to see and to take responsibility for their roles.
• Work Smart and Deliver Results: Efficiency is key; we aim to achieve more by doing less, better and faster.
• It’s All About People: Collaboration is essential; we thrive as a team, understanding that together we are stronger.

Job Opportunity: IT Support Lead

We are seeking an IT Support Lead who will play a crucial role in managing and supporting the IT infrastructure and services at our Pakistan office. This position is essential for ensuring smooth and efficient operations, maintaining the performance and security of IT systems, and providing technical support to staff. While primarily focused on operations in Pakistan, the IT Support Lead will also provide remote assistance to our Doha office as needed.

Qualifications

• Educational Background: A Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience: A minimum of 4 years in IT service support or IT operations, preferably in a leadership or senior role.
• Leadership Skills: Proven ability to manage teams and oversee IT operations effectively.
• Technical Knowledge: In-depth understanding of IT infrastructure, including network systems, software applications, and hardware management.
• Problem-Solving Skills: Strong critical thinking abilities and experience making decisions under pressure.
• Familiarity with Standards: Knowledge of ITIL practices, IT security standards, and project management methodologies.
• Communication Skills: Excellent written and verbal communication skills, with the ability to work effectively with cross-functional teams.
• Language Proficiency: High level of English proficiency, both written and spoken.

Responsibilities

IT Operations Management:
Oversee the IT infrastructure and live operations within the Pakistan office, ensuring all systems function smoothly to support daily activities. This includes monitoring and maintaining hardware, software, and network performance to minimize downtime.

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 and track the lifecycle of all IT equipment for timely upgrades or replacements.

Proactive Incident Management & Troubleshooting:
Act as the first line of defense in identifying, responding to, and resolving IT issues. Conduct root cause analysis for recurring problems and implement preventive measures to improve system reliability.

User Support & Training:
Consult with users to determine their hardware and software needs, assist in placing orders, and provide training on new systems. Support users through various channels, often collaborating with the technical team.

Key Performance Indicators (KPIs)

• System Uptime & Reliability: Maintain a 99.9% uptime for critical IT systems, with response times to issues averaging less than 30 minutes.
• Support Effectiveness: Achieve a first-time fix rate of 90% or higher and reduce recurring incidents by 10% each quarter.
• Deployment Success Rate: Ensure 100% of planned system deployments are successful and completed on schedule.
• Documentation Accuracy: Maintain 100% accuracy in documenting IT processes and systems.
• Stakeholder Satisfaction: Aim for over 90% positive feedback from staff regarding IT support, with an average response time to inquiries of less than one hour.
• Cost Efficiency: Adhere to the IT operations budget within a 5% margin and achieve 95% resource utilization.

By joining Snoonu, you will be part of a forward-thinking team that is dedicated to innovation and excellence in technology. We look forward to your contributions in shaping the future of our operations!