IT Operations Engineer

About the role

As an IT Operations Engineer at Talabat, you will lead the design, implementation, and management of the company’s IT infrastructure across multiple regions. You will act as the primary escalation point for complex technical issues, providing advanced L2/L3 support while ensuring stability, security, and operational excellence of core IT services.

Key responsibilities

• Design, deploy and maintain IT infrastructure for new sites, warehouses and offices.
• Provide second‑line (L2) and third‑line (L3) support for hardware, software and network incidents.
• Manage incidents and service requests in Jira, following ITIL processes for Incident, Problem, Change and Asset Management.
• Configure and maintain network devices such as firewalls, routers, switches and Wi‑Fi access points.
• Monitor internet connectivity, VPN performance and overall network health.
• Support email accounts, cloud services and on‑ground L3 engineers during deployments.
• Mentor junior team members and collaborate with regional teams via Slack to ensure consistent IT standards.

Required profile

• Proven experience in L2/L3 IT support and troubleshooting across multiple sites.
• Strong understanding of ITIL incident and change management processes.
• Hands‑on experience with network administration and new site deployments.
• Ability to communicate technical issues clearly to stakeholders and leadership.

Required skills

• Jira ticketing system
• Slack for real‑time collaboration
• ITIL framework (Incident, Problem, Change, Asset Management)
• Network devices: firewalls, routers, switches, Wi‑Fi access points
• VPN configuration and troubleshooting
• Hardware and software troubleshooting (L2/L3)
• CCTV and POS system integration
• Cloud service administration