Service Delivery Operations Specialist - Cairo

Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia founded in 1993.

As a fully Saudi-owned company we have established ourselves from a startup business to a market leader offering a comprehensive range of IT solutions tailored to meet the unique requirements of our clients.

Our expertise spans across various domains including Microsoft AWS ManageEngine and Zoho Solutions ensuring that we deliver strategic IT solutions that drive digital transformation and operational excellence to our clients.

With over 30 years of experience Alnafitha IT has successfully completed more than 4000 projects serving over 3000 satisfied customers and collaborating with 65 partners.

Our commitment to excellence is evident in our customer-centric approach which emphasizes engagement collaboration and a relentless pursuit of quality in every interaction

Our vision is to be the Kingdoms most customer-centric provider for digital transformation and consultation fostering innovation and excellence in all our solutions. We are dedicated to optimizing operational efficiency and ensuring effective resource utilization to enhance customer satisfaction and profitability

At Alnafitha IT we believe in empowering our employees and nurturing their growth which is essential for driving leadership in technology and customer satisfaction. As we continue to expand our presence in the IT landscape we remain committed to delivering cutting-edge solutions that not only meet but exceed our clients expectations.

As a Service Delivery Operations Engineer at Alnafitha IT this role will support the delivery and operational excellence of deployed solutions by ensuring consistent platform reliability responding to incidents coordinating technical handovers and optimizing operational tasks. This role will oversee operational workflows monitor system health and act as a technical coordinator between technical consultants and client teams delivering high-quality service while gaining exposure to cloud-based infrastructure and enterprise environments.

Key Responsibilities:

Incident Monitoring & Response

Use monitoring tools to track system health respond to alerts and perform Level 2 incident resolution to maintain service stability minimize disruption and ensure SLA compliance across solutions

Configuration & Deployment Assistance

Assist in the deployment and configuration of cloud or infrastructure services conduct health checks and validation post-rollout to ensure deployments are operationally ready and configured according to technical standards

Root Cause Analysis & Continuous Improvement

Perform Root Cause Analysis (RCA) on recurring incidents document findings and work with technical teams to improve systems reduce recurrence improve operational quality and drive service evolution.

Automation of Support Tasks

Develop scripts or automation workflows for routine tasks like provisioning backups or diagnostics to streamline operations reduce manual effort and increase consistency in delivery

Client Handover & Documentation

Create and deliver operational documentation and runbooks; train clients or internal support staff to ensure knowledge transfer operational continuity and efficient support readiness

Stakeholder Coordination

Collaborate with consulting support and delivery teams to manage issue escalations and technical updates to maintain alignment across teams and ensure timely issue resolution and communication

Standard Operations Procedures (SOP) & Runbook Management

Maintain and update standard operating procedures deployment checklists and incident logs to support consistency audit readiness and scalable operational practices

Requirements

Qualifications

- Education: Bachelors in computer science Information Technology Engineering or a related technical field

- Experience: 3 5 years in service delivery managed services platform operations or technical consulting roles

- Familiarity with cloud environments (AWS/Azure) monitoring tools such as Datadog or Nagios scripting (Python or PowerShell) and incident management

- Understanding of ITIL frameworks (incident problem change management) and SLA-based operational delivery

- Ability to articulate technical issues clearly to internal teams and clients; stakeholder coordination skills

- Exposure to hybrid infrastructure environments process automation and operational escalation workflows

EQUAL EMPLOYMENT OPPORTUNITY COMMISSION:

Alnafitha IT is an Equal Opportunity Employer and does not discriminate based on race color creed national origin ancestry religion age citizenship sex marital or veteran status disability or handicap sexual orientation or any other basis prohibited by applicable law. Alnafitha IT also takes affirmative action to employ and advance in employment qualified women minorities and diversity representations. Alnafitha IT also makes reasonable accommodations for qualified individuals with disabilities in accordance with the Saudi and Egyptian employment laws