Information Technology Specialist

Profile Snapshot Title: IT Specialist Location: Kuwait Position Type: Full Time Department: Digital & Technology What Will Your Day Look Like? To lead and manage day-to-day IT operations across Al Faysal and Al Rammah in Kuwait, covering IT infrastructure, systems, vendors and service delivery. The role will also coordinate key IT projects, including the Al Faysal migration to Oracle ERP and the transition to a Group Managed Service Provider (MSP) model. This is a hands-on role requiring strong technical and operational expertise. How Will You Make an Impact? IT Operations & Service Management • Own day-to-day IT operations across all Kuwait sites and act as the single IT point of contact for the business. • Ensure all incidents, service requests and changes are logged and managed through the ITSM tool (ManageEngine ServiceDesk Plus). • Provide hands-on support for end-user, infrastructure and application issues; escalate to group D&T, the MSP or vendors where required. • Track SLAs and follow the group service management and change processes. Infrastructure, Network & Security • Manage firewalls (FortiGate), site-to-site VPN, switching, routing and Wi-Fi across sites. • Administer Windows Server, Active Directory and Microsoft Entra ID. • Administer Microsoft 365 services (Exchange Online, Teams, Intune). • Run IT asset management, backups and basic cybersecurity hygiene (patching, access control). Vendor & MSP Management • Manage local IT vendors and contracts, including performance, renewals and costs. • Act as the local lead for the future group MSP and support the move from local IT to the MSP model. • Monitor MSP and vendor SLAs, raise breaches and follow up on service improvement actions. Project Delivery (incl. Al Faisal Oracle Migration) • Lead local delivery of IT projects, including the Al Faisal migration to Oracle ERP. • Coordinate ERP vendors through the migration: requirements, user access, testing, cut-over and post go-live support. • Provide ongoing Oracle ERP support and user access management for Kuwait. Governance & Reporting • Report IT performance, SLAs, assets, risks and project status to D&T leadership. • Ensure compliance with group IT policies, security controls and approval processes. • Maintain up-to-date IT documentation for Kuwait sites. Qualifications, Experience & Skills • 8 to 12 years in IT, with at least 3 years leading IT for a site or company. • Multi-site FMCG, food manufacturing, retail or distribution environment preferred. • Proven vendor and contract management. • Kuwait or GCC experience. • Fluent English; Arabic preferred. • Bachelor's degree in Computer Science, Computer Engineering, Information Technology or Information Systems. • Required: ITIL 4 Foundation. • Preferred: CCNA or Fortinet certification. • Networking: firewalls (FortiGate preferred), site-to-site VPN, switching, routing, Wi-Fi. • Windows Server, Active Directory, Microsoft Entra ID. • Microsoft 365 administration (Exchange Online, Teams, Intune). • Oracle ERP (EBS or Fusion) support, user access and vendor coordination through a migration. • ITSM: ticketing tool (ManageEngine ServiceDesk Plus preferred), SLA tracking and reporting. • IT asset management, backup and basic cybersecurity hygiene. • Must have: Network & firewall/VPN (FortiGate), Windows Server/AD/Entra ID, Microsoft 365, Oracle ERP support, ITSM & SLA management, asset/backup/security hygiene. • Nice to have: Van sales or distribution systems, basic Power BI or reporting.

8 to 12 years in IT, with at least 3 years leading IT for a site or company. Bachelor's degree in Computer Science, Computer Engineering, Information Technology or Information Systems. ITIL 4 Foundation. CCNA or Fortinet certification (preferred). Must have: Network & firewall/VPN (FortiGate), Windows Server/AD/Entra ID, Microsoft 365, Oracle ERP support, ITSM & SLA management, asset/backup/security hygiene.

Lead and manage day-to-day IT operations across Al Faysal and Al Rammah in Kuwait, covering IT infrastructure, systems, vendors and service delivery. Coordinate key IT projects including Al Faysal migration to Oracle ERP and transition to a Group Managed Service Provider (MSP) model. Provide hands-on support for end-user, infrastructure and application issues; escalate as required. Manage firewalls, VPNs, switching, routing, Wi-Fi; administer Windows Server, Active Directory, Microsoft Entra ID; administer Microsoft 365 services; run IT asset management, backups and cybersecurity hygiene. Manage local IT vendors and contracts; act as local lead for MSP; monitor SLAs and drive improvements. Lead local delivery of IT projects and ERP migration, coordinate vendors, manage access and testing, post go-live support. Report IT performance, assets, risks and project status; ensure policy compliance and maintain IT documentation for Kuwait sites.