ICT Operations & Technical Support Director

📍 Job Overview

• Job Title: ICT Operations & Technical Support Director
• Company: CREDIT GUARANTEE COMPANY S.A.E
• Location: Egypt
• Job Type: On-site
• Category: Director of IT Operations & Technical Support
• Date Posted: April 11, 2025
• Experience Level: 10+ years

🚀 Role Summary

• Strategic Leadership: Develop and execute IT operations & technical support domains strategy to drive business growth and scalability.
• Technical Infrastructure Management: Oversee all technical systems and software applications, ensuring maximum uptime, performance, and regulatory compliance.
• Team Management & Development: Hire, train, and develop technical and operational teams, fostering a high-performing culture focused on continuous improvement.
• Cross-Functional Collaboration: Work closely with various teams to ensure technical solutions align with business needs and deliver high-quality service.
• Vendor Management & Budgeting: Manage relationships with IT vendors, develop and manage IT budgets related to Ops & technical support, and respond to audit inquiries.

📝 Enhancement Note: This role requires a strong strategic mindset, combined with deep technical expertise and a proven track record in managing diverse teams and complex IT environments.

💻 Primary Responsibilities

• Strategic Planning & Execution:

  • Develop and implement IT operations & technical support domains strategy.
  • Explore new operational strategies to help the company scale and grow.
  • Stay aware of new market technologies and initiatives to improve processes & operations.

• Technical Infrastructure Management:

  • Oversee all technical systems and software applications of the organization.
  • Ensure that operational procedures are up-to-date with industry best practices and regulations.
  • Ensure technical infrastructure is compliant with relevant regulations and standards.

• Team Management & Development:

  • Hire, train, and develop the technical and operational teams.
  • Develop KPIs and monitor & evaluate team performance.
  • Foster a culture of continuous learning and improvement.

• Cross-Functional Collaboration:

  • Collaborate with cross-functional teams to ensure technical solutions are effectively delivered and aligned with business needs.
  • Monitor IT key performance metrics and make recommendations for improvement.

• Vendor Management & Budgeting:

  • Manage and maintain relationships with IT vendors.
  • Develop and manage IT budgets related to Ops & technical support.
  • Respond to audit inquiries from internal, external auditors & ICT governance.

🎓 Skills & Qualifications

Education:

• Bachelor of Communication Engineering, Computer Science, or related field.
• MBA (preferred).

Experience:

• A minimum of 15 years of experience managing diverse teams.
• Proven experience in technology platforms, infrastructure management, and IT operations.

Required Skills:

• Strong knowledge of ITIL, TOGAF, and COBIT IT governance framework.
• Proven leadership and team management skills.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving skills.
• Experience in budgeting and vendor management.
• Comfortable working in a fast-paced and continuously changing environment.

Preferred Skills:

• Experience in a similar role within the financial services industry.
• Familiarity with credit guarantee systems and processes.
• Knowledge of Egyptian regulatory environment for financial services.

📊 Web Portfolio & Project Requirements

• Portfolio Essentials:

  • Demonstrate successful IT operations & technical support strategies implemented in previous roles.
  • Showcase team management and development initiatives, including KPIs and performance metrics.
  • Highlight cross-functional collaboration projects that delivered significant business impact.

• Technical Documentation:

  • Provide detailed documentation of IT infrastructure, including system architecture, network diagrams, and software applications.
  • Include process documentation, standard operating procedures, and disaster recovery plans.
  • Demonstrate experience with IT governance frameworks, such as ITIL, TOGAF, and COBIT.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Egypt is typically between EGP 500,000 and EGP 800,000 per annum, depending on experience and qualifications. This estimate is based on market research and industry standards for similar roles in the region.

Benefits:

• Competitive salary package.
• Performance-based bonuses.
• Health insurance and other employee benefits.
• Opportunities for professional development and training.
• A dynamic and challenging work environment.

Working Hours: Full-time position with standard office hours, Monday to Friday. Flexibility may be required to support maintenance windows and project deadlines.

📝 Enhancement Note: The provided salary range is an estimate based on market research and may vary depending on the candidate's experience, qualifications, and the company's final assessment.

🎯 Team & Company Context

🏢 Company Culture

Industry: The company operates in the financial services industry, specifically in credit guarantee systems and processes.

Company Size: CREDIT GUARANTEE COMPANY S.A.E is a mid-sized organization, with a team of approximately 200 employees. This size allows for a relatively flat hierarchy and opportunities for cross-functional collaboration.

Founded: The company was founded in 2001 and has since established itself as a key player in the Egyptian credit guarantee market.

Team Structure:

• The IT department consists of multiple teams, including IT Operations, Technical Support, Software Development, and Infrastructure Management.
• The IT Operations & Technical Support Director will oversee the IT Operations and Technical Support teams, working closely with the CIO and other senior stakeholders.

Development Methodology:

• The company follows Agile methodologies for software development, with a focus on iterative improvement and continuous delivery.
• IT operations and technical support processes are based on ITIL best practices, ensuring consistent and high-quality service delivery.

Company Website: www.cgcegypt.com

📝 Enhancement Note: The company's focus on IT governance and process improvement creates an environment that values structured problem-solving and continuous learning.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a senior leadership position, responsible for driving the company's IT operations and technical support strategy. The ideal candidate will have a proven track record in managing diverse teams and complex IT environments, with a strong strategic mindset and deep technical expertise.

Reporting Structure: The ICT Operations & Technical Support Director reports directly to the CIO and works closely with various teams, including Software Development, Infrastructure Management, and other senior stakeholders.

Technical Impact: This role has a significant impact on the company's overall IT strategy, ensuring that technical infrastructure meets business needs and delivers high-quality service. The successful candidate will play a crucial role in driving the company's growth and scalability.

Growth Opportunities:

• Career Progression: This role offers the opportunity to grow into a CIO or similar senior leadership position within the company or the broader financial services industry.
• Technical Skill Development: The role provides exposure to various IT operations and technical support domains, allowing the candidate to develop their skills and expertise in these areas.
• Leadership Development: The role offers the opportunity to develop and refine leadership skills, working with diverse teams and stakeholders to drive strategic initiatives.

📝 Enhancement Note: The company's focus on process improvement and continuous learning creates an environment that supports career growth and technical skill development.

🌐 Work Environment

Office Type: The company operates a modern, professional office environment with a collaborative workspace designed to foster cross-functional teamwork and innovation.

Office Location(s): The company's headquarters are located in Cairo, Egypt, with additional offices in other major cities across the country.

Workspace Context:

• Collaborative Workspace: The office features open-plan workspaces, encouraging collaboration and communication between teams.
• Technical Infrastructure: The office is equipped with state-of-the-art technology, including high-speed internet, multiple monitors, and specialized software tools.
• Work-Life Balance: The company promotes a healthy work-life balance, with flexible working hours and remote work options available for eligible employees.

Work Schedule: The standard workweek is Monday to Friday, with standard office hours. Flexibility may be required to support maintenance windows, project deadlines, and on-call rotations.

📝 Enhancement Note: The company's focus on collaboration and innovation creates a dynamic and engaging work environment that supports the growth and development of its employees.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to assess communication skills, cultural fit, and initial qualifications.
2. Technical Deep Dive: A detailed discussion of the candidate's technical expertise, experience, and strategic approach to IT operations and technical support.
3. Case Study Presentation: Candidates will be asked to present a case study demonstrating their ability to develop and execute a successful IT operations and technical support strategy.
4. Final Interview: A meeting with senior stakeholders to assess the candidate's fit for the role and the company's culture.

Portfolio Review Tips:

• Highlight successful IT operations and technical support strategies implemented in previous roles.
• Include metrics and performance indicators to demonstrate the impact of your initiatives.
• Showcase your ability to collaborate with cross-functional teams and deliver business value.

Technical Challenge Preparation:

• Brush up on your knowledge of ITIL, TOGAF, and COBIT IT governance frameworks.
• Prepare examples of your experience in team management, vendor management, and budgeting.
• Familiarize yourself with the company's industry and regulatory environment.

ATS Keywords: (Organized by category)

• IT Operations & Technical Support: ITIL, TOGAF, COBIT, IT governance, IT strategy, IT operations management, technical support, IT service management, IT infrastructure management.
• Team Management: Team leadership, team development, KPI development, performance monitoring, employee engagement, change management.
• Cross-Functional Collaboration: Stakeholder management, business alignment, project management, Agile methodologies, process improvement.
• Vendor Management & Budgeting: Vendor management, IT procurement, IT budgeting, IT cost management, IT audit, IT compliance.
• Industry & Regulatory Knowledge: Financial services industry, credit guarantee systems, Egyptian regulatory environment for financial services.

📝 Enhancement Note: The interview process is designed to assess the candidate's technical expertise, strategic mindset, and cultural fit, with a focus on their ability to drive the company's IT operations and technical support strategy.

🛠 Technology Stack & Web Infrastructure

IT Operations & Technical Support Tools:

• IT Service Management (ITSM) tools: ServiceNow, BMC Remedy, or similar.
• IT Infrastructure Library (ITIL) framework: ITIL v4, ITIL Foundation, or similar.
• Enterprise Architecture (EA) tools: TOGAF, ArchiMate, or similar.
• IT Governance frameworks: COBIT, ISO/IEC 27001, or similar.

Technical Infrastructure:

• Server platforms: Microsoft Windows Server, Linux (Red Hat, Ubuntu), or similar.
• Networking: Cisco, Juniper, or similar.
• Storage: EMC, NetApp, or similar.
• Databases: Microsoft SQL Server, Oracle, MySQL, or similar.

Software Development Tools:

• Programming languages: Java, C#, Python, or similar.
• Development environments: Eclipse, Visual Studio, or similar.
• Version control: Git, SVN, or similar.
• Continuous Integration/Continuous Deployment (CI/CD): Jenkins, Azure DevOps, or similar.

📝 Enhancement Note: The company's technology stack is designed to support its IT operations and technical support strategy, with a focus on industry-standard tools and best practices.

👥 Team Culture & Values

Web Development Values:

• Customer Focus: Deliver high-quality service that meets the needs of internal and external customers.
• Collaboration: Work closely with cross-functional teams to ensure technical solutions align with business needs.
• Continuous Improvement: Foster a culture of continuous learning and improvement, driven by data and customer feedback.
• Accountability: Take ownership of your responsibilities and hold yourself and your team accountable for delivering results.

Collaboration Style:

• Cross-Functional Collaboration: Work closely with various teams, including Software Development, Infrastructure Management, and other senior stakeholders.
• Agile Methodologies: Use Agile principles to drive iterative improvement and continuous delivery.
• Regular Communication: Maintain open lines of communication, both within the IT department and with other teams across the organization.

📝 Enhancement Note: The company's focus on customer focus, collaboration, continuous improvement, and accountability creates a dynamic and engaging work environment that supports the growth and development of its employees.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Regulatory Compliance: Ensure that the company's technical infrastructure meets all relevant regulatory requirements and standards.
• Scalability: Develop and implement strategies to support the company's growth and scalability.
• Process Improvement: Identify and implement opportunities for process improvement, driving efficiency and effectiveness.
• Vendor Management: Manage relationships with IT vendors, ensuring optimal service levels and cost-effectiveness.

Learning & Development Opportunities:

• ITIL, TOGAF, and COBIT Certification: Pursue certification in ITIL, TOGAF, and COBIT IT governance frameworks to enhance your knowledge and expertise.
• Industry Conferences & Events: Attend industry conferences and events to stay up-to-date with the latest trends and best practices in IT operations and technical support.
• Mentoring & Coaching: Seek mentoring and coaching opportunities to develop your leadership and technical skills.

📝 Enhancement Note: The company's focus on process improvement, continuous learning, and growth creates an environment that supports the development of its employees' technical and leadership skills.

💡 Interview Preparation

Technical Questions:

• IT Operations & Technical Support: Describe your experience with ITIL, TOGAF, and COBIT IT governance frameworks. How have you used these frameworks to drive IT operations and technical support strategy in previous roles?
• Team Management: How have you developed and managed high-performing IT operations and technical support teams in previous roles? What metrics have you used to monitor and evaluate team performance?
• Cross-Functional Collaboration: Describe your experience working with cross-functional teams to deliver business value. How have you ensured that technical solutions align with business needs and deliver high-quality service?

Company & Culture Questions:

• Company Culture: How do you see yourself fitting into the company's culture and contributing to its success?
• Industry & Regulatory Environment: How do you stay up-to-date with the latest trends and regulatory requirements in the financial services industry? How have you applied this knowledge in previous roles?

Portfolio Presentation Strategy:

• Strategy Development: Present a well-structured and comprehensive IT operations and technical support strategy, demonstrating your ability to develop and execute strategic initiatives.
• Case Study Presentation: Present a case study demonstrating your ability to develop and execute a successful IT operations and technical support strategy in a previous role.
• Q&A Session: Prepare for a Q&A session to address any questions or concerns about your application or the role.

📝 Enhancement Note: The interview process is designed to assess the candidate's technical expertise, strategic mindset, and cultural fit, with a focus on their ability to drive the company's IT operations and technical support strategy.

📌 Application Steps

To apply for this ICT Operations & Technical Support Director position:

1. Submit your application through the application link provided.
2. Resume Optimization: Tailor your resume to highlight your experience in IT operations, technical support, team management, and cross-functional collaboration. Include relevant keywords and metrics to demonstrate the impact of your initiatives.
3. Portfolio Preparation: Prepare a portfolio showcasing your successful IT operations and technical support strategies, including case studies, metrics, and performance indicators. Highlight your ability to collaborate with cross-functional teams and deliver business value.
4. Interview Preparation: Brush up on your knowledge of ITIL, TOGAF, and COBIT IT governance frameworks. Prepare examples of your experience in team management, vendor management, and budgeting. Familiarize yourself with the company's industry and regulatory environment.
5. Company Research: Research the company's history, culture, and values. Prepare questions to ask during the interview process to demonstrate your interest in the role and the organization.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.