About the Job:
INSPIRE | EXHILARATE | DELIGHT
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For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.
Chalhoub Group is dedicated to shaping the future of luxury retail through constant innovation, embracing new technologies, and delivering seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Central to this effort is The Greenhouse, the Group’s innovation hub for startups and emerging businesses.
The company fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and has earned the Great Place to Work® certification in several markets. Sustainability is a core aspect of the Group's strategy, pledging to reach Net Zero by 2040 and being a member of the United Nations Global Compact.
Key Responsibilities:
- Operational Support & Incident Management: Respond to and resolve incidents and service requests. Escalate high-priority issues as needed. Assist in root cause analysis.
- Change & Release Support: Participate in application change and release activities, including documentation and validation.
- Service Monitoring & Reporting: Monitor application dashboards and alerts. Support reporting on ticket volumes and SLA compliance.
- Documentation & Knowledge Management: Maintain and update internal documentation, ensuring accuracy and accessibility.
- Vendor and Stakeholder Coordination: Coordinate with vendors and internal teams for incident resolution, maintaining clear communication with stakeholders.
- Continuous Learning & Improvement: Participate in training and contribute ideas for process improvements.
Required Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 1–3 years of experience in application support, IT service desk, or a similar role.
- Basic understanding of ITIL processes (certification is a plus).
- Familiarity with ticketing/ITSM tools (e.g., FreshService, ServiceNow, Jira).
- Strong verbal and written communication skills.
Preferred Qualifications:
- Exposure to enterprise applications (ERP, CRM, OMS, etc.).
- Basic understanding of SaaS/cloud environments.
- Experience in multi-vendor or cross-functional teams is a plus.
What We Offer:
Chalhoub Group provides a competitive benefits package that includes healthcare, child education contribution, remote and flexible working policies, and exclusive employee discounts. We invite all applicants to be part of our exciting future and ensure equal opportunity regardless of gender, age, race, religion, national origin, or disability status.
Language Requirements:
Strong verbal and written communication skills are essential.
