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ZainTECH

Integrates ICT assets for digital solutions

Incident Manager

Full-TimeUpdated on 10/17/2026
No salary listed
Senior
New Cairo City, Cairo Governorate, Egypt
In Person
IT Operations

About the job

Requirements
  • At least 5 years of experience in IT operations, cloud, or infrastructure roles.
  • At least 2 years of experience in Incident or Major Incident Management.
  • Familiarity with monitoring, alerting, and logging tools.
  • A good understanding of infrastructure components, including compute, storage, networking, and identity and access management.
  • Ability to assess technical impact and prioritize incidents effectively.
  • Experience with ITSM tools such as ServiceNow, Jira, or Remedy.
  • Strong knowledge of ITIL Incident and Major Incident Management processes.
Responsibilities
  • Own and manage the full incident lifecycle from detection to closure.
  • Act as the central command point during major P1/P2 incidents.
  • Coordinate cross-functional cloud, network, infrastructure, and CSM teams.
  • Ensure timely incident triage, escalation, and resolution.
  • Lead incident bridges, war rooms, and crisis calls.
  • Ensure timely and accurate communication to stakeholders and leadership.
  • Track incidents against SLAs and ensure compliance with operational targets.
  • Drive root cause analysis and post-incident reviews.
  • Identify recurring issues and recommend preventive and corrective actions.
  • Maintain and improve incident management processes, playbooks, and runbooks.
  • Ensure proper documentation and ticket updates in ITSM tools.
  • Support audits, reporting, and service improvement initiatives.
Desired Qualifications
  • ITIL Foundation or ITIL Intermediate (Incident Management) certification is preferred.
  • Cloud certifications in AWS, Azure, or OCI are a plus.
  • Strong understanding of cloud platforms (AWS, Azure, and OCI) and private cloud operations.

About the company

Z

ZainTECH

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Website

ZainTECH provides integrated digital solutions for regional customers by combining Zain Group’s ICT assets into a single offering. It serves enterprises and governments in the MENA region with services across the ICT stack, including cloud, cybersecurity, modern infrastructure, data analytics, IoT, AI, smart cities, drones and robotics, and other emerging technologies. The company operates through Zain’s regional footprint in Kuwait, Saudi Arabia, Bahrain, Jordan, Iraq, and the UAE, leveraging its infrastructure and global reach to deliver managed solutions and centers of excellence. Its goal is to extend Zain’s telecom business beyond mobile services by building growth verticals in ICT and digital lifestyle, ultimately becoming a leading provider of digital and ICT services in the region.

Company Size

51-200

Company Stage

N/A

Total Funding

N/A

Headquarters

Dubai, United Arab Emirates

Founded

2021

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Simplify's Take

What believers are saying

  • ZainTECH revenue grew 24% year-over-year in H1 2026, per Zain Group disclosures.
  • July and August 2026 wins with Cohesity and Dubai Police deepen recurring managed-services demand.
  • AI-ready networking and sovereign cloud deals align with regional public-sector and regulated-enterprise budgets.

What critics are saying

  • Revenue depends on partner-led resale, especially Red Hat, Cohesity, and Nile, not proprietary software.
  • Workforce slipped to 2,675 by March 2026, signaling limited scale and retention pressure.
  • If Zain Group’s enterprise push stalls, ZainTECH becomes a services reseller with thin defenses.

What makes ZainTECH unique

  • ZainTECH unifies Zain Group’s regional cloud, security, AI, and managed services stack.
  • September 4, 2026 Red Hat Premier Partner status validates enterprise modernization credibility.
  • Regional sovereignty focus differentiates ZainTECH across Kuwait, Saudi Arabia, Bahrain, Jordan, and UAE.

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Benefits

  • Remote Work Options

Company News

CW Pakistan Media
Oct 17th, 2026
ZainTECH unifies regional operations and expands digital services across eight countries.

ZainTECH unifies regional operations and expands digital services across eight countries. ZainTECH, the integrated digital solutions arm of Zain Group, has updated its brand positioning to "What's next is now" as it brings its acquired businesses under a unified operating structure and expands its regional presence. The company said the change reflects its focus on delivering technology services and measurable business outcomes for enterprises and government organisations. Its operations now span eight countries, with services covering cloud computing, cybersecurity, data and artificial intelligence, digital solutions, modern infrastructure, drones and robotics. The company reports serving more than 1,600 organisations and government customers across the region. The consolidation brings STS Arabia, BIOS Middle East and Adfolks under the ZainTECH brand, aligning their capabilities within a single regional technology services business. The company said the integration is intended to provide customers with a more unified delivery model across its markets. ZainTECH has also launched operations in Egypt and invested in expanding its regional offices in the United Arab Emirates, Saudi Arabia, Kuwait, Jordan, Iraq and Bahrain. The expansion comes as businesses and public institutions increasingly rely on digital infrastructure, managed services and specialist technology support to modernise operations and respond to changing security and business requirements. ZainTECH's strategy is organised around three outcomes described in its Digital, Intelligent and Resilient framework. The digital component focuses on cloud services, connectivity, applications, infrastructure and automation to help organisations modernise their technology environments. The intelligent component centres on artificial intelligence, data and analytics, enabling organisations to convert information into insights that can support operational planning and decision-making. The resilience component includes cybersecurity, managed services and business continuity capabilities intended to help customers protect systems and maintain operations. By bringing these services together, ZainTECH aims to support organisations that want to manage multiple technology requirements through a coordinated service provider rather than separate vendors. Commenting on the brand evolution, ZainTECH CEO Andrew Hanna said the technologies shaping the future are already changing how businesses operate. He said the unified business brings together capabilities, expertise and regional reach to help customers act on these developments. The company's expansion into Egypt also reflects its expectations for demand in enterprise and government markets. ZainTECH's next phase will focus on delivering integrated digital services across its regional footprint, where organisations face growing requirements for secure infrastructure, data-driven decision-making and reliable technology operations. The company has not announced a specific financial target tied to the rebranding, but its consolidation and geographic expansion indicate a continued focus on scaling its enterprise technology services across the Middle East. Follow the SPIN IDG WhatsApp Channel for updates across the Smart Pakistan Insights Network covering all of Pakistan's technology ecosystem. Related topics.

ZainTECH
Oct 13th, 2026
Digital. Intelligent. Resilient.: ZainTECH evolves brand promise 'What's next is now' as it unifies operations and accelerates regional expansion.

Digital. Intelligent. Resilient.: ZainTECH evolves brand promise 'What's next is now' as it unifies operations and accelerates regional expansion. October 13, 2026 * All entities now operate under the unified ZainTECH brand delivering consistent and meaningful business outcomes to over 1600 organizations and government customers * Regional footprint expands to Egypt, building on significant investment to scale operations across UAE, KSA, Kuwait, Jordan, Iraq and Bahrain Dubai, UAE - October 13, 2026: To accelerate the next phase of its growth, ZainTECH, the integrated digital solutions arm of Zain Group, has evolved its brand promise to 'What's next is now,' reflecting the meaningful business outcomes it delivers to more than 1,600 organizations and government customers through its Digital. Intelligent. Resilient. framework. This evolution follows the unification of all acquired entities, namely STS Arabia, BIOS Middle East, and Adfolks under ZainTECH. This milestone marks the next stage in the company's evolution as a regional ICT partner for enterprises and governments, following a period of strategic growth and continued regional expansion, which has recently seen the launch of ZainTECH operations in Egypt. Furthermore, ZainTECH has invested in scaling up its UAE, KSA, Kuwait, Jordan, Iraq, and Bahrain regional offices to support the growing demand for its growth-enhancing and business-critical services. Today, ZainTECH's presence spans eight countries offering a unified and managed delivery model spanning cloud, cybersecurity, data and AI, digital solutions, modern infrastructure,and drones and robotics. The company enables organizations across the region to modernize with confidence, turn data and AI into actionable intelligence, and remain secure and resilient as change accelerates. "For years, organizations have talked about preparing for what comes next. Today, the technologies shaping that future are already transforming the way businesses operate," said Andrew Hanna, CEO of ZainTECH. "The evolution of ZainTECH brings together the capabilities, expertise and regional presence needed to help our customers act on those opportunities. Digital. Intelligent. Resilient. reflects the strategy we have been building and the outcomes we are focused on delivering for our customers. 'What's next is now' reflects our commitment to helping organizations move forward with confidence, turning technology into meaningful business outcomes." Mr. Hanna concluded, "Our expansion into Egypt is an important part of our growth journey, reflecting our confidence in the significant opportunities we see in the market across the enterprise and government sectors." At the heart of this proposition is ZainTECH's Digital. Intelligent. Resilient. framework, which brings its capabilities together around three core customer outcomes: * Digital: helping organizations modernize through cloud, infrastructure, connectivity, applications and automation. * Intelligent: using AI, data and analytics to convert information into actionable insights and enable better decision-making. * Resilient: strengthening business continuity and operational confidence through cybersecurity, managed services and resilient digital infrastructure. Together, these capabilities enable ZainTECH to deliver an integrated approach to digital modernization, combining technology, intelligence, and resilience to address the demands of an increasingly complex and always-on business environment. The ZainTECH website and channels bring this integrated proposition together in one digital experience. As it enters this next phase, ZainTECH remains focused on the outcomes it enables for customers, helping organizations across the region become more Digital, Intelligent, and Resilient - because what's next is Digital. What's next is Intelligent. What's next is Resilient. And what's next is now.

ZainTECH
Oct 4th, 2026
ZainTECH designs and operationalizes Al Liwan Group's cloud transformation journey.

ZainTECH designs and operationalizes Al Liwan Group's cloud transformation journey. October 4, 2026 * Strategic collaboration to establish a secure, scalable, and compliant Microsoft Azure environment * Partnership highlights ZainTECH's expertise in supporting organizations build resilient cloud environments tailored to their business and regulatory requirements Dubai - October 5, 2026: ZainTECH, the digital solutions arm of Zain Group, has been selected by Al Liwan Group, a next-generation financial services firm anchored in the Gulf, to design, deploy, and operationalize a secure Microsoft Azure Landing Zone that will accelerate the group's cloud transformation journey. As part of the strategic collaboration, ZainTECH will establish a scalable and compliant Microsoft Azure environment aligned with Microsoft's Cloud Adoption Framework (CAF) and Azure Enterprise-Scale Landing Zone architecture. The implementation will provide Al Liwan Group with a standardized cloud operating model designed to support current and future digital initiatives while strengthening security, governance, and operational resilience. The project will include the deployment of a multi-subscription Azure environment with centralized governance, hub-and-spoke networking, identity and access management, security controls, monitoring capabilities, and disaster recovery foundations. This approach will enable Al Liwan Group to adopt cloud services with greater agility while maintaining the governance and compliance standards required for modern digital operations. Shafik Khashouf, Chief Technology and Delivery Officer (CTDO) of ZainTECH, said: "Cloud transformation requires more than technology adoption; it requires a secure, governed, and scalable foundation that enables organizations to innovate with confidence. Through our collaboration with Al Liwan Group, we are helping establish a modern Azure environment that supports operational resilience, strengthens security, and provides the flexibility needed to support future digital initiatives." As organizations continue to accelerate cloud adoption, establishing a secure and well-governed cloud foundation has become essential to unlocking innovation, improving operational efficiency, and ensuring business continuity. Through its cloud expertise, cybersecurity capabilities, and regional delivery experience, ZainTECH supports organizations in building resilient cloud environments tailored to their business and regulatory requirements. Samson Giwa, Head of Technology at Al Liwan Group, said: "As organizations continue to embrace cloud technologies, having a secure and scalable foundation is essential to driving innovation while maintaining operational excellence. Our collaboration with ZainTECH enables us to strengthen our cloud capabilities through a well-governed Microsoft Azure environment that supports our evolving business needs, enhances resilience, and provides the flexibility required for future growth." The collaboration further strengthens ZainTECH's position as a trusted cloud transformation partner in the region, demonstrating its ability to deliver enterprise-scale Microsoft Azure solutions that combine cloud governance, cybersecurity, managed services, and industry-focused expertise. By enabling organizations to build secure and compliant cloud foundations, ZainTECH continues to support the region's digital transformation ambitions.

ZainTECH
Sep 4th, 2026
ZainTECH expands collaboration with Red Hat to accelerate cloud and IT modernization across the region.

ZainTECH expands collaboration with Red Hat to accelerate cloud and IT modernization across the region. September 4, 2026 * ZainTECH achieves Red Hat Premier Partner status and Red Hat Certified Cloud and Service Provider designation * Strengthening regional capabilities across cloud, application modernization and IT automation Riyadh, KSA - September 4, 2026: ZainTECH, the digital solutions arm of Zain Group, has expanded its collaboration with Red Hat, building on ZainTECH's achievement of Red Hat Premier Partner status and its designation as one of the only Red Hat Certified Cloud and Service Providers (CCSPs) in the region. Announced during LEAP in Riyadh, the expanded collaboration brings together Red Hat technologies, including Red Hat OpenShift, Red Hat Ansible Automation Platform, Red Hat Enterprise Linux and Red Hat OpenShift Virtualization, with ZainTECH's regional cloud, managed services, infrastructure and application modernization capabilities. The collaboration is designed to help organizations modernize applications and infrastructure, automate hybrid IT operations, and deploy cloud environments aligned with sovereignty, resilience and compliance requirements. "Organizations across the region are looking for practical pathways to modernize their technology environments while strengthening resilience, sovereignty and operational agility," said Andrew Hanna, CEO of ZainTECH. "Our expanded collaboration with Red Hat brings together open, scalable technologies with ZainTECH's regional cloud and managed services capabilities, enabling organizations to move from infrastructure modernization to measurable business outcomes. Our focus is on helping customers simplify complex environments, modernize applications and build the foundations needed for AI-driven operations." More on the collaboration As organizations across the region reassess legacy virtualization environments and modernize applications for cloud and AI workloads, ZainTECH will focus on four key transformation areas: supporting the transition from legacy virtualization platforms through Red Hat OpenShift Virtualization; enabling AI workloads through sovereign cloud environments; modernizing applications on Red Hat OpenShift; and automating IT operations using Red Hat Ansible Automation Platform. ZainTECH will combine these capabilities with its regional cloud infrastructure and managed services expertise to support organizations across the lifecycle of their modernization initiatives. ZainTECH Cloud can provide a regional cloud environment for Red Hat workloads and relevant independent software vendor solutions, while ZainTECH's broader technology capabilities span infrastructure, cloud, data, AI, cybersecurity and application modernization. The collaboration also supports ZainTECH's approach to delivering transformation outcomes through integrated professional and managed services, alongside co-selling opportunities with Red Hat. This enables customers to access technology, expertise and ongoing operational support through a more streamlined approach to modernization. The expanded collaboration builds on ZainTECH's regional capabilities and Red Hat expertise, supporting organizations as they navigate evolving infrastructure requirements, hybrid cloud environments and the growing demand for AI-ready platforms.

ZainTECH
Aug 19th, 2026
ZainTECH recognized by Dubai Police for delivering "Lost and Found" platform; collaboration extends to Agentic AI-powered services.

ZainTECH recognized by Dubai Police for delivering "Lost and Found" platform; collaboration extends to Agentic AI-powered services. - Certificate of Appreciation reaffirms ZainTECH's role as a trusted digital transformation partner delivering AI-driven, future-ready government services - Agentic AI represents the next evolution in digital services by enabling intelligent automation, enhancing citizen experience, and supporting informed decision-making Dubai - August 19, 2026: ZainTECH, the digital solutions arm of Zain Group, has been recognized by Dubai Police with a Certificate of Appreciation for the successful implementation and ongoing support of its Lost & Found platform. Building on this achievement, the collaboration is entering a new phase focused on introducing Agentic AI and intelligent automation capabilities to accelerate digital transformation and enhance public service delivery. The recognition reflects the successful delivery of the "Lost & Found platform", which has streamlined the management of lost property while improving operational efficiency and citizen experience. Since the platform's implementation, the collaboration has expanded across multiple Dubai Police departments, with ZainTECH supporting broader digital transformation initiatives through advanced technology solutions. As part of the next phase of the collaboration, ZainTECH will integrate Agentic AI capabilities into the "Lost & Found platform" to automate workflows, enhance decision-making, and improve service delivery. The collaboration will also explore broader opportunities to leverage artificial intelligence, intelligent automation, cloud technologies, and digital infrastructure to support Dubai Police's vision for smart, future-ready policing. As governments continue to accelerate AI adoption, intelligent automation is becoming an essential enabler of more efficient public services, improved decision-making, and enhanced citizen engagement. Through its expertise in artificial intelligence, cloud, cybersecurity, digital solutions, and managed services, ZainTECH supports government organizations in building secure, scalable, and intelligent digital ecosystems that deliver measurable operational outcomes. Andrew Hanna, CEO of ZainTECH, said: "This recognition reflects the strength of our collaboration with Dubai Police and our shared commitment to delivering technology that creates meaningful impact. As AI continues to reshape the public sector, Agentic AI represents the next evolution in digital services by enabling intelligent automation, streamlining complex processes, enhancing citizen experience, and supporting faster, more informed decision-making. We look forward to building on this successful collaboration and supporting Dubai Police in advancing the next generation of AI-powered public services." The collaboration further strengthens ZainTECH's position as a trusted digital transformation partner for government organizations across the region, demonstrating its ability to deliver mission-critical digital platforms while supporting customers throughout their innovation journey. By combining advanced AI capabilities with cloud, cybersecurity, managed services, and digital infrastructure expertise, ZainTECH continues to enable governments to build resilient, intelligent, and citizen-centric digital services.