Command Center Analyst
Job Description
Kitopi is the world’s leading tech-powered multi-brand restaurant. With a mission to satisfy the world’s appetite, Kitopi operates a portfolio of both invested and franchised F&B brands, serving as enablers in the food market by helping brands to grow and scale, both in the delivery and dine-in space.<p><br></p>Launched in Dubai, UAE in January 2018, Kitopi has grown to become one of the greatest success stories in the cloud kitchen and food tech space. In July 2021, Kitopi announced its $415 million Series C funding round, led by the world’s largest technology-focused investment fund, Softbank Group Corp’s Vision Fund 2. This investment catapulted Kitopi to the prestigious Unicorn status, making it the fastest Unicorn to have emerged from the MENA region.<p><br></p>As a leading food-tech business, Kitopi’s growth has been largely fueled by its innovative and scalable software solutions. Kitopi’s kitchens are powered by its proprietary Smart Kitchen Operating System (SKOS) – an in-house suite of applications that optimizes cloud kitchen operations in real-time. As part of its growth roadmap, technological innovation, data science, artificial intelligence, and robotics will take center stage as Kitopi continues to reinvent the food industry as we know it today.<p><br></p>With over 4,000 employees, Kitopi currently operates 200+ locations across the UAE, KSA, Kuwait, Bahrain, and Qatar, and runs its engineering hub in Krakow, Poland, its robotics hub in Denmark, and its global customer experience center in Dubai, UAE.<p><br></p>The <strong>Command Center Analyst </strong>is responsible for keeping an eye on Global Kitopi ops. We require those with keen eyes and extreme curiosity mixed with process understanding and analytical brains. As a Command Center Analyst, you will be building workflow automation and reporting across our operations. Qualified candidates are independent self-starters who are good with people & thrive in a fast-paced, scrappy & results-focused environment. Leadership, motivation, and organization are some of the key traits that you exemplify.<p><br></p>Your goal is to automate everything! You should be able to take the problems of the Command Center and use speedy automation and reporting to help the speedy closure and documentation of any incidents.<p><br></p><strong>What You’ll Do</strong><p><br></p><ul><li>Execute all aspects of the day to day functions of the Command Center</li><li>Reporting and notifications; using multi-channel communications; providing interface during critical and non-critical emergency events from report to resolution. In addition providing constant information updates wherever applicable in an effort to ensure situation, events, and incidents are resolved in an appropriate manner</li><li>Experience in building and designing a ticketing system according to company’s need and streamline the requests to it (preferable OpsGenie).</li><li>Build workflow automation and process maps</li><li>Build reporting dashboards (experience with Looker is valuable)</li><li>Quite simply, do whatever it takes to make sure our operations are smooth — some days, this may mean analyzing data, & other days, it may mean coordinating with multiple teams.</li></ul><p><br></p><strong>What Are We Looking For?</strong><p><br></p><ul><li>2+ years of direct, hands-on management of all functions involved in tech support experience</li><li>Workflow / Analytics specialist</li><li>Experience in working with SaaS business models and products.</li><li>Excellent problem-solving skills (ability to diagnose and troubleshoot basic technical issues).</li><li>Demonstrated ability to work well in a fast-paced, team-oriented environment and thrive on challenges.</li><li>Attention to detail.</li><li>Logical thinking.</li><li>Expert governance and stakeholder management skills.</li><li>Interpersonal skills needed for communication with colleagues and teams.</li><li>The ability to prioritise your workload.</li><li>The capacity to clearly explain a technical problem to a dedicated team.</li><li>Outstanding listening and questioning skills.</li></ul><p><br></p><strong>Recruitment Process and Timeline</strong><p><br></p>First, you apply and let our recruiters review your profile. After reviewing, you will receive a link to book a meeting with a recruiter at your convenience to share more about yourself and for us to get to know you better. If you have been shortlisted, you will have the opportunity to meet our hiring managers. Depending on the scope of the role and the function, you may need to attend 2-3 rounds (which might include case study, role-play, trial, or live coding – this will be communicated to you in the initial conversation). Upon successful completion, your recruiter will get in touch with you to discuss the offer. We aim to take you through this process within 2-3 weeks.<p><br></p><strong>Benefits</strong><p><br></p><ul><li> Extensive learning opportunities – we offer many hard and soft skills training to help you improve and challenge yourself</li><li> You’ll be involved in customized workshops run by Kitopi Academy</li><li> You’ll have a chance to work in an international, diverse, and inclusive environment</li><li> You’ll be part of one of the most caring communities out there.</li><li> Finding a chance to become a shareowner with our ESOP plan (T&C Applies)</li><li> Free and unlimited access to a nutritionist because we care about you</li><li> No Dress Code! (T&C Applies)</li><li> Extended maternity and parental leave</li><li> The infamous team activities and social events are bursting with fun</li><li> Inclusive Private Health Insurance</li><li> Up to 50% discount from Kitopi brands</li><li> Annual leave as per the company policy</li></ul><p><br></p><strong>So, what does it really mean to work at Kitopi?</strong><p><br></p>We are constantly striving to make Kitopi the best place to work in the world, by empowering you to be the best version of yourself every day. Our company values act as our guiding principles to help ensure that everyone feels safe, included, and like they truly belong.<p><br></p>Kitopi is an equal-opportunity employer. While we currently operate in 6 countries, we are over 70 different nationalities of talented Kitopians. We celebrate our rich diverse backgrounds, lifestyles, and cultures and have a 0 tolerance policy towards racism, bigotry, and hate. Please apply if you see a position that makes your heart skip a beat and help us build a company that we’re all proud to work for.<p><br></p>Along with offices in all the markets we operate in, we also believe in a “work from anywhere” policy – you get to choose the environment you operate in because we believe this will help you deliver work you’re proud of.<p><br></p>Tech-enabled and customer-obsessed, at Kitopi, we are a team of passionate humans who are on a mission together to satisfy the world’s appetite.
