• Own end-to-end order fulfillment lifecycle — from receipt and validation of customer orders to accurate entitlement creation and delivery across Flexera, NetSuite, and related platforms. • Serve as the senior escalation point for complex or high-value order discrepancies, driving resolution in collaboration with Sales, support and Product teams. • Ensure data integrity across Flexera ALM and secondary systems, proactively auditing entitlement records and correcting inconsistencies before they impact customers. • Lead quarterly-end surge operations, coordinating team resources and prioritization to meet strict SLA commitments during high-volume periods. • Act as a senior point of contact for enterprise customers on licensing, activation, and entitlement matters — delivering resolution within 24 hours and proactively communicating status on complex issues. • Translate intricate customer order requirements into precise software entitlement configurations, ensuring alignment between commercial terms and technical delivery. • Oversee license portal management including software updates, login troubleshooting, cloud platform access provisioning, and entitlement adjustments. • Partner with Customer Success and Support teams to ensure seamless, white-glove post-sales experience for enterprise and strategic accounts. • Identify, design, and implement scalable improvements to fulfillment workflows, reducing manual effort and error rates through automation and system enhancements. • Create, maintain, and govern comprehensive fulfillment work instruction documentation, ensuring team-wide consistency and audit readiness. • Lead cross-functional working groups with Product Management, IT, and Operations to prepare fulfillment infrastructure for new product launches. • Mentor and cross-train junior team members, building redundancy and capability across the fulfillment function. • Develop and present advanced operational dashboards and fulfillment reports to senior leadership — tracking KPIs such as order accuracy rates, cycle times, and SLA compliance. • Leverage Excel, Power BI, or similar tools to perform trend analysis, surface fulfillment bottlenecks, and recommend data-driven process improvements. • Drive strategic insights from activation data and customer usage patterns to support renewals, upsells, and proactive customer outreach.

• Drive efficiency and effectiveness of the incident management process • Develop and maintain the Incident Management System including: o Identifying all incidents o Matching incidents against incidents with workarounds in place o Resolving incidents as quickly as possible o Prioritizing incidents in terms of impact and urgency • Escalating incidents to other teams as necessary to ensure timely resolution • Monitor the performance of incident management processes and seek to continuously improve the process • Facilitate post mortem meetings and ensure that action items regarding Incident Management are effectively carried out • Ensure that incident details are accurately recorded in incident tracking system • Participate in regularly scheduled Disaster Recovery testing • Attend infrastructure and/or application turnover sessions to maintain an end to end understanding for incident resolution • Facilitate management teleconference bridges to determine business impact and decisions regarding next steps and provide regular incident notifications to impacted lines of business and IT Mgmt. • Update incident records with appropriate data including business impact, application affected and relevant details regarding incident resolution. • Understand regulatory impacts and reporting based on regulation requirements • To perform an analyze of IT incidents in order to proactively prevent the occurrence of further incidents and problems • To contribute to the development and revision of relevant policies, frameworks and processes • To communicate and manage expectations during incident resolution and act as a point of escalation • Ensure timely and appropriate communication with involved parties • Be the focal point for all incident management issues • To provide relevant and useful management information • Ensure effective communication to work collaboratively with relevant parts of the business, and ensure knowledge and best practices are shared to optimize performance • Ensure that major incidents and planned/proactive tasks are correctly prioritized and delivered in accordance with those priorities • Lead the investigation of incidents through proactive trend analysis and monitoring • Contribute to the development of the service management tool • Contribute to the design and implement appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis

Lead data operations by monitoring workflows, resolving issues, and enhancing processes through automation. Collaborate with teams to ensure data quality and provide hands-on technical leadership while coaching the operations team.

About Jeeny: Jeeny is a leading ride-hailing platform that strives to revolutionize daily commuting and transportation. Our app connects users with their preferred modes of transportation, making mobility accessible, convenient, and affordable for all. We are a joint venture between MEIG (Middle East Internet Group), Rocket Internet, and IMENA. Since our inception, we have grown exponentially and currently operate in Saudi Arabia and Jordan. At Jeeny, we value innovation, teamwork, and a passion for delivering exceptional user experiences. Join us in our mission to transform the transportation landscape. About the Role: The Senior Analyst - Operations is a key contributor to optimizing the performance of our ride-hailing operations. This role involves analyzing driver and rider data, enhancing operational processes, and supporting strategies to improve service quality, efficiency, and user satisfaction. Responsibilities: - Data Analysis: Collect, process and analyse data related to various aspects of operational initiatives and growth. - Performance monitoring: Develop and maintain key performance indicators (KPIs) and dashboards (where needed) to track performance of our fleet across KSA, providing meaningful insights. - Forecasting: Utilize historical data and statistical modelling to generate predictions and forecasts of proposed initiatives. - Data integrity: Ensure accuracy, completeness, and accuracy of data for analysis and reporting in daily/weekly trackers. - Ad hoc analysis: Perform ad hoc analysis as and when requested by management & leadership team.