Who we are?
Americana Restaurants is a leading restaurant operator and food & beverage platform in the MENA region. With a legacy that dates back to 1964, we’ve grown to represent and manage some of the world’s most beloved restaurant brands—including KFC, Pizza Hut, Hardee’s, Krispy Kreme, and many more—across over 12 countries. Our commitment to operational excellence, innovation, and customer satisfaction continues to drive our growth and success in the region.
As we expand, we're looking for passionate professionals who thrive in fast-paced, dynamic environments. If you're driven by purpose and motivated to make an impact, we'd love to have you on our team.
Purpose of the role:
You are second in command of the L3 team. The point of the position is to take delivery, the vendor relationship and control governance, access control and audit. Own the NCR relationship at L3 level: the open cases, SLA performance, and escalating into NCR management when performance slips. Taking over store problems, Changes, new requirement & project technical preparation..
Key Responsibilities:
- Own the incoming L3 queue across all three areas - check cases against the entry criteria, take them on or send them back, then priorities and hand them out - so that work entering L3 is properly qualified and the boundary with the support tiers holds. Measured by how many cases the team takes on first time, and how many go back for something missing.
- Keep raising the standard of how the team works - root-cause discipline, permanent fixes rather than workarounds, the how-to library, and the quality of handovers back to L1 and L2 - so that the same faults stop coming back. Measured by how often the same faults return after handover, and how many problems end in a real fix rather than a workaround left running.
- Review anything done in an emergency outside the normal process and make sure it is logged as an exception and signed off afterwards, so that no settings are changed outside change control. Hold the line with the support tiers: L3 works on requests and does not absorb live store incidents, however much pressure there is on the day.
- Own the year’s launch plan - currently three to five brands - including sequencing, who works on what, readiness reviews and the close-support period after go-live. Sign off go-live within the limits the Manager - POS Engineering has set and escalate anything outside them, and hold the Senior POS Engineers to launch quality, stepping in when a launch starts drifting. Measured by launches going live on their dates with no serious configuration defects afterwards.
- Own the NCR relationship at L3 level - the open cases, SLA performance, and escalating into NCR management when performance slips - and own the version and upgrade roadmap for the estate, including pilots and the order markets are rolled out in. Measured by NCR SLA performance and how long cases sit open.
- Approve permanent-fix and workaround decisions, and approve closing problems and handing them back. Act as the escalation point when a whole brand or country is down, coordinating NCR while L2 keeps restoring service, so that wide-impact outages are driven with the vendor without L3 taking over the live incident.
Job Requirements:
Qualification: -
- Degree in a relevant subject. PMP or ITIL Intermediate is a plus.
Experience: -
- A minimum of 5 years of total experience, including at least 3 years or more in hospitality or retail POS technology, including supporting markets remotely; vendor management at contract and SLA level; and experience of working somewhere subject to external audit.
Job Specific Skills:
- Aloha CFC (NCR Voyix) at design and L3 level; problem management and permanent fixes; tender, EFT and tender-to-ERP mapping; CrunchTime integration; version and upgrade planning; change control and documentation that stands up to an auditor reading it.
Generic Skills:
- Prioritising between competing markets; escalating with a vendor without breaking the relationship; directing a small multi-hat team across time zones; developing people. Good English, Arabic is a plus.
