IT Managed Services Specialist
Role Overview
The full-time IT Managed Services Specialist supports daily IT service operations, manages service requests and incidents, and monitors service performance.
The role ensures compliance with service management procedures and SLAs and involves operational reporting and support for services involving Oracle and SQL databases.
Key Skills for This Role
Full Job Posting
Job summary
The full-time IT Managed Services Specialist supports daily IT service operations, manages service requests and incidents, and monitors service performance.
The role ensures compliance with service management procedures and SLAs and involves operational reporting and support for services involving Oracle and SQL databases.
Key responsibilities
- Receive, register, track, and follow up on service requests, incidents, and operational issues; monitor status and timely resolution under SLAs and procedures.
- Escalate unresolved or critical issues to relevant technical teams and follow up on pending requests through closure.
- Monitor service performance indicators and prepare operational updates and reports.
- Coordinate with technical teams, stakeholders, and beneficiary entities to support effective service delivery.
- Maintain accurate records of requests, incidents, resolutions, and escalations using ITSM tools and ticketing systems.
- Support operation and monitoring of IT systems and services involving Oracle and SQL databases.
- Follow approved procedures and contribute to service quality improvement initiatives.
Requirements
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
- 2–4 years of practical experience in managed services, IT service operations, or IT systems support.
- Understanding of service request management, incident tracking, and escalation procedures.
- Familiarity with SLA monitoring, service performance indicators, and operational reporting.
- Experience using ticketing systems or IT Service Management tools.
- Knowledge of Oracle and SQL databases is preferred.
- Good communication, organizational, teamwork, and follow-up skills; ability to manage multiple requests and maintain accurate service documentation.
- Previous experience in Saudi government projects, particularly labor-sector systems and services, is preferred.
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