Senior IT Managed Services Specialist
Role Overview
Oversees IT service operations, service requests, incidents, performance monitoring, and SLA compliance.
The ideal candidate has managed services, operational reporting, performance monitoring, and Oracle and SQL database experience.
Key Skills for This Role
Full Job Posting
Role overview
Oversees IT service operations, service requests, incidents, performance monitoring, and SLA compliance.
The ideal candidate has managed services, operational reporting, performance monitoring, and Oracle and SQL database experience.
Key responsibilities
- Manage the lifecycle of IT service requests, incidents, and problems; ensure compliance with SLAs, procedures, and service delivery standards.
- Analyze service indicators and KPIs, identify trends, and recommend improvements; prepare periodic reports, dashboards, and management updates.
- Coordinate with technical teams, stakeholders, and beneficiary entities to support timely issue resolution and service delivery.
- Monitor escalations, prioritize critical requests, and follow up on outstanding issues.
- Identify recurring incidents and service bottlenecks, and support root cause analysis.
- Maintain service documentation and process adherence; support IT systems and services involving Oracle and SQL databases.
- Contribute to continuous improvement in service quality and operational efficiency.
Qualifications and experience
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
- At least five years of practical experience in managed services, IT service operations, or IT systems support.
- Experience in service request, incident, and problem management, as well as SLA monitoring, KPI analysis, service reporting, and escalation management.
- Experience coordinating with technical teams, stakeholders, and business users and working with Oracle and SQL databases.
- Strong analytical, communication, organizational, and problem-solving skills; able to manage priorities, escalations, and multiple service activities.
- Previous Saudi government project experience, particularly labor-sector systems and services, is highly preferred.
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