SLA Engineer (Operations Support)
Role Overview
The SLA Engineer will manage and monitor SLA performance for IT services, ensuring transparent governance, compliance reporting, and continuous improvement of service delivery against agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and operational KPIs.
Key Skills for This Role
Full Job Posting
Role Summary:
The SLA Engineer will manage and monitor SLA performance for IT services, ensuring transparent governance, compliance reporting, and continuous improvement of service delivery against agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and operational KPIs.
Key Responsibilities:
- Own IT SLA management and governance for operational IT services
- Monitor, measure, and track service performance vs. agreed SLAs/OLAs and KPIs
- Produce quality weekly/monthly performance reports, executive dashboards, and scorecards
- Identify service performance risks and coordinate corrective/preventive actions with relevant teams
- Support service review meetings, operating governance forums, and management reporting
- Maintain SLA/OLA/KPI documentation and ensure alignment to business objectives
- Monitor exceptions and proactively engage stakeholders to mitigate risks
- Analyze degradation trends and coordinate improvement plans with technical teams
- Ensure accuracy and integrity of performance data collected from ITSM and monitoring platforms
- Support Continuous Service Improvement (CSI) through service performance analysis
Skills & Experience Requirements:
- Minimum 5 years experience in IT Service Management and SLA Governance
- Strong knowledge of ITIL Service Level Management processes
- Experience in KPI development , reporting, and service performance analysis
- Strong stakeholder management and communication skills
- Experience in banking / highly regulated environments preferred
About TAWANTECH
Saudi private fintech services provider delivering system integration, payments, cloud, cybersecurity, and financial technology solutions to organizations.
Visit company websiteJobs and hiring trendsApply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at TAWANTECH
Nintex K2 Developer - BPM & Digital Process Automation (DPA)
Riyadh, KSA
Nintex K2 Developer - BPM & Digital Process Automation (DPA)
Riyadh, KSA
The employer is seeking a Senior Nintex K2 Developer to build and maintain BPM and digital process automation solutions. Candidates need at least five years of development experience and hands-on K2 expertise, including
Nintex K2 Developer - BPM & Digital Process Automation (DPA)
Riyadh, KSA
The employer is seeking a Senior Nintex K2 Developer to design, develop, and maintain BPM and digital process automation solutions. The role includes workflow development, integrations, customization, troubleshooting, an
Senior AI Solution Architect
Riyadh, KSA
TAWANTECH is seeking a Senior AI Solution Architect to design and deliver secure, scalable enterprise AI/ML solutions, including Generative AI, LLM, and RAG architectures. The role requires 8–10 years of relevant experie
Nintex K2 Developer - BPM & Digital Process Automation (DPA)
Riyadh, KSA
Nintex K2 Developer - BPM & Digital Process Automation (DPA)
Riyadh, KSA
Nintex K2 Developer - BPM & Digital Process Automation (DPA)
Riyadh, KSA
Cross Sell Performance Lead (6 months Period)
Riyadh, KSA
Java Developer - Banking Experience
Riyadh, KSA
Senior AI Solution Architect
Riyadh, KSA
Senior HAM Developer
Riyadh, KSA
Senior AI Solution Architect
Riyadh, KSA