Senior IT Managed Services Specialist

We are looking for an experienced Senior IT Managed Services Specialist to oversee IT service operations, manage service requests and incidents, monitor service performance, and ensure compliance with Service Level Agreements (SLAs). The ideal candidate will have strong experience in managed services, operational reporting, performance monitoring, and working with Oracle and SQL databases.

Key Responsibilities

Manage and monitor the full lifecycle of IT service requests, incidents, and problems.

Ensure compliance with SLAs, operational procedures, and service delivery standards.

Monitor and analyze service performance indicators and KPIs, identify trends, and recommend improvements.

Prepare periodic operational reports, performance dashboards, and management updates.

Coordinate with technical teams, stakeholders, and beneficiary entities to ensure 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 accurate service documentation and ensure adherence to approved processes.

Support the operation and monitoring of IT systems and services involving Oracle and SQL databases.

Contribute to continuous improvement initiatives to enhance service quality and operational efficiency.

Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.

Minimum 5 years of practical experience in managed services, IT service operations, or IT systems support.

Strong experience in service request management, incident management, and problem management.

Practical experience in SLA monitoring, KPI analysis, service reporting, and escalation management.

Experience coordinating with technical teams, stakeholders, and business users.

Experience working with Oracle and SQL databases.

Strong analytical, communication, organizational, and problem-solving skills.

Ability to manage priorities, handle escalations, and monitor multiple service activities simultaneously.

Previous experience in Saudi government projects, particularly labor-sector systems and services, is highly preferred.