16111 - Technician – IT Service Management

ParamInfo; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

ParamInfo in Dubai is seeking an ITSM specialist to support incident, problem, change and configuration management in a staff augmentation model. You will manage day-to-day ITSM activities, track SLAs and KPIs, and coordinate with internal teams and vendors to ensure service quality.

The role focuses on governance, documentation, data quality and continuous improvement of IT service management aligned with ITIL practices. 24x7 coverage and on-call readiness are required.

Qualifications

• ITSM-related technical knowledge and governance experience.
• Ability to coordinate incident, problem, change and configuration activities.
• Experience with service-level and KPI reporting and root-cause analysis.

Responsibilities

• Execute and coordinate ITSM processes per approved procedures.
• Manage day-to-day ITSM activities, queues, reviews and escalations.
• Monitor SLA/KPI performance and coordinate corrective actions.
• Coordinate internal teams, service owners and vendors to resolve issues.
• Maintain ITSM policies, documentation and data quality.
• Support governance, compliance and reporting activities.
• Provide training and guidance on ITSM practices.

Skills

Technician – IT Service Management

ITSM tool

Operational service management

SLA and KPI governance

Cross-team coordination

ITSM tool and data quality

Policies and process documentation

Governance and compliance

Problem management and RCA

Performance analysis and reporting

Change management support

Business and service alignment

Job description

Job Location: Dubai

Job Description:

Scope purpose: Support the implementation, operation, maintenance and continual improvement of IT service-management processes to promote efficient, reliable and well-governed IT services aligned with company procedures and ITIL practices.

Operating model: Staff augmentation under company day-to-day direction, working across internal IT teams, service owners and vendors. Process ownership and approval authority remain with company unless expressly delegated.

Coverage: 24×7 shift coverage or business-hours coverage with an after-hours on-call roster, as assigned by company for the relevant demand.

Headcount: Refer to the consolidated Headcount Allocation sheet when issued.

Key Responsibilities:

ITSM-01 – ITSM process execution

Key responsibility: Execute and coordinate assigned Incident, Problem, Change and Configuration Management activities in accordance with approved processes, roles and controls.

Scope notes: Process ownership and final approvals remain with authorized company roles.

ITSM-02 – Operational service management

Key responsibility: Manage assigned day-to-day ITSM activities, queues, reviews, follow-ups and escalations to support compliance with defined service levels and operational targets.

Scope notes: Maintain clear ownership and status of open actions.

ITSM-03 – SLA and KPI governance

Key responsibility: Monitor SLA and KPI performance, identify actual or potential breaches, validate supporting data and coordinate timely corrective or recovery actions.

Scope notes: Escalate material breaches and recurring trends.

Key responsibility: Coordinate internal teams, service owners and vendors to resolve service issues, remove operational blockers and maintain effective stakeholder communication.

Scope notes: Use approved escalation paths and governance forums.

ITSM-05 – ITSM tool and data quality

Key responsibility: Monitor effective use of the approved ITSM platform and ensure records are complete, accurate, timely and suitable for operational reporting and audit.

Scope notes: Report tool defects separately from user or process non-compliance.

ITSM-06 – Policies and process documentation

Key responsibility: Develop and maintain assigned ITSM policies, procedures, workflows, operating instructions, templates and control evidence under company review and approval.

Scope notes: Keep documentation version-controlled and current.

ITSM-07 – Governance and compliance

Key responsibility: Support compliance with IT governance, information-security standards, regulatory requirements and approved service-management controls.

Scope notes: Identify and upscale control gaps or non-compliance.

ITSM-08 – Performance analysis and reporting

Key responsibility: Analyze service-performance data and prepare accurate periodic dashboards, reports, trends and management insights.

Scope notes: Document data sources, definitions and material assumptions.

ITSM-09 – Problem management and RCA

Key responsibility: Facilitate root-cause analysis for recurring or significant incidents, track known errors and corrective actions, and follow actions through to verified closure.

Scope notes: RCA ownership remains with the accountable technical or service owner.

ITSM-10 – Change management support

Key responsibility: Support change assessment, scheduling, risk and impact analysis, approvals, implementation coordination, post-implementation review and change-record quality.

Scope notes: Do not approve or implement unauthorized changes.

ITSM-11 – Training and guidance

Key responsibility: Provide practical training and guidance to IT teams and vendors on approved ITSM processes, tool usage, role responsibilities and ITIL-aligned practices.

Scope notes: Maintain training materials and attendance evidence where required.

ITSM-12 – Business and service alignment

Key responsibility: Collaborate with stakeholders and service owners to understand business requirements and align operational service-management activities with agreed service outcomes.

Scope notes: Escalate scope, ownership or priority conflicts.

Key responsibility: Maintain the IT service catalogue, service definitions, ownership, support information, dependencies and agreed attributes under the approved governance process.

Scope notes: Coordinate periodic review and validation with service owners.

ITSM-14 – Configuration control

Key responsibility: Act as Configuration Controller by maintaining configuration-item standards, records, relationships, baselines, status and lifecycle accuracy in the CMDB.

Scope notes: Ensure configuration updates are authorized and traceable.

ITSM-15 – CMDB audit and reconciliation

Key responsibility: Perform CMDB audits, discovery-to-CMDB reconciliation and data-quality checks; verify authorized updates; report exceptions; and coordinate corrective actions with accountable owners.

Scope notes: Track completeness, correctness, compliance and reconciliation outcomes.

Key responsibility: Maintain and progress improvement opportunities based on feedback, audit findings, service-performance trends, recurring issues and process assessments.

Scope notes: Define benefits, owners, priorities and measurable outcomes.

ITSM-17 – Critical escalation and on-call support

Key responsibility: Escalate critical service-management issues promptly, support timely resolution and participate in assigned 24×7 shifts or after-hours on-call coverage.

Scope notes: Follow the assigned roster and critical-incident communication process.

Required Skills

Skill

Years

Months

• Technician – IT Service Management 5 0


• ITSM tool 5 0


• Operational service management 5 0


• SLA and KPI governance 5 0


• Cross-team coordination 5 0


• ITSM tool and data quality 5 0


• Policies and process documentation 5 0


• Governance and compliance 5 0


• Problem management and RCA 5 0


• Performance analysis and reporting 5 0


• Change management support 5 0


• Business and service alignment 5 0