IT Service Operations Engineer

Keeta; Kuwait City; On-site; KWD 18,000 - 30,000; Full time

Job summary

Keeta is seeking an experienced IT service manager to own onsite IT services across its offices, delivering desktop support, asset lifecycle management, and conference room/AV services in multiple countries.

You will define SLAs, leverage AI for ticket triage and trend analysis, and lead a multicultural on-site team to continually improve IT service experience and collaboration with product teams.

Qualifications

• Bachelor's degree or above, preferably in Computer Science, Information Technology, or related fields.
• 3+ years of experience in IT service management (ITSM, or onsite service operations); Global work experience preferred
• Fluent in English for effective day-to-day communication; Proficiency in Chinese or Arabic preferred
• Familiar with the processes and technologies of IT Helpdesk operations, IT asset management, and conference room operations
• Proficient in using AI tools (e.g., LLM-based assistants, automation platforms) to improve daily work efficiency and service delivery
• Excellent communication and team management skills, capable of working effectively in a multicultural environment
• Strong problem-solving skills, quick response capability, and cross-team project collaboration skills

Responsibilities

• Own the delivery of onsite IT services across Keeta's offices, including desktop support and IT asset lifecycle management.
• Define, track, and manage service SLAs; measure performance and drive improvements.
• Leverage AI to automate ticket triage, identify trends, and predict service risks.
• Identify service needs through interviews and ticket data analysis.
• Iterate service processes with AI and automation to improve IT and product experience.
• Pilot AI-powered service scenarios, like self-service and smart knowledge base.
• Manage service providers and onsite team, including workforce planning, training, and performance reviews.
• Build a high-performing onsite team and drive AI tool adoption.

Skills

Fluent in English

AI tools proficiency

Team management

Problem solving

Cross-cultural collaboration

Education

Bachelor's degree in CS/IT or related field

Tools

ITSM platforms

AI tools / LLM-based assistants

Job description

• Own the delivery of onsite IT services across Keeta's offices in relevant countries, including desktop support, IT asset lifecycle management, and public IT services (conference rooms, printers, AV, etc.)
• Ensure office IT systems and equipment are kept in optimal condition, with issues swiftly and effectively resolved

2. SLA & Quality Management

• Define, track, and manage service SLAs; measure performance on an ongoing basis and drive improvement projects to ensure delivery quality
• Leverage AI tools and data analysis to automate ticket triage, identify trends, and predict service risks, driving smarter and more efficient service operations

3. Service Experience Improvement

• Identify service needs and pain points through employee interviews and ticket data analysis
• Continuously optimize and iterate service processes by applying AI and automation, improving both IT service experience and product experience
• Explore and pilot AI-powered service scenarios (e.g., AI-assisted self-service, intelligent knowledge base, smart diagnosis) to enhance overall service efficiency
• Manage service providers and onsite team members, including workforce planning, recruitment, skills training, daily management, performance appraisal, and personnel development and replacement
• Build and scale a high-performing, service-oriented onsite team, fostering an AI-first mindset and driving AI tool adoption across the team

Job Requirements

• Bachelor's degree or above, preferably in Computer Science, Information Technology, or related fields
• 3+ years of experience in IT service management (ITSM, or onsite service operations); Global work experience preferred
• Fluent in English for effective day-to-day communication. Proficiency in Chinese or Arabic preferred
• Familiar with the processes and technologies of IT Helpdesk operations, IT asset management, and conference room operations
• Proficient in using AI tools (e.g., LLM-based assistants, automation platforms) to improve daily work efficiency and service delivery
• Excellent communication and team management skills, capable of working effectively in a multicultural environment
• Strong problem-solving skills, quick response capability, and cross-team project collaboration skills

Highlights

• Keeta is the international brand of Meituan, one of the world's largest tech-driven retail companies, with the mission "We help people eat better, live better". Following our successful launch in multiple international markets, Keeta is now rapidly expanding globally.
• As Meituan and Keeta continue to increase R&D investment and advance in AI and other new technologies, you will have the opportunity to reimagine traditional IT onsite services with AI — from intelligent ticketing to automated operations — and define the next-generation service model.
• This is a rare opportunity to build and lead the onsite IT service foundation for a fast-growing international business — you will shape the service model, the team, and the processes from an early stage.
• You will work in a multicultural, high-growth environment with direct visibility to business stakeholders and clear room for growth as the operation scales.