Technical Service Delivery Lead — ITIL & DevOps

TS; As Sudiyah; Presencial; OMR 12.000 - 24.000; Jornada completa

Descripción de la vacante

T&S for Human Capital Excellence in Oman is seeking a Technical Service Delivery Specialist to monitor and improve IT service performance across multiple teams. You will coordinate with Development, DevOps, QA, Infrastructure, DBA, and Cybersecurity to resolve incidents and drive continuous improvement.

The role requires a Bachelor's in CS/IT, 4–7 years in IT service delivery, strong ITIL understanding, and hands‑on experience with monitoring tools like Kibana or Grafana, Jira or ServiceNow.

Formación

• Bachelor's degree in Computer Science, IT, Software Engineering, or a related field.
• 4–7 years of experience in IT Service Delivery, Technical Support, Application Support, or IT Operations.
• Good understanding of ITIL, incident management, problem management, and change management.
• Experience coordinating technical teams and managing service performance.
• Basic understanding of applications, APIs, databases, cloud infrastructure, and DevOps practices.

Responsabilidades

• Monitor service performance and ensure compliance with agreed SLAs and KPIs.
• Coordinate with Development, DevOps, QA, Infrastructure, DBA, Cybersecurity, and other technical teams.
• Follow up on incidents, escalations, technical issues, and service requests until closure.
• Track recurring incidents and ensure root-cause analysis and corrective actions are completed.
• Coordinate releases and production changes, ensuring required approvals and testing are completed.
• Provide timely updates to business stakeholders on service issues, risks, and resolution progress.
• Prepare service performance reports and dashboards.
• Maintain technical documentation, runbooks, and known-error records.
• Identify opportunities to improve service availability, performance, and customer experience.
• Coordinate with vendors to resolve technical issues and meet service commitments.

Conocimientos

ITIL knowledge

Incident management

SLA monitoring

Log analysis

SQL

API knowledge

Kibana

Grafana

Cloud fundamentals

Educación

Bachelor's degree in Computer Science/IT/Software Engineering

ITIL 4 Foundation

Agile or Scrum certification

Cloud fundamentals certification (Azure/AWS/OCI)

Herramientas

Jira

ServiceNow

CI/CD basics

DevOps basics

Descripción del empleo

T&S for Human Capital Excellence in Oman is seeking a Technical Service Delivery Specialist to monitor and improve IT service performance across multiple teams. You will coordinate with Development, DevOps, QA, Infrastructure, DBA, and Cybersecurity to resolve incidents and drive continuous improvement.

The role requires a Bachelor's in CS/IT, 4–7 years in IT service delivery, strong ITIL understanding, and hands‑on experience with monitoring tools like Kibana or Grafana, Jira or ServiceNow.