Technical Service Delivery Specialist

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

At T&S, we empower organizations to navigate change with confidence by driving digital innovation. Our integrated solutions help clients stay at the forefront of today's competitive landscape. From business process optimization to talent development and learning services, we deliver comprehensive solutions designed to accelerate digital transformation and enable sustainable growth in a rapidly evolving market.

At T&S for Human Capital Excellence, we believe that knowledge is the cornerstone of success. Through our comprehensive training programs and professional development services, we empower individuals and teams with the skills required to excel in today's competitive business environment.

Aligned with the vision of the Kingdom of Saudi Arabia 2030, T&S for Human Capital Excellence specializes in developing human capital across diverse disciplines, skills, and sectors. We offer consulting, training, coaching, and mentoring solutions, focusing on building specialized leadership, administrative, and technical capabilities. Our goal is to enable organizations and individuals to perform at the highest standards and achieve measurable impact.

• Currently, we are on the lookout for a Technical Service Delivery Specialist as an outsourcing opportunity who can perform at the top of their game to join us and contribute to our success.

Key Responsibilities

• 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.

Required Qualifications and Experience

• 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.

Technical Skills

• SLA and KPI monitoring and reporting.
• Incident, problem, and release management.
• Application troubleshooting and log analysis.
• Basic SQL and API knowledge.
• Monitoring tools such as Kibana or Grafana.
• ITSM tools such as Jira or ServiceNow.
• Basic understanding of CI/CD and cloud environments.

Soft Skills

• Strong communication and coordination skills.
• Analytical thinking and problem-solving.
• Ownership and effective follow-up.
• Ability to prioritize based on business impact.
• Ability to work under pressure during critical incidents.
• Strong stakeholder management and reporting skills.

Preferred Certifications

• ITIL 4 Foundation.
• Agile or Scrum certification.
• Cloud fundamentals certification (Azure, AWS, or OCI).