ICT SOC Principal Expert

Confidential; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading technology organization in Riyadh is seeking an expert to transform service operations through AI-enabled monitoring and incident management. This role is crucial for establishing real-time visibility across network elements and overseeing digital transformation initiatives. Key responsibilities include enabling end-to-end service monitoring, leading incident analysis, and managing stakeholder governance. Ideal candidates will have expertise in AI solutions and a strong understanding of network and IT operations.

Responsibilities

• Enable and govern realtime E2E service monitoring across multiple layers and domains.
• Lead advanced RCA for major incidents and complex service degradations.
• Act as the operational owner of SOC digital transformation.
• Assess real time and E2E service impact of network, IT, cloud, and application changes.
• Govern MSPs and vendors with real time SLA and service quality visibility.

Job description

This role is central to transforming operations from fragmented, reactive monitoring into a service centric, AI driven, realtime digital operations model, ensuring continuous visibility and proactive control from network elements and access layers through core networks, IT platforms, applications, and performance systems.

Job Responsibility

AI Enabled Real Time End-to-End Service Monitoring

• Enable and govern realtime E2E service monitoring across multiple layers and domains, including:
• Mobile & Fixed access networks
• Transport and core networks
• IT infrastructure, data centers, and cloud platforms
• Applications, digital platforms, and enterprise ICT services
• OSS, NMS, ITSM, and performance management systems
• Adapt and operationalize AI based and smart monitoring solutions (ML correlation, anomaly detection, pattern recognition) to provide a single, realtime service health view.
• Design and maintain digital service models and topologies that accurately represent customer journeys and business services.
• Detect early warning signals and service degradations before customer impact.

Advanced Incident Management & Multi Domain Root Cause Analysis

• Lead advanced RCA for major incidents and complex service degradations across Telecom, IT, and ICT environments.
• Utilize AI driven insights and cross-domain correlation to distinguish true root causes from symptoms.
• Drive cross functional RCA workshops and ensure closure through corrective and preventive actions.

Digital Transformation, AIOps & Smart Automation

• Act as the operational owner of SOC digital transformation, enabling AI-assisted monitoring, prediction, and automation.
• Support adoption of AIOps, closed-loop assurance, and intelligent automation to reduce MTTR and operational risk.
• Ensure continuous learning loops where incidents and performance data enhance AI models and automation rules.

Change, Risk & Service Stability Governance

• Assess real time and E2E service impact of network, IT, cloud, and application changes.
• Identify hidden cross domain risks not visible through traditional monitoring.
• Support BCP/DR and major outage readiness across network and IT services.
• Prepare high quality executive dashboards and presentations showing realtime service health, risks, and predictive insights.
• Translate complex AI driven and operational data into clear, decision ready recommendations for senior leadership.
• Support leadership during major incidents with structured, confident communication.

Stakeholder & MSP Governance

• Govern MSPs and vendors across network, IT, and ICT operations with real time SLA and service quality visibility.
• Act as a central coordination point between SOC, IT Operations, Engineering, and Business Units.