ITIL Change & Problem Lead — NOC (Remote)

Welvaart; Riyadh; On-site; SAR 250,000 - 450,000; Full time

Job summary

Welvaart is seeking an experienced ITIL-based governance leader to establish structured incident, problem, and change management. The role emphasizes war-room coordination, RCA for recurring issues, and maintaining the Known Error Database to improve operational efficiency.

You will drive KPI development, ensure SLA/OLA compliance, and coach teams on ITIL practices. This position is Riyadh-based with a rotational work pattern across locations.

Qualifications

• Bachelor's degree in IT, Engineering, or related field.
• ITIL v3/v4 certification (mandatory).
• 8+ years of experience in Service Management, NOC, or IT operations.
• Strong experience in Incident, Problem, and Change Management processes.
• Proven experience leading major incident management (war rooms, escalations).
• Experience with ITSM tools (ServiceNow, Remedy, BMC).
• Strong analytical skills for RCA and trend analysis.
• Ability to define and enforce governance frameworks and KPIs.
• Experience working in telco or large-scale operations environments.
• Excellent communication and stakeholder management skills.

Responsibilities

• Define and enforce Incident, Problem, and Change Management processes aligned with ITIL best practices.
• Lead major incident management activities, including war-room coordination and stakeholder communication.
• Conduct structured Root Cause Analysis (RCA) for recurring issues.
• Manage and maintain Known Error Database (KEDB).
• Analyze incident trends to identify systemic issues and improvement opportunities.
• Ensure proper prioritization, categorization, and resolution tracking of incidents.
• Oversee change approval processes and risk assessment frameworks.
• Coordinate cross-functional teams to ensure adherence to governance processes.
• Establish KPIs and metrics for service quality and operational performance.
• Drive continuous service improvement (CSI) initiatives across NOC operations.
• Ensure compliance with SLA/OLA targets and reporting requirements.
• Provide training and coaching on ITIL practices to operational teams.

Skills

Incident Mgmt

Problem Mgmt

Change Mgmt

ITIL

NOC

RCA

KEDB

Stakeholder Mgmt

SLA/OLA

ITSM Tools

Education

Bachelor's degree in IT/Engineering/Related field

Tools

ServiceNow

Remedy

BMC

Job description

Welvaart is seeking an experienced ITIL-based governance leader to establish structured incident, problem, and change management. The role emphasizes war-room coordination, RCA for recurring issues, and maintaining the Known Error Database to improve operational efficiency.

You will drive KPI development, ensure SLA/OLA compliance, and coach teams on ITIL practices. This position is Riyadh-based with a rotational work pattern across locations.