Senior IT Managed Services Lead – SLA & Performance

700Apps; Riyadh; Presencial; SAR 240.000 - 360.000; Jornada completa

Descripción de la vacante

700Apps is seeking an experienced Senior IT Managed Services Specialist to oversee IT service operations, manage service requests and incidents, and ensure SLAs are met. The role emphasizes Oracle and SQL databases, operational reporting, and continuous improvement of service quality.

You will coordinate with technical teams and stakeholders to deliver timely resolutions, maintain service documentation, and monitor performance to drive efficiency.

Formación

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum 5 years of practical experience in managed services or IT service operations.
• Experience in service request, incident, and problem management.
• Experience with SLA monitoring, KPI analysis, and service reporting.
• Experience coordinating with technical teams, stakeholders, and business users.
• Experience working with Oracle and SQL databases.

Responsabilidades

• Manage and monitor the full lifecycle of IT service requests, incidents, and problems.
• Ensure compliance with SLAs, procedures, and service delivery standards.
• Monitor service performance indicators, identify trends, and recommend improvements.
• Prepare periodic operational reports, dashboards, and management updates.
• Coordinate with technical teams and stakeholders to ensure timely issue resolution.
• Monitor escalations and prioritize critical requests for resolution.
• Support the operation and monitoring of Oracle and SQL database environments.

Conocimientos

Managed services

Service requests

Incident management

Problem management

SLA monitoring

KPI analysis

Oracle databases

SQL databases

Stakeholder coordination

Analytical thinking

Educación

Bachelor's degree in Information Technology or related field

Descripción del empleo

700Apps is seeking an experienced Senior IT Managed Services Specialist to oversee IT service operations, manage service requests and incidents, and ensure SLAs are met. The role emphasizes Oracle and SQL databases, operational reporting, and continuous improvement of service quality.

You will coordinate with technical teams and stakeholders to deliver timely resolutions, maintain service documentation, and monitor performance to drive efficiency.