Senior IT Managed Services Specialist

700Apps; Riyadh; On-site; SAR 240,000 - 420,000; Full time

Job summary

700Apps is seeking an experienced Senior IT Managed Services Specialist to oversee IT service operations, manage service requests and incidents, and ensure SLA compliance. The role involves monitoring performance, reporting, and coordinating with technical teams on Oracle and SQL databases.

The ideal candidate has 5+ years in managed services, strong analytical and communication skills, and a track record in government labor-sector projects. Riyadh-based preferred.

Qualifications

• Bachelor's degree in IT or related field.
• 5+ years in managed services or IT operations.
• Experience with Oracle and SQL databases.
• Proven SLA monitoring and KPI analysis experience.
• Strong analytical, communication, and problem-solving skills.
• Experience in government labor-sector projects preferred.
• Ability to manage multiple service activities and escalations.

Responsibilities

• Oversee the full lifecycle of IT service requests, incidents, and problems.
• Ensure SLA adherence and service delivery standards.
• Monitor service performance KPIs and identify improvement opportunities.
• Prepare operational reports and dashboards.
• Coordinate with technical teams and stakeholders to resolve issues.
• Manage escalations and prioritize critical requests.
• Contribute to continuous service quality improvements.
• Support operation and monitoring of Oracle and SQL databases.
• Maintain service documentation and processes.
• Support government labor-sector projects.

Skills

Managed services

IT service operations

Service request management

Incident management

Problem management

SLA monitoring

KPI analysis

Stakeholder coordination

Communication

Organizational skills

Problem-solving

Education

Bachelor's degree in IT / CS / Information Systems

Tools

Oracle

SQL databases

Job description

Job Summary

We are looking for an experienced Senior IT Managed Services Specialist to oversee IT service operations, manage service requests and incidents, monitor service performance, and ensure compliance with Service Level Agreements (SLAs). The ideal candidate will have strong experience in managed services, operational reporting, performance monitoring, and working with Oracle and SQL databases.

Key Responsibilities

• Manage and monitor the full lifecycle of IT service requests, incidents, and problems.
• Ensure compliance with SLAs, operational procedures, and service delivery standards.
• Monitor and analyze service performance indicators and KPIs, identify trends, and recommend improvements.
• Prepare periodic operational reports, performance dashboards, and management updates.
• Coordinate with technical teams, stakeholders, and beneficiary entities to ensure timely issue resolution and service delivery.
• Monitor escalations, prioritize critical requests, and follow up on outstanding issues.
• Identify recurring incidents and service bottlenecks and support root cause analysis.
• Maintain accurate service documentation and ensure adherence to approved processes.
• Support the operation and monitoring of IT systems and services involving Oracle and SQL databases.
• Contribute to continuous improvement initiatives to enhance service quality and operational efficiency.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum 5 years of practical experience in managed services, IT service operations, or IT systems support.
• Strong experience in service request management, incident management, and problem management.
• Practical experience in SLA monitoring, KPI analysis, service reporting, and escalation management.
• Experience coordinating with technical teams, stakeholders, and business users.
• Experience working with Oracle and SQL databases.
• Strong analytical, communication, organizational, and problem‑solving skills.
• Ability to manage priorities, handle escalations, and monitor multiple service activities simultaneously.
• Previous experience in Saudi government projects, particularly labor‑sector systems and services, is highly preferred.