IT Service Operations Engineer Job Kuwait City area,Kuwait,IT/Tech

Own the delivery of onsite IT services across Keeta's offices in relevant countries, including desktop support, IT asset lifecycle management, and public IT services (conference rooms, printers, AV, etc.)
Ensure office IT systems and equipment are kept in optimal condition, with issues swiftly and effectively resolved

2. SLA & Quality Management

Define, track, and manage service SLAs; measure performance on an ongoing basis and drive improvement projects to ensure delivery quality
Leverage AI tools and data analysis to automate ticket triage, identify trends, and predict service risks, driving smarter and more efficient service operations

3. Service Experience Improvement

Identify service needs and pain points through employee interviews and ticket data analysis
Continuously optimize and iterate service processes by applying AI and automation, improving both IT service experience and product experience
Explore and pilot AI-powered service scenarios (e.g., AI-assisted self-service, intelligent knowledge base, smart diagnosis) to enhance overall service efficiency
Manage service providers and onsite team members, including workforce planning, recruitment, skills training, daily management, performance appraisal, and personnel development and replacement
Build and scale a high-performing, service-oriented onsite team, fostering an AI-first mindset and driving AI tool adoption across the team

Job Requirements

Bachelor's degree or above, preferably in Computer Science, Information Technology, or related fields
3+ years of experience in IT service management (ITSM, or onsite service operations);
Global work experience preferred
Fluent in English for effective day-to-day communication. Proficiency in Chinese or Arabic preferred
Familiar with the processes and technologies of IT Helpdesk operations, IT asset management, and conference room operations
Proficient in using AI tools (e.g., LLM-based assistants, automation platforms) to improve daily work efficiency and service delivery
Excellent communication and team management skills, capable of working effectively in a multicultural environment
Strong problem-solving skills, quick response capability, and cross-team project collaboration skills

Highlights

Keeta is the international brand of Meituan, one of the world's largest tech-driven retail companies, with the mission "We help people eat better, live better". Following our successful launch in multiple international markets, Keeta is now rapidly expanding globally.
As Meituan and Keeta continue to increase R&D investment and advance in AI and other new technologies, you will have the opportunity to reimagine traditional IT onsite services with AI — from intelligent ticketing to automated operations — and define the next-generation service model.
This is a rare opportunity to build and lead the onsite IT service foundation for a fast-growing international business — you will shape the service model, the team, and the processes from an early stage.
You will work in a multicultural, high-growth environment with direct visibility to business stakeholders and clear room for growth as the operation scales.