IT Managed Services Specialist

We are looking for an IT Managed Services Specialist to support daily IT service operations, manage service requests and incidents, monitor service performance, and ensure compliance with established service management procedures and Service Level Agreements (SLAs). The ideal candidate will have experience in IT support or managed services, operational reporting, and familiarity with Oracle and SQL databases.

We are looking for an IT Managed Services Specialist to support daily IT service operations, manage service requests and incidents, monitor service performance, and ensure compliance with established service management procedures and Service Level Agreements (SLAs). The ideal candidate will have experience in IT support or managed services, operational reporting, and familiarity with Oracle and SQL databases.

• Receive, register, track, and follow up on IT service requests, incidents, and operational issues.
• Monitor request status and ensure timely resolution in accordance with established SLAs and procedures.
• Escalate unresolved or critical issues to the relevant technical teams.
• Monitor service performance indicators and prepare regular operational updates and reports.
• Coordinate with technical teams, stakeholders, and beneficiary entities to support effective service delivery.
• Maintain accurate records of service requests, incidents, resolutions, and escalations.
• Use IT Service Management (ITSM) tools and ticketing systems to manage service activities.
• Identify pending requests and follow up with the relevant teams to ensure timely closure.
• Support the operation and monitoring of IT systems and services involving Oracle and SQL databases.
• Follow approved operational procedures and contribute to service quality improvement initiatives.

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• 2-4 years of practical experience in managed services, IT service operations, or IT systems support.
• Understanding of service request management, incident tracking, and escalation procedures.
• Familiarity with SLA monitoring, service performance indicators, and operational reporting.
• Experience using ticketing systems or IT Service Management (ITSM) tools.
• Knowledge of Oracle and SQL databases is preferred.
• Good communication, organizational, teamwork, and follow-up skills.
• Ability to manage multiple requests and maintain accurate service documentation.
• Previous experience in Saudi government projects, particularly labor-sector systems and services, is preferred.