IT Managed Services Specialist

About the Role

700apps is seeking an IT Managed Services Specialist to join our team in Riyadh. This full-time role focuses on supporting daily IT service operations, managing service requests and incidents, and monitoring service performance to ensure compliance with established procedures and Service Level Agreements (SLAs).

Role Overview

The specialist will be responsible for the efficient handling of IT service requests and incidents, ensuring timely resolution and escalation when necessary. This position involves close coordination with technical teams and stakeholders to facilitate effective service delivery and maintain high operational standards, particularly with systems involving Oracle and SQL databases.

Key Responsibilities

• 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.
• Utilize IT Service Management (ITSM) tools and ticketing systems to manage service activities.
• Identify pending requests and follow up with 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.

Qualifications and Experience

• 2-5 years of experience in IT support or managed services.
• Demonstrated experience in operational reporting.
• Familiarity with Oracle and SQL databases.

Work Location

This position is based in Riyadh, Saudi Arabia.

Application Process

We invite qualified candidates to apply for this opportunity. Salary details will be discussed during the interview process.