Plant Support Senior Specialist📣 Job Ad

About the Role

Exquitech Group is seeking a Plant Support Senior Specialist to serve as the central coordination point for IT service operations at its plant in Riyadh, Riyadh. This full-time role involves organizing and driving all incident handling, task assignment, escalation, change management, and capacity management activities in line with ITIL best practices. The specialist will support all IT functions, ensuring effective and timely communication to stakeholders to maintain service reliability and minimize downtime.

Key Responsibilities

• Act as the central coordination point for all IT incidents at the plant, including logging, categorizing, prioritizing, assigning, and tracking tickets through to resolution.
• Own the Incident Management process, driving timely resolution and coordinating cross-team efforts for high-severity, repeat, and aging incidents.
• Manage the escalation process, ensuring incidents and requests are escalated to the correct teams, vendors, or management according to defined SLAs.
• Champion the IT Change Management process, raising, reviewing, and coordinating RFCs, ensuring risk assessment, readiness, backout plans, and adherence to approved change windows.
• Ensure business customers are aware of and agree to any downtime required for approved changes.
• Lead Capacity Management activities, monitoring utilization and performance across services, forecasting demand, and recommending capacity adjustments to avoid service degradation.
• Coordinate and dispatch tasks to relevant support teams (Hosting, EUC, Network, Applications, Database) and follow up to ensure completion.
• Draft and send communication emails to stakeholders and business owners regarding incidents, planned changes, maintenance windows, outages, and service restorations.
• Serve as the primary liaison between plant operations, IT support teams, and external service providers/vendors.
• Maintain and enforce ITIL-aligned processes and procedures across Incident, Problem, Change, and Capacity Management.
• Drive root cause analysis (RCA) and problem management to reduce recurring incidents and improve service reliability.
• Develop and maintain IT Service Management status boards, dashboards, and reports; present performance and SLA metrics to management.
• Contribute to Knowledge Management by capturing solutions, SOPs, and known errors to improve first-line support and self-service.
• Support the transition of new or enhanced solutions into production and ensure operational readiness.
• Continuously improve service management processes to increase efficiency, reduce downtime, and enhance customer satisfaction.

Required Experience

Candidates should possess between 5 to 10 years of experience in a relevant field, demonstrating a strong understanding and application of ITIL best practices in IT service operations.

Work Environment

This is a full-time position based in Riyadh, Riyadh, within a dynamic environment that supports all core IT functions including Hosting, EUC, Network, Applications, Database, and IT Service Management.