The successful candidate will be responsible for managing customer complaints including their recording,

management, escalation (where necessary) and resolution. Coordinate the service team and ensuring that all customer

inquiries and requests are handled promptly, efficiently, and professionally.

Job Description

• Consultation experience with developing, implementing Incident Management, Request Fulfilment, Problem
• Management, Change Management, Service Portfolio, Service Catalogue, Capacity Management, Continuity
• Management, Service Level Management and Service Asset and Configuration Management.
• Knowledge of Enterprise IT service processes and procedures and experience with enterprise ITSM tools like
• SMAX and UCMDB and not limited to.
• Ability to balance multiple concurrent activities and manage time efficiently and possession of excellent oral
• and written communication skills.
• Experience in working with customer service, information security, IT systems architecture, and development
• teams.
• Experience in infrastructure processes, business analysis, or process design and in using Microsoft Project, MS
• Visio, and MS PowerPoint.
• Experience in developing ways of accomplishing goals with little or no supervision and with deliverable based
• model, depending on oneself to complete objectives and determining when escalation of issues is necessary.
• Assisting with the production and maintenance of an accurate service portfolio, service catalogue, application
• portfolio and the corresponding maintenance procedures.
• Reviewing incident data to analyses assigned problems and analyzing problems for correct prioritization and
• classification.
• Investigating assigned problems through to resolution or root cause and coordinating actions of others as
• Necessary to assist with analysis and resolution actions for problems and known errors.
• Monitoring progress on the resolution of known errors and advising incident management staff on the best
• available workaround for incidents.
• Planning and managing support for incident management tools and processes and coordinating interfaces
• between incident management and other service management processes.
• Expert level of ITIL knowledge and recommended to have and not limited to knowledge of SMAX capabilities
• and best possibilities.
• Integration capabilities of ITSM products like SMAX etc. and experience in designing for and leading of
• implementation of ITSM Solutions.
• Experience in designing integrations between ITSM Products and 3rd party tools.
• Generic planning and architecting skills for Service Management solutions and skills and experience writing
• architecture and solution design document.
• Knowledge of UCMDB and Universal Discovery capabilities and best practices.
• Ensures that the customer’s current and future Service requirements are identified, understood and
• documented in SLAs and SLRs
• Negotiates and agrees on the levels of Service to be delivered with the customer (either internal or external); formally documenting these levels of Service in SLAs
• Negotiates and agrees to OLAs and, in some cases, other SLAs and agreements that underpin the SLAs
• Ensures that targets agreed to within Underpinning Contracts are aligned with SLA and SLR targets
• Ensures that Service Performance Reviews are regularly performed, and any required actions are performed
• Ensures that improvement initiatives identified in Service Reviews are acted on and progress reports are
• provided to customers
• Ensuring that the current and future service level requirements (service warranty) of customers are identified,
• understood and documented in SLA (Service Level Agreement) and service level requirements (SLR) documents
• Negotiating and agreeing levels of service to be delivered with the customer (either internal or external);
• formally documenting these levels of service in SLAs
• Negotiating and agreeing OLAs and, in some cases, other SLAs and agreements that underpin the SLAs with the customers of the service
• Ensuring that targets agreed within underpinning contracts are aligned with SLA and SLR targets
• Ensuring that service reports are produced for each customer service and that breaches of SLA targets are
• highlighted, investigated and actions taken to prevent their recurrence
• Ensuring that service performance reviews are scheduled, carried out with customers regularly and
• documented, with agreed actions progressed
• Ensuring that improvement initiatives identified in service reviews are acted on and progress reports are
• provided to customers
• Reviewing service scope, SLAs, OLAs and other agreements on a regular basis, ideally at least annually
• Ensuring that all changes are assessed for their impact on service levels, including SLAs, OLAs and underpinning
• contracts, including attendance at change advisory board (CAB) meetings if appropriate
• Identifying all customers and other key stakeholders to involve in SLR, SLA and OLA negotiations
• Bilingual optional (Arabic / English)
• Should be expert in ITSM process and its implementation like incident management, problem management,
• request fulfilment, change management, service level agreement and service asset configuration and as well
• release management and other standard processes of ITSM

Requirements

• Bachelors’ Degree in Computer Science Engineering or related field
• Ability to work in a pressurized environment with tight deadlines.
• Ability to plan, organize, problem solve and manage initiatives
• independently.
• Extensive technical expertise in these Information Technology domains
• Knowledge of IT related technology solutions & best practices.
• Excellent sharing knowledge and encouraging development of others to
• achieve specific team goals.
• Strong in analytical, critical thinking and problem-solving skills.
• English language skills (reading, speaking, writing, and listening)