2 days ago
SLA Engineer (Operations Support)
TAWANTECH · Riyadh, Riyadh Province, Saudi Arabia
WorkableApply on company site
Full Time
Onsite
Role overview
Role Summary
The SLA Engineer will manage and monitor SLA performance for IT services, ensuring transparent governance, compliance reporting, and continuous improvement of service delivery against agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and operational KPIs.
Key Responsibilities
- Own IT SLA management and governance for operational IT services
- Monitor, measure, and track service performance vs. agreed SLAs/OLAs and KPIs
- Produce quality weekly/monthly performance reports, executive dashboards, and scorecards
- Identify service performance risks and coordinate corrective/preventive actions with relevant teams
- Support service review meetings, operating governance forums, and management reporting
- Maintain SLA/OLA/KPI documentation and ensure alignment to business objectives
- Monitor exceptions and proactively engage stakeholders to mitigate risks
- Analyze degradation trends and coordinate improvement plans with technical teams
- Ensure accuracy and integrity of performance data collected from ITSM and monitoring platforms
- Support Continuous Service Improvement (CSI) through service performance analysis
Requirements
Skills & Experience Requirements:
- Minimum 5 years experience in IT Service Management and SLA Governance
- Strong knowledge of ITIL Service Level Management processes
- Experience in KPI development , reporting, and service performance analysis
- Strong stakeholder management and communication skills
- Experience in banking / highly regulated environments preferred
Responsibilities
1Own IT SLA management and governance for operational IT services
2Monitor, measure, and track service performance vs. agreed SLAs/OLAs and KPIs
3Produce quality weekly/monthly performance reports, executive dashboards, and scorecards
4Identify service performance risks and coordinate corrective/preventive actions with relevant teams
5Support service review meetings, operating governance forums, and management reporting
6Maintain SLA/OLA/KPI documentation and ensure alignment to business objectives
7Monitor exceptions and proactively engage stakeholders to mitigate risks
8Analyze degradation trends and coordinate improvement plans with technical teams
Requirements
1Minimum 5 years experience in IT Service Management and SLA Governance
2Strong knowledge of ITIL Service Level Management processes
3Experience in KPI development , reporting, and service performance analysis
4Strong stakeholder management and communication skills
5Experience in banking / highly regulated environments preferred
Skills and tags
ITSABankingCompliance
