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Service Delivery Specialist

1 week ago

Riyadh, Ar Riyāḑ, Saudi Arabia VisionX Technologies, Inc. Full time
About Us
VisionX Technologies, Inc. is an innovative technology firm driven by a passion for simplifying business complexity through AI. With a focus on delivering custom solutions that address unique challenges, we have established ourselves as a trusted partner for world-leading brands and Fortune 1000 companies. Our areas of expertise include computer vision, 3D modeling, AR, VR, decision sciences, and IoT.

We pride ourselves on our ability to set trends and fast-track AI journeys through tailored strategies, accelerators, and pre-trained assets. This approach has earned us recognition among prominent industry leaders, including Fast Company's Top 10 Most Innovative Companies of 2020, Microsoft, and Snap Inc.

The Role
As a key member of our team, you will be responsible for proactively identifying, analyzing, and resolving recurring IT problems to minimize service disruptions and improve overall service quality. You will lead comprehensive quality control processes, focusing on root cause analysis and problem management to drive ticket reduction and continuous improvement. Additionally, you will implement automated testing and validation tools to maintain high-quality service delivery and mitigate risks.

Main Responsibilities
1. Lead the problem management process, including problem identification, root cause analysis, and resolution.
2. Conduct thorough root cause analyses to identify underlying issues and prevent recurrence of incidents.
3. Establish and operate comprehensive quality control processes for all IT services, ensuring compliance with defined standards and continuous improvement.
4. Develop and implement strategies to reduce the number of recurring incidents and service requests.
5. Identify and implement process improvements to enhance the efficiency and effectiveness of problem management and quality assurance.
6. Integrate automated testing and validation tools into IT workflows to maintain high-quality service delivery and mitigate risks.
7. Generate reports and analyze data to identify trends and areas for improvement.
8. Maintain and update the problem management knowledge base.

Required Skills and Qualifications
• Bachelor's degree in information technology, Computer Science, or a related field.
• 5-8 years of experience in problem management, incident management, or quality assurance.
• Strong understanding of ITIL problem management principles and best practices.
• Proven experience in conducting root cause analysis (RCA).
• Experience in implementing and managing quality control processes.
• Familiarity with automated testing and validation tools.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively.
• Experience with ticketing systems and service management tools.
• Experience with process improvement methodologies.