IT Service Continuity Expert

4 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Ejada Systems Limited. Full time

Role Overview:

This is a senior-level position within the IT department at Ejada Systems Limited, responsible for managing critical incidents and problems. The successful candidate will have extensive knowledge of ITIL best practices and be able to lead the team effectively.

Critical Incident Management Key Responsibilities:

  • Provide 24x7 on-call support for P1/P2 issues, assess incident severity, communicate with stakeholders, drive incident resolution, and conduct root cause analysis.
  • Develop and implement a comprehensive plan to ensure effective communication with stakeholders during critical incidents.
  • Ensure adherence to the Service Level Agreement (SLA) and identify areas for improvement.

Problem Management Key Responsibilities:

  • Proactively identify and investigate potential problems, track and record them until a permanent fix is implemented.
  • Prepare and submit weekly problem reports and RCAs at an agreed/approved time.
  • Collaborate with the Change Enablement team to resolve known problems.

Requirements and Qualifications:

  • Bachelor's degree in computer science, information technology, or a related field.
  • Strong understanding of ITIL best practices and familiarization with industry standards such as COBIT, SAFe, ISO/IEC 27001, and ISO/IEC 20000.

About Ejada Systems Limited:

We strive to provide innovative IT solutions that meet the evolving needs of our customers. By embracing best practices and staying up-to-date with industry trends, we aim to deliver exceptional results.



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