Your Team 

IS OPS Service Management  

The Information Systems Operations Service Management team is a cross-function team that is responsible for overseeing and managing Information Systems Production Services. The team focuses on ensuring that production services meet business needs, are delivered effectively, and continually improved. The services are not limited to Incident management, Problem management, Request fulfilment, Change management and more importantly Service Level management... 

Your Role 

Data Analysis and Reporting: 

• Data Collection: 

• Gather data related to ITSM processes, including incident reports, service requests, change records, and configuration items. 

• Data Analysis: 

• Overseeing the analysis of data done by the SLA Analysts to identify trends root causes of issues, and areas for improvement. 

• Reporting: 

• Generate regular reports on the performance of ITSM processes. 

• Provide insights and recommendations based on data analysis to Process Owners and management. 

• Documentation: 

• Assist in the documentation, maintenance and enhancement of ITSM processes, including policies, procedures, and workflows to fulfill business needs. 

• Process Improvement: 

• Participate in KPI retrospective meetings and contribute to the continuous improvement of KPIs, Processes and ITSM tools (e.g: ServiceNow.) 

• and follow the investigation and resolution of incidents, ensuring they are properly documented and closed. 

• Problem Identification: 

• Support and follow the Problem Management life cycle by assisting in identifying and analyzing root causes of recurring incidents, follow its lifecycle 

• Change Coordination: 

• Facilitate the coordination of change requests, ensuring they are properly documented, assessed and implemented . 

Service Level Management: 

• SLAs and OLAs: 

• Monitor compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), provide reports and assist in identifying areas for improvement 

 Your Profile 

Professional Experience: 

• 5-7 years of experience in the IT service management or related technical field (e.g. Technical Support, technical project management, ). 

• Scrum Master or RTE is a plus. 

• Demonstrated experience in defining, negotiating, and managing SLAs. 

Data Analysis and Reporting: 

• Skills in data collection, analysis, and visualization. 

• Proficiency in using analytical tools to generate reports and dashboards. 

• Ability to interpret data and provide actionable insights. 

Analytical and Problem-Solving Abilities: 

• Strong analytical skills to identify trends, root causes, and opportunities for improvement. 

• Effective problem-solving skills to support incident and problem management processes. 

Communication Skills: 

• Excellent verbal and written communication skills to interact with technical and non-technical stakeholders. 

• Ability to present data and insights clearly and effectively. 

 Why Join Us

We put our people first, with an attitude of care and a legitimate commitment to their success and wellbeing:

Benefit from our competitive compensation and insurance package:

• Attractive salary in USD outside of Lebanon
• International medical, life and travel insurance
• Retirement plan
• Schooling allowance
• And much more

Enjoy a hybrid work environment:

• Teleworking at home and abroad
• Dynamic and supportive work environment focused on employee wellness

Grow with us and gain international exposure:

• Extensive learning opportunities
• Learn from a diverse team of experts around the world
• Possibility for international and internal mobility