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Job Description
Role Purpose:
To ensure the effective delivery and support of ITIL processes and services, covering all ITIL functions to guarantee smooth day-to-day business operations within the defined KPIs and SLAs.
Key Accountabilities:
1- Service Management process, & IT Service Management Projects;
- Manage incoming service requests and incidents through the ITSM tool.
- Coordinate with technical teams to ensure incidents are resolved within agreed timelines.
- Record, update, and close service tickets accurately with clear and detailed documentation
- Communicate effectively with end users, providing regular updates and guidance on their requests or incidents.
2- Availability Management;
- Provide on-demand support for urgent router configuration requirements.
- Conduct scheduled monthly and quarterly review sessions.
- Perform site visits as required.
- Ensure timely reporting and closure of assigned tasks.
- Response Time: Immediate response for critical incidents; adherence to agreed SLAs for standard activities.
- On-call Rotation: Participate in an on-call schedule, if applicable, to ensure continuous and uninterrupted support.
3- Network & Operational Tasks;
- Strong understanding of wireless security protocols, including WPA2 and WPA3, as well as SSID configuration and MAC filtering.
- Proficient documentation skills with hands-on experience using Excel.
4- Asset Management;
- Monitor software utilization to ensure compliance with licensing agreements.
- Ensure all IT assets are correctly tagged and accurately recorded in the asset management system.
- Maintain up-to-date records of warranties, service contracts, and support agreements.
Skills
- Working knowledge of ITIL and core ITSM concepts, including Change Management, Change Advisory Board (CAB) support, process improvement, and hands-on experience with ITSM tools.
- ITIL Certification.
- Experience of working in a large-scale, diverse IT environment, with practical application of ITIL best practices.
Education
Bachelor’s degree, preferably in a technology or related field
Job Details
Preferred Candidate
Bupa Arabia
Bupa Arabia is a healthcare insurance company based in the Kingdom of Saudi Arabia. We are an associate business of Bupa Group, which is a global healthcare company with an international reach that extends across multiple business operations, practices, and resources.
Founded in October 1997, Bupa Arabia was initially established through a partnership between Bupa Global International and Nazer Group, with the key focus to provide health insurance services with high quality and competitive prices, while ensuring a distinctive experience for customers. Bupa Arabia has since evolved into a fully Saudi-owned and operated company. Our transformation from a joint venture into a publicly traded company on the Saudi Stock Exchange occurred in 2008, as we made 40% of our shares available to the public during our Initial Public Offering (IPO).
As a subsidiary of the global Bupa Group, we draw upon international expertise while maintaining a profound understanding of local healthcare requirements and regulations. This allows us to offer comprehensive healthcare insurance solutions tailored to the unique needs of the Saudi Arabian market.
Bupa Arabia prides itself on its commitment to the wellbeing and development of its employees, providing them with the same standard of care, support, and professionalism that it expects to be delivered to its customers.
Our core values shape every aspect of our work and culture:
Commit – Own it with accountability and urgency.
Collaborate – Win together through cross-functional synergy.
Care – Put people first, both employees and customers.
