Call Center Representative
TAWANTECH
SLA Engineer (Operations Support)
TAWANTECH· IT
About this role
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
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
Frequently Asked Questions
Is the salary disclosed for the SLA Engineer (Operations Support) position at TAWANTECH?
The salary for this SLA Engineer (Operations Support) role at TAWANTECH is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the SLA Engineer (Operations Support) position at TAWANTECH located?
This SLA Engineer (Operations Support) role at TAWANTECH is based in Riyadh, Riyadh Province, Saudi Arabia. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the SLA Engineer (Operations Support) role at TAWANTECH full-time or part-time?
This is listed as a Full time position. It is posted as a SLA Engineer (Operations Support) role in the IT department at TAWANTECH.
Which team or department does the SLA Engineer (Operations Support) at TAWANTECH belong to?
This SLA Engineer (Operations Support) position is part of the IT department at TAWANTECH. See the full job description for more information about the team structure and responsibilities.
How do I apply for the SLA Engineer (Operations Support) position at TAWANTECH?
Click the "Apply Now" button on this page. You will be redirected to TAWANTECH's official application portal hosted on workable where you can submit your application directly.
When was the SLA Engineer (Operations Support) job at TAWANTECH posted?
This SLA Engineer (Operations Support) position at TAWANTECH was posted on Sep 21, 2026. Apply as soon as possible — early applications are often reviewed first.
SLA Engineer (Operations Support)
TAWANTECH
You'll be redirected to TAWANTECH's official application page on workable.