Finance & Operations (F&O) Functional Technical Consultant
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Key skills for this role
About the Role
Lead L1, L2, and L3 support activities for enterprise customers across Saudi Arabia and GCC. Ticket ownership and closure. SLA governance and incident management.
Key Skills for This Role
Responsibilities
- Lead L1, L2, and L3 support activities for enterprise customers across Saudi Arabia and GCC
- Manage ticket ownership and closure
- Govern SLA and incident management processes
- Perform root cause analysis
- Manage customer relationships
- Assess change requests and drive continuous improvement
- Prepare monthly and quarterly health reports
Requirements
- Experience in L1, L2, and L3 support for enterprise customers
- Knowledge of SLA governance and incident management
- Ability to perform root cause analysis
- Experience in customer relationship management
- Ability to prepare monthly and quarterly health reports
Full Job Posting
Role Overview
- Lead L1, L2, and L3 support activities for enterprise customers across Saudi Arabia and GCC.
- Ticket ownership and closure.
- SLA governance and incident management.
- Root cause analysis.
- Customer relationship management.
- Change request assessment.
- Minor enhancements and continuous improvement.
- Monthly and Quarterly Health Reports covering ticket volumes, SLA performance, resolution trends, recurring issues, system health, performance reviews, dormant users, inactive accounts, and security recommendations.
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