21 Problem Management jobs in Saudi Arabia

Overview

Qiddiya Investment Company is a trailblazer in the entertainment and tourism sector in Saudi Arabia, and we are seeking a proactive and analytical Manager - Problem Management to enhance our IT service quality. In this role, you will be responsible for leading the problem management processes, aimed at reducing the frequency and impact of incidents caused by underlying problems. Your expertise will contribute to the discovery, analysis, and resolution of root causes and will improve overall service delivery within the organization, promoting a culture of continuous improvement.

Responsibilities

• Develop and implement a concise problem management framework aligned with industry best practices and organizational goals
• Analyze incident data to identify trends and recurring issues, facilitating proactive problem identification
• Lead root cause analysis (RCA) sessions and collaborate with cross-functional teams to identify and resolve underlying problems
• Facilitate the establishment of workarounds and permanent solutions for high-impact problems
• Maintain a problem management database, ensuring that all problem records are accurately logged, updated, and tracked
• Monitor and report on problem management effectiveness, including problem trends, resolution times, and follow-up actions
• Coordinate with IT service owners to ensure that lessons learned from problem management activities are translated into preventive measures and service improvements
• Advise and guide IT staff on best practices for problem management and incident resolution
• Engage with stakeholders to communicate problem status, resolutions, and prevention strategies effectively
• Ensure compliance with SLAs and KPIs related to problem management
• Continuously review and improve problem management processes in line with evolving organizational needs

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field
• 7+ years of experience in IT service management in SAP and Non-SAP Applications, with a strong focus on problem management
• ITIL certification is preferred, particularly in Problem Management
• Experience in managing large Engagements, team and Portfolio.

Job details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting

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Overview

ServiceNow - Knowledge Management (Problem & Knowledge Management) at DXC Technology

Job location: onsite in Riyadh

Responsibilities

• Creation, governance, and continuous improvement of knowledge content within the ServiceNow platform
• Create, manage, and curate knowledge articles
• Define and enforce knowledge governance standards
• Analyze usage trends and optimize content for accessibility and accuracy
• Work with various teams to ensure documentation quality
• Promote self-service capabilities via the knowledge base

Qualifications

• Experience in ServiceNow Knowledge Management or similar roles
• Strong written communication and content management skills
• Detail-oriented with experience in IT support environments

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.

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Join to apply for the Service Management Expert role at Dicetek LLC .

The role holder is responsible for the day-to-day administration of the Service Management processes, ensuring adherence to agreed processes, identifying unassigned workload, and routine reporting on key performance indicators. The duties must be carried out in accordance with business policies and procedures.

Knowledge and Experience

• >5 years working within a Service Management function
• 3 to 5 years of relevant practical experience with Information Technology Infrastructure Library (ITIL) version 4
• 3 to 5 years managing Incidents
• 3 to 5 years overseeing Technical Change Management
• >3 years of process improvement experience
• Native Arabic Speaker
• Fluent in verbal and written English

Seniority level

• Not Applicable

Employment type

• Contract

Job function

• Management and Manufacturing

Industries

• IT Services and IT Consulting

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Overview

Role Summary: Own L2-level operations for Service Management (MIM) within a highly regulated banking estate, ensuring availability, performance, security, audit readiness, and rapid recovery as per RTO/RPO.

Key Responsibilities

• Provide L2-level support for Service Management (MIM) in a mission-critical banking environment.
• Ensure compliance with PCI DSS, SWIFT, and local banking regulator requirements.
• Operate under ITIL processes (Incident/Change/Problem/Knowledge).
• Maintain high availability, performance, and security; participate in DR/BCP drills.
• Own complex incident troubleshooting and approved changes for the platform.
• Conduct root cause analysis for recurring incidents; implement permanent fixes.
• Tune configurations and schedule jobs to improve performance and reliability.
• Coordinate vendor TAC cases and firmware/patch planning; validate after-change health.

Required Tools & Technologies

• ITIL Foundation

Experience Requirements

• 3–5 years in administration and change/incident ownership for the platform in banking.

Soft Skills & Banking Behaviours

• Clear communication with operations, security, audit, and business stakeholders.
• Evidence-driven troubleshooting; strong documentation and runbook hygiene.
• Ownership mindset with 24x7 support readiness and on-call rotation participation.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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ASMO is a groundbreaking joint venture between DHL and Saudi Aramco. Inheriting DHL’s logistics excellence and Saudi Aramco’s extensive supply chain ecosystem, we are here to set a new benchmark and redefine the procurement and supply chain landscape, enabling growth.

ASMO aims to be operational in 2025 and provide reliable end-to-end integrated procurement and supply chain services for companies across the industrial, energy, chemical, and petrochemical sectors. Our focus customers in the short term will be Saudi Aramco and its Affiliates. In the long term, all the industrial sectors within Saudi Arabia aim to reach the MENA region.

Objective:

The IT Service Mgmt. Coordinator responsible for managing and optimizing IT service delivery processes, ensuring alignment with ASMO’s business needs and industry best practices. They oversee the implementation of IT service management frameworks, monitor service performance, and drive continuous improvement across ASMO.

General Responsibilities:

• The role holder will have knowledge of the rules, procedures and in some cases, the principles and practices within the IT Service Management area. They will be tasked with selectively extracting, verifying, and compiling objective and measurable data. In some instances, they may determine the course of action based on established principles and modify existing processes and methods.
• Design, implement, and improve IT service management processes and procedures at ASMO.
• Monitor and report on key performance indicators (KPIs) to measure and improve service quality and customer satisfaction.
• Collaborate with IT teams, business stakeholders, and external vendors to define and implement service level agreements (SLAs) and operational level agreements (OLAs).
• Conduct regular service reviews to identify areas for improvement and implement corrective actions.
• Lead incident and problem management processes to ensure timely resolution and root cause analysis.
• Develop and deliver IT service management training and awareness programs.
• Recommend training and development interventions for team members to build their capabilities.
• Contribute to the identification of opportunities for the continuous improvement of systems, processes and practices to increase productivity and operational efficiency.
• Implement all relevant IT Solutions department’s policies, processes, procedures and instructions so that work is carried out in a controlled and consistent manner.
• Contribute to the preparation of timely and accurate reports to meet departmental requirements, policies and standards.

Qualifications:

• Bachelor’s degree in computer science, information technology, or equivalent from a recognized and accredited university is required.
• Master’s degree in computer science, information technology or equivalent from a recognized and accredited university is preferred.
• ITIL Foundation or higher-level certifications in IT service management preferred
• Demonstrated proficiency in oral and written English.
• 0-3 years’ experience in the same Field.
• ITSM
• Incident Management / Problem Management

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About Us

Businesses are complex, and so are their workflows and challenges. Off-the-shelf AI solutions often fall short of meeting unique needs. At VisionX, we bridge this gap with deep AI expertise and an understanding of your processes, pain points, and goals. Since 2017, AI has been our core, enabling us to deliver tailored systems for businesses and customers. As innovation partners to world-leading brands and Fortune 1000 companies, we specialize in product strategy and custom application development, leveraging agile methods, accelerators, and pre-trained AI assets to fast-track your AI journey while creating Intellectual Property.

Recognized among Fast Company’s Top 10 Most Innovative Companies of 2020—alongside Microsoft and Snap Inc.—VisionX delivers cutting-edge solutions across industries. Our expertise spans computer vision, 3D modeling, AR, VR, decision sciences, and IoT, solving diverse challenges with precision and innovation. By aligning technology with your objectives, we deliver transformative solutions that drive growth.

Your Role:

As an IT Service Management Analyst (BSE) at VisionX, you will play a crucial role in optimizing IT service delivery by driving process improvements and enhancing operational efficiency. You will be responsible for analyzing existing IT processes, identifying areas for improvement, and implementing best practices aligned with ITIL frameworks.

Responsibilities:

1. Proactively assess, design, and refine IT operational processes to achieve greater efficiency, enhance performance, and ensure alignment with organizational goals.
2. Utilize key performance indicators (KPIs) to identify bottlenecks, prioritize improvements, and track the effectiveness of process changes.
3. Implement process improvements through automation, streamlining workflows, and leveraging monitoring technologies.
4. Foster a culture of continuous improvement within the IT department.
5. Collaborate with various departments (e.g., development, operations, support) to ensure process enhancements support broader business objectives.
6. Communicate effectively with stakeholders at all levels, including technical and non-technical personnel.
7. Ensure compliance with industry standards and regulations related to IT service management.
8. Utilize data analytics to identify trends, predict potential issues, and measure the impact of process improvements.
9. Prepare reports and presentations to communicate process performance and improvement initiatives to management.

What You Need:

1. 5-8 years of experience in IT service management (ITSM), with a strong understanding of ITIL frameworks and best practices.
2. ITIL certification (e.g., ITIL Foundation V4, ITIL Intermediate) is mandatory.
3. Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues.
4. Excellent communication and interpersonal skills, with the ability to effectively collaborate with diverse teams.
5. Proficiency in data analysis and reporting tools.
6. Experience with IT service management tools (e.g., ServiceNow, Jira) is a plus.
7. Strong understanding of IT operations, including incident management, problem management, change management, and release management.

Why Choose Us

Our global network of industry experts and mentors helps shape your growth and future. We believe in delivering client value through our work. We build products that are not good or great, but outstanding.

You deliver! We will make your stay and journey with us worthwhile.

We are an equal opportunity employer, and we value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other legally protected status.

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**Services Specialist - Customer Service Management**

**Would you like the opportunity to work for an Oilfield Services Company?**

**Do you like working in collaborative teams and solving problems?**

**Be part of our Artificial Lift team!**

As a Services Specialist - Customer Service Management, you will be responsible for all resources and logistics required to perform services and maintenance activities on customers' site/property.

**Partner with the best**

As a Services Specialist - Customer Service Management, you will contribute to the development of an operational year plan for own department activities of the team, as well as suggesting improvements in products, processes and procedures.

As a Services Specialist - Customer Service Management, you will be responsible for:

- Acting as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned region, product, or coverage area.
- Establishing and maintaining contact to provide on-going technical and business support to assigned customers in the designated geographic region or coverage area
- Working together with people from the business unit
- Handling standardized project processes
- Handling targeted clients, and working on the basis of predefined contracts and frameworks

**Fuel your passion**

To be successful in this role you will:

- Have a minimum of 3 years of experience in Sales/Commercial/Billing
- Have a Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 4 years of experience in Services).
- Have excellent communication skills
- Have excellent interpersonal and team working skills
- Have strong problem solving skills

**Work in a way that works for you**

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone.
- This role is a shift based working pattern. Please talk to us about the specific working patterns available when you apply

**Working with us**

Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other.

**Working for you**

Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we have to push the boundaries today. We prioritize rewarding those who embrace change with a package that reflects how much we value their input. Join us, and you can expect:

- Contemporary work-life balance policies and wellbeing activities
- Comprehensive private medical care options
- Safety net of life insurance and disability programs
- Tailored financial programs
- Additional elected or voluntary benefits

**About Us**

With operations in over 120 countries, we provide better solutions for our customers and richer opportunities for our people. As a leading partner to the energy industry, we're committed to achieving net-zero carbon emissions by 2050 and we're always looking for the right people to help us get there. People who are as passionate as we are about making energy safer, cleaner and more efficient.

**Join Us**

Are you seeking an opportunity to make a real difference in a company with a global reach and exciting services and clients? Come join us and grow with a team of people who will energize and inspire you!

**About Us**:
With operations in over 120 countries, we provide better solutions for our customers and richer opportunities for our people. As a leading partner to the energy industry, we’re committed to achieving net-zero carbon emissions by 2050 and we’re always looking for the right people to help us get there. People who are as passionate as we are about making energy safer, cleaner and more efficient.

**Join Us**:
Are you seeking an opportunity to make a real difference in a company that values innovation and progress? Join us and become part of a team of people who will challenge and inspire you! Let’s come together and take energy forward.

Baker Hughes Company is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Company Description

IFS is a billion-dollar revenue company with 5000+ employees on all continents. We deliver award winning enterprise software solutions through the use of embedded digital innovation and a single cloud-based platform to help businesses be their best when it really matters-at the Moment of Service.

At IFS, we're flexible, we're innovative, and we're focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society's greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and accept that there are so many different perspectives in this world. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We're looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs.

If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFS.

**Job Description**:

- Hands-on project delivery, including customer and project management. For larger projects there will also be a project manager.
- Facilitating and documenting design workshops. This includes providing best practice advice and guidance to the customer on the best way to configure assyst to support their business goals.
- Working with the customer to build their **assyst** system. This includes assistance with data gathering/loading, knowledge transfer and ongoing best practice guidance.
- Supporting clients in testing of the system and adjusting the system based on the test results.
- Creating customer process and system documentation if in scope
- Coordinating the work of other consultants (technical consultants or trainers)
- Providing user training for some engagements
- On a typical project the work effort is roughly 50% workshops and design and 50% hands on configuration and customer guidance

**Qualifications**:
To be successful you will need to:
**Project Delivery**
- Proactively develop competence in IFS products and process portfolios
- Be comfortable preparing for and delivering presentations, documentation, conducting workshops, assisting customer solutions, and testing solutions
- Bring meaningful professional expertise and content to Customer interactions.
- Active participation in project activities.
- Be aware of the key business needs set out by the Customer and the value IFS products and services can provide.

**Customer Service**
- Work with Customer satisfaction in mind and continually seek opportunities to increase Customer satisfaction and deepen client relationships.
- Acknowledge the value you deliver to the Customer, quantifying this where possible.

**Industry Knowledge**
- Current ITIL® Foundations Certification,
- Advance ITIL® certification a definite plus

You will also have:

- Expertise in designing, facilitating and documenting design workshops, remotely and in person
- Excellent written and presentation communications skills
- Strong documentation skills
- Strong data manipulation and Microsoft Excel skills
- Previously delivered successful projects (on time within budget), with references
- Comfort with relational databases: Microsoft SQL Server and/or Oracle
- Ability to work quickly and accurately to meet tight timescales
- Ability to take a methodical approach to activities such as system analysis and data structuring

Additional Information
**Key Competencies**
- Teamwork, Commercial Awareness, Communication, Influencing Others, Customer Orientation, Thoroughness, Self-Confidence, Flexibility.
- Solid understanding of local business policies and practices.
- As a person, you act proactively with a positive mindset and always have the willingness to win, align with our IFS Core Values

The role will ensure business continuity and minimize the impact of any maintenance issues or outage incidents. The responsibilities include leading the formulation of response guidelines, overseeing end-to-end management of incidents from initiation to resolution, establishing and adhering to incident response procedures and protocols, and coordinating with relevant teams during the incident response. The role documents details, causes, and resolution actions of incidents for future reference, conducts post-incident reviews to identify improvement areas, implements preventive measures to limit future incidents, and acts as an escalation point for major incidents.

Job Responsibilities:

Strategic Contribution

• Ensure all incident are attended to with maximum efficiency and reliability.
• Ensure all incidents and complaints are addressed and resolved within the agreed SLA’s.
• Apply the division's forward-thinking, efficiency-focused vision to his or her daily tasks.
• Execute the divisions incident management plans
• Oversee the formulation of standardized incident response procedures and guidelines
• Ensure business continuity and minimize the impact of utility incidents.
• Maintain updated incident response procedures for all utilities.
• Oversee the documentation of each incident's details, causes, and resolution steps.
• Lead the execution of post-incident review for continuous improvement.
• Help Implement preventive measures to reduce future incidents.
• Act as the escalation point (SPOC) for major incidents and report all significant incidents to senior management

Leadership

• Coordinate with suppliers or vendors to ensure that all work is carried out efficiently, in line with the strategic project management plans, policies and procedures.
• Manage the team by setting priorities and objectives, managing performances, and providing ongoing feedback and coaching to meet the functional challenges and goals.
• Serve as a role model to ensure employees’ awareness and commitment to RSG vision, mission, values, fundamentals, and corporate strategy to establish a highly engaged and motivated human resources, and continuously improve performance.

Policies, Systems, Processes, Procedures, Standards and Reports

• Follow all relevant incident response policies, processes, procedures, and instructions to ensure that work is carried out in a controlled, consistent and effective manner.
• Assist in providing the necessary information and data for the preparation of accurate and timely functional MIS statements and reports to meet corporate and functional requirements, policies, and standards.
• Analyze incident response related processes to identify areas of efficiency.

Safety, Quality & Environment

• Apply safety, quality and environmental management policies, procedures, and controls to ensure employee safety, legislative compliance, delivery of high-quality products/services and a responsible environmental attitude.
• Identify opportunities for continuous improvement to the team's systems, processes and practices considering international best practice, improvement of business processes, cost reduction and productivity improvement.
• Assess operational processes and execute improvement strategies to enhance efficiency
• Ensure that all operations are carried out according to best practices and standards.
• Assess operational processes and execute improvement strategies to enhance efficiency
• Ensure that all operations are carried out according to best practices and standards.

Qualification and Experience

• Bachelor’s degree in engineering with Electrical/Mechanical/Telecommunication technology.
• 6-8 years of relevant experience with at least one year as project lead/manager.

This position is 100% site based.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Engineering and Consulting

Industries

• Utilities and Civil Engineering

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