About the Job:
Rackspace Technology is a leading provider of expertise and managed services across all major public and private cloud technologies. The company has evolved its Fanatical Support to encompass the entire customer journey, delivering a Fanatical Experience™ from initial consultation to daily operations. Rackspace is currently seeking a detail-oriented ITSM Specialist to support the implementation and operation of IT Service Management processes.
In this role, you will be part of the ITSM team responsible for maintaining and improving service management practices based on ITIL frameworks. Key responsibilities include owning the Incident Management (IM), Problem Management (PM), and Knowledge Management (KM) processes, defining and maintaining associated documentation and procedures, and ensuring they are followed by all HexaCloud teams.
Responsibilities:
- Ownership of IM, PM, and KM processes, including guidelines, standards, and policies.
- Define and maintain processes and procedures for IM, PM, and KM.
- Facilitate Major Incident Management and monitor incident trends.
- Ensure knowledge articles, known errors, and resolutions are documented.
- Monitor the efficiency of processes through KPIs and produce management information reports.
- Review integration issues between various processes and make recommendations.
- Chair incident and problem review meetings and provide recommendations for improvements.
- Conduct audits and act as the point of contact for all Major Incidents.
Requirements:
- A bachelor’s degree in IT or equivalent is required.
- ITIL Foundation certification is required; Intermediate/Specialist certification is a strong plus.
- 5+ years of IT Service Management experience, particularly in IM, PM, and KM processes.
- Strong knowledge of ITIL framework and IT Operations.
- Excellent communication skills.
- Experience with ITSM tools, preferably ServiceNow.
Additional Skills (Good To Have):
- Experience with SLA design and monitoring.
- Understanding of DevOps practices as they relate to ITSM.
- Familiarity with vendor management processes and IT governance frameworks (COBIT, ISO 20000).
- Experience with survey tools and customer satisfaction measurement.
Work Conditions:
Full-time, Remote
Location:
Makkah Region (Remote)
Language Requirements:
[No specific language requirements were mentioned in the job listing.]
