Service Delivery Operations Specialist

Alnafitha IT

Job Summary/Objective

As a Service Delivery Operations Engineer at Alnafitha IT, this role will support the delivery and operational excellence of deployed solutions by ensuring consistent platform reliability, responding to incidents, coordinating technical handovers, and optimizing operational tasks. This role will oversee operational workflows, monitor system health, and act as a technical coordinator between technical consultants and client teams delivering high-quality service while gaining exposure to cloud-based, infrastructure, and enterprise environments.

Key Responsibilities:

Incident Monitoring & Response

Use monitoring tools to track system health, respond to alerts, and perform Level 2 incident resolution to maintain service stability, minimize disruption, and ensure SLA compliance across solutions

Configuration & Deployment Assistance

Assist in the deployment and configuration of cloud or infrastructure services, conduct health checks and validation post-rollout to ensure deployments are operationally ready and configured according to technical standards

Root Cause Analysis & Continuous Improvement

Perform Root Cause Analysis (RCA) on recurring incidents, document findings, and work with technical teams to improve systems, reduce recurrence, improve operational quality, and drive service evolution.

Automation of Support Tasks

Develop scripts or automation workflows for routine tasks like provisioning, backups, or diagnostics to streamline operations, reduce manual effort, and increase consistency in delivery

Client Handover & Documentation

Create and deliver operational documentation and runbooks; train clients or internal support staff to ensure knowledge transfer, operational continuity, and efficient support readiness

Stakeholder Coordination

Collaborate with consulting, support, and delivery teams to manage issue escalations and technical updates to maintain alignment across teams and ensure timely issue resolution and communication

Standard Operations Procedures (SOP) & Runbook Management

Maintain and update standard operating procedures, deployment checklists, and incident logs to support consistency, audit readiness, and scalable operational practices

Requirements

Qualifications

- Education: Bachelor's in computer science, Information Technology, Engineering, or a related technical field

- Experience: 3 5 years in service delivery, managed services, platform operations, or technical consulting roles

- Familiarity with cloud environments (AWS/Azure), monitoring tools such as Datadog or Nagios, scripting (Python or PowerShell), and incident management

- Understanding of ITIL frameworks (incident, problem, change management) and SLA-based operational delivery

- Ability to articulate technical issues clearly to internal teams and clients; stakeholder coordination skills

- Exposure to hybrid infrastructure environments, process automation, and operational escalation workflows