Description

Job Overview

APAR is seeking a highly skilled IT Service Management professional to join our team in the United Arab Emirates. With 8 to 15 years of relevant experience, the ideal candidate will play a key role in supporting enterprise IT service operations, driving efficient incident management, and maintaining high service standards.

Key Responsibilities

The successful candidate will be responsible for managing Incident, Service Request, and Service Catalog processes using ServiceNow. Core duties include ticket triage, prioritization, escalation, and SLA adherence. Providing hands-on support for Microsoft Intune device provisioning and troubleshooting is also essential.

Aligning ITSM processes with ITIL best practices, conducting root cause analysis, and supporting problem resolution form a major part of the role. The candidate will also prepare and maintain standard operating procedures, knowledge articles, and process documentation.

Collaboration with technical teams and business stakeholders will be crucial to ensure timely issue resolution. Delivering top-notch customer service and supporting enterprise applications such as Oracle Fusion are additional responsibilities.

Required Skills and Qualifications

The ideal candidate must have a minimum of 8 years of experience in IT Service Desk, IT Service Management, or IT Service Delivery roles. Strong practical knowledge of ServiceNow and ITIL certification are mandatory.

Experience with Microsoft Intune device management and robust skills in incident and service request management, including SLA and escalation handling, are required. Excellent communication and stakeholder management abilities, as well as a teamwork-oriented mindset, are essential.

A bachelor’s degree in IT, Computer Science, or a related field is required. Holding an ITIL Foundation certification is compulsory, while certifications in ServiceNow and Microsoft 365/Endpoint Management will be considered advantageous.

Work Environment and Notice Period

This position is based in the UAE and requires candidates who can join immediately or within a maximum of 30 days.

How to Apply

Interested candidates can apply by submitting their updated resume to the email address: shilpa.singh@apar.com.