SLA Engineer (Operations Support)

Tawantech • Financial Services • Banking • Bachelor's Degree • 5 hours ago

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Salary

≈ $27k – $67k per year (Estimated)

Location

In office (Riyadh)

Employment

Full-Time

Overview

Company

Impact

Profile match

Tawantech

Tawantech is a Saudi financial technology company that builds payment and digital banking infrastructure for institutions in the Gulf, operating in a market being reshaped deliberately by regulation. Saudi Arabia has pushed hard to move a heavily cash economy onto digital payments, licensing new payment providers and mandating instant transfer infrastructure, which created demand for local technology suppliers where almost none existed. Based in Riyadh, it develops payment processing, wallet and banking systems for banks, fintechs and merchants, and it recruits engineers into a market where domestic technical supply lags the pace of the reform programme.

tawantech.com • HQ: Riyadh, Saudi Arabia • Banking • Payments • Financial Services • FinTech • 51-200 employees

Role Summary:

The SLA Engineer will manage and monitor SLA performance for IT services, ensuring transparent governance, compliance reporting, and continuous improvement of service delivery against agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and operational KPIs.

Key Responsibilities:

Own IT SLA management and governance for operational IT services
Monitor, measure, and track service performance vs. agreed SLAs/OLAs and KPIs
Produce quality weekly/monthly performance reports, executive dashboards, and scorecards
Identify service performance risks and coordinate corrective/preventive actions with relevant teams
Support service review meetings, operating governance forums, and management reporting
Maintain SLA/OLA/KPI documentation and ensure alignment to business objectives
Monitor exceptions and proactively engage stakeholders to mitigate risks
Analyze degradation trends and coordinate improvement plans with technical teams
Ensure accuracy and integrity of performance data collected from ITSM and monitoring platforms
Support Continuous Service Improvement (CSI) through service performance analysis

Requirements

Skills & Experience Requirements:

Minimum 5 years experience in IT Service Management and SLA Governance
Strong knowledge of ITIL Service Level Management processes
Experience in KPI development, reporting, and service performance analysis
Strong stakeholder management and communication skills
Experience in banking / highly regulated environments preferred

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