Officer - IT Support Egypt
At Almosafer (part of Seera Group),
We’re not just part of the travel industry, we’re helping shape its future.
As Saudi Arabia’s leading travel company, we serve millions across every segment of the travel and tourism ecosystem.
Rooted in our name “Almosafer,” meaning the traveler, we strive to make every journey seamless, personal, and purposeful. Our diverse platforms and services are built to deliver enriching experiences that reflect the spirit of Saudi Arabia and the wider region.
We’re united by a bold vision:
To be the undisputed leader in travel services, fostering lasting connections and setting new benchmarks for excellence in the Kingdom and beyond.
Our team across Saudi Arabia and the wider region blends deep cultural understanding with forward-thinking innovation, shaping a new standard for travel in the region.
About the job:
The ITSM Specialist is responsible for managing, improving, and supporting IT service management processes to ensure high-quality IT services aligned with business needs. The role focuses on ITIL based practices such as Incident, Problem, Change, Request, and Service Level Management.
Key Responsibilities:
- Manage and support ITSM processes (Incident, Problem, Change, Request and Knowledge Management).
- Ensure IT services meet agreed SLAs and KPIs.
- Monitor service performance and identify areas for improvement.
- Coordinate with IT support teams, vendors and business stakeholders.
- Maintain and improve ITSM documentation, workflows and procedures.
- Support service transition and change activities to minimize service disruption
- Analyze incidents and problems to identify root causes and preventive actions.
- Maintain ITSM tools (e.g., ServiceNow, Freshworks, Jira Service Management). Prepare reports and dashboards on service performance.
- Ensure compliance with ITIL best practices and organizational policies.
Required Skills:
- Acknowledge of ITIL framework.
- Incident, Problem, Change and Service Request Management.
- Service Level Management (SLAs, OLAs).
- ITSM reporting and KPI tracking.
- Understanding of IT infrastructure and applications.
- Experience with ticketing systems and workflow.
- Strong communication and stakeholder management skills.
- Problem-solving and analytical thinking.
- Ability to work under pressure and manage priorities.
- Attention to detail and documentation skills.
- Team collaboration and coordination Education & Certifications: Bachelor’s degree in Information
Technology, Computer Science, or related field (preferred).
Being you @ Almosafer:
At Almosafer, our teams work with purpose, clarity, and a shared commitment to doing things the right way.
Whether you're building platforms, supporting travelers, or shaping strategy, your work connects to something bigger. Across functions and locations, we value accountability, trust, and collaboration - and we create the structure and space for you to contribute meaningfully from day one.
Here, you will find:A purpose-led workplace where your ideas can create real impact
Ongoing learning and development to help you grow with intention
Recognition that celebrates your wins, both big and small
A community built on trust, curiosity, and shared momentum
No matter where your journey started, at Almosafer, you will find space to grow, connect, and contribute meaningfully.