Reporting & Service Analyst

OmniOps is a Riyadh-based technology solutions provider, serving organizations across Saudi Arabia and beyond. With offices in Jordan, Egypt, and Morocco, we specialize in empowering businesses to migrate and scale their AI technology infrastructure confidently, achieving a high level of maturity in their digital landscapes. Our comprehensive services and products guarantee seamless cloud migration, scalability, and management, ensuring optimal performance and consistent reliability for our valued partners.

About The Role OmniOps is looking for a detail-driven Reporting & Service Analyst to own the reporting and performance-evidence backbone of a managed-services engagement. You’ll turn raw operational data from the ITSM and monitoring platforms into clear, accurate performance reporting that both OmniOps leadership and the client rely on. Working closely with the Operations Manager and Delivery Manager, you’ll produce the reporting and review materials that demonstrate the service is being delivered to target. This is a mid-level role reporting to the Delivery Manager.

What You’ll Do Performance Reporting

• Own the measurement of each service level and performance metric against its target, using ITSM and monitoring evidence.
• Calculate achievement, shortfalls and any associated service credits accurately and transparently.
• Maintain the reporting data set so figures are consistent, auditable and traceable to source.

Operational Reporting & Dashboards

• Produce regular operational reporting covering incidents by priority, problems, changes, patch compliance, backup success, restore tests, capacity and staffing.
• Build and maintain operational dashboards for daily, weekly and periodic views of service health.
• Ensure reporting is delivered on schedule and to a consistent, professional standard.

Service Review Support

• Prepare materials for the weekly, periodic and quarterly governance forums.
• Highlight trends, risks and improvement opportunities from the data, not just raw numbers.
• Support the Operations Manager and Delivery Manager with analysis ahead of client reviews.

Data Quality & Analysis

• Monitor ticket and data quality, flagging gaps, miscategorization or inconsistencies that would distort reporting.
• Analyze trends in incident volume, backlog, resolution times, patch workload, after-hours activity and performance against targets.
• Provide early insight into emerging risks, capacity pressures or recurring problems.

Continuous Improvement

• Track improvement actions, owners and status, and report on progress.
• Recommend improvements to reporting, automation and dashboards to reduce manual effort and improve accuracy.
• Maintain reporting templates and ensure they stay aligned with agreed performance definitions.

Nice to Have

• ITIL v4 certification (Foundation or higher).
• Experience with reporting or BI tools (for example Power BI, Grafana or similar).
• Familiarity with cloud and infrastructure operations metrics.
• Arabic and English proficiency.