Role: Incident Manager Location: Riyadh KSADuration: Full Time Experience: 6-14 Years
Responsibilities· Incident coordination and management: Lead the response to critical IT disruptions, coordinating efforts across multiple technical teams to restore services quickly.· Major incident handling: Act as the primary point of contact for high-impact incidents, managing the process from start to finish and serving as an escalation point for major issues.· Communication: Provide clear and timely communication to all stakeholders, including technical teams, senior leadership, and affected end-users. This includes crafting both internal and external updates.· Prioritization: Categorize and prioritize incidents based on their urgency and impact on the business to ensure the most critical issues are addressed first.· Root cause analysis (RCA): Drive post-incident reviews to identify the underlying causes of incidents and recommend preventative measures.· Process improvement: Develop and refine incident management procedures, runbooks, and escalation policies to improve overall efficiency and effectiveness.· Documentation: Ensure comprehensive documentation of all incidents, including actions taken, resolution steps, and a timeline of events.· On-call support: Participate in an on-call rotation to provide 24/7 support for critical incidents as needed.

· Key qualifications· Education: A bachelor's degree in Information Technology, Computer Science, Engineering, or a related field is often required or preferred.· Experience: Several years of experience in IT service management, IT operations, or a similar role, with proven experience in handling complex incidents.· Technical expertise:o Strong knowledge of IT infrastructure, including networking, servers, and applications.o Proficiency with IT Service Management (ITSM) tools like Service Now, Jira Service Management, or Pager Duty.o Familiarity with monitoring and alerting tools such as Splunk, Datadog, or Prometheus.o Knowledge of standard frameworks, with ITIL (Information Technology Infrastructure Library) being highly valued.o ITIL 4 / COBIT / Agile Certifications

· Soft skills:o Leadership: The ability to lead cross-functional teams and make decisions decisively under pressure.o Problem-solving: Exceptional analytical and critical thinking skills to quickly diagnose issues with limited information.o Communication: Excellent verbal and written communication to effectively manage expectations and convey information to diverse audiences.o Resilience: The capacity to remain calm and focused during high-stress situations.o Collaboration: Strong interpersonal skills to facilitate teamwork among different departments.