Incident Manager at TAWANTECH

Riyadh, Riyadh Region, Saudi Arabia -

Full Time

Start Date

Immediate

Expiry Date

13 Jan, 26

Salary

0.0

Posted On

15 Oct, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Analytical Skills, Problem-Solving Skills, Communication Skills, Interpersonal Skills, Incident Management, ITIL Best Practices, ServiceNow, JIRA, Team Coordination, Stakeholder Management, Root Cause Analysis, Post-Incident Review, Continuous Improvement, Training, Documentation, Metrics Development

Industry

Software Development

Description

Job Purpose: The Incident Manager will be responsible for managing the incident resolution process, ensuring the timely restoration of normal service operation while minimizing impact on the business. The role involves coordination between various IT teams, stakeholders, and service providers to drive incident management best practices and establish a culture of continuous improvement. Key Responsibilities: Lead the incident management process to ensure quick and effective resolution of incidents and service disruptions. Act as the primary point of contact for all major incidents, ensuring effective communication with relevant stakeholders. Coordinate resources and manage timelines to restore services promptly. Document incident details, including root cause analysis, resolution steps, and preventive measures. Facilitate post-incident reviews and identify opportunities for improvement in incident management processes. Develop and maintain incident management metrics and reports for management review. Implement incident management processes that align with ITIL best practices. Train and provide guidance to IT staff on incident management processes and tools. Qualifications: Bachelor’s degree in Information Technology, Computer Science, or a related field. ITIL certification or equivalent incident management framework certification is preferred. Experience: 10 years of experience in incident management or IT support roles, preferably within the banking or financial services sector. Proven experience in managing high-pressure incidents and coordinating cross-functional teams. Skills & Competencies: Strong analytical and problem-solving skills. Excellent communication and interpersonal skills to effectively collaborate with stakeholders. Ability to work in a fast-paced environment and manage multiple priorities. Knowledge of incident management tools and ticketing systems (e.g., ServiceNow, JIRA).

Responsibilities

The Incident Manager will lead the incident management process to ensure quick and effective resolution of incidents and service disruptions. This role involves acting as the primary point of contact for major incidents and coordinating resources to restore services promptly.