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Incident Manager
Lumina Personnel
Abu Dhabi, UAE
Full Time
Senior
Hybrid
1 weeks ago
Incident ManagementIT Service Management (ITSM)Root Cause AnalysisService RestorationStakeholder ManagementCrisis Communication
Free
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Incident ManagementIT Service Management (ITSM)Root Cause Analysis
About the Role
Lumina Personnel is seeking an experienced Incident Manager to lead incident management processes and coordinate response efforts. The role requires 5+ years in incident management or related fields, ITIL certification preferred, and experience with ITSM platforms.
Key Skills for This Role
Incident ManagementIT Service Management (ITSM)Root Cause AnalysisService RestorationStakeholder ManagementCrisis Communication
Responsibilities
- Develop and implement incident management strategies, policies, and procedures
- Lead the end to end incident management lifecycle including identification, classification, escalation, and resolution
- Manage major incidents by coordinating technical teams, stakeholders, and leadership
- Monitor KPIs such as MTTD, MTTR, SLA compliance, and service availability
- Facilitate incident bridges, war rooms, and stakeholder communications during critical incidents
- Conduct root cause analyses and post incident reviews to prevent recurrence
- Ensure compliance with ITSM processes, regulatory requirements, and security standards
- Develop incident response playbooks and escalation procedures
- Prepare incident reports and executive summaries for senior leadership
- Lead, mentor, and develop incident coordinators and cross functional teams
Requirements
- Bachelor's degree in Information Technology, Computer Science, or related field preferred
- Professional certifications such as ITIL, CISSP, CISM, or PMP are advantageous
- 5+ years of experience in incident management, IT service management, or related roles
- 2+ years of experience managing major incidents or incident response teams preferred
- Strong understanding of incident management processes, ITSM, root cause analysis, and service restoration
- Experience with ITSM platforms (e.g., ServiceNow, Jira Service Management), monitoring tools, and SIEM platforms
- Strong leadership, analytical, and problem solving skills
- Excellent communication and stakeholder management abilities
- Ability to remain calm under pressure and coordinate response during high impact incidents
Full Job Posting
About Us
- We are a technology and operations driven organization committed to delivering reliable, secure, and resilient services to customers and stakeholders.
- Our teams collaborate across IT operations, infrastructure, cybersecurity, software engineering, customer support, business continuity, risk management, and executive leadership.
The Role
- We are seeking an experienced Incident Manager to lead incident management processes, coordinate response efforts, and ensure timely resolution of operational and technology related incidents.
- The ideal candidate will oversee major incident response activities, drive service restoration, facilitate cross functional collaboration, and implement continuous improvement initiatives.
Key Responsibilities
- Develop and implement incident management strategies, policies, procedures, and governance frameworks aligned with organizational objectives and service management best practices
- Lead the end to end incident management lifecycle, including incident identification, classification, prioritization, escalation, coordination, resolution, recovery, and post incident review activities
- Manage major incidents and critical service disruptions by coordinating technical teams, stakeholders, vendors, and leadership to restore services as quickly as possible
- Collaborate with IT operations, infrastructure, cybersecurity, software engineering, customer support, business continuity, risk management, and executive leadership to ensure effective incident response and communication
- Monitor key performance indicators (KPIs) including mean time to detect (MTTD), mean time to resolve (MTTR), incident recurrence rates, SLA compliance, service availability, customer impact, and response effectiveness
- Facilitate incident bridges, war rooms, stakeholder communications, status updates, executive briefings, and customer notifications during critical incidents
- Conduct root cause analyses, post incident reviews, lessons learned sessions, and corrective action planning to prevent recurrence and improve operational resilience
- Ensure compliance with IT service management (ITSM) processes, regulatory requirements, security standards, business continuity frameworks, and organizational policies
- Develop incident response playbooks, escalation procedures, communication protocols, and operational readiness plans to improve response effectiveness
- Utilize IT Service Management (ITSM) platforms, monitoring systems, observability tools, Security Information and Event Management (SIEM) solutions, Microsoft Office Suite, Power BI, and analytics platforms to manage incidents and monitor performance
- Prepare incident reports, operational dashboards, trend analyses, executive summaries, and strategic recommendations for senior leadership
- Lead, mentor, and develop incident coordinators, service management professionals, operational responders, and cross functional teams while fostering a culture of accountability, collaboration, resilience, and continuous improvement
Requirements
- Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, Business Administration, or a related field preferred
- Professional certifications such as ITIL, Certified Information Systems Security Professional (CISSP), Certified Information Security Manager (CISM), Project Management Professional (PMP), or equivalent are advantageous
- 5+ years of experience in incident management, IT service management, operations management, cybersecurity operations, technical support, or related roles
- 2+ years of experience managing major incidents, service operations, incident response teams, or operational support functions preferred
- Strong understanding of incident management processes, IT service management (ITSM), root cause analysis, service restoration, business continuity, crisis communication, and operational risk management
- Experience with ITSM platforms (such as ServiceNow, Jira Service Management, or equivalent), monitoring tools, SIEM platforms, observability solutions, Microsoft Office Suite, Power BI, and reporting systems
- Familiarity with cloud platforms, DevOps practices, Site Reliability Engineering (SRE), cybersecurity incident response, automation technologies, and AI powered operational analytics is advantageous
- Strong leadership, analytical, decision making, organizational, and problem solving skills
- Excellent communication, stakeholder management, facilitation, crisis management, and cross functional collaboration abilities
- Ability to remain calm under pressure and effectively coordinate response efforts during high impact incidents and critical service disruptions
- Ability to work independently in remote and hybrid environments and support on call or after hours incident response activities when required
What We Offer
- Flexible remote / hybrid work opportunity within the United Arab Emirates
- Competitive compensation package
- Professional development and service management leadership growth opportunities
- Exposure to enterprise scale operations, incident response programs, digital transformation initiatives, and operational resilience strategies
- Collaborative and technology driven work environment
- Supportive culture focused on reliability, accountability, innovation, and continuous improvement
- Opportunity to lead critical incident response efforts that protect service availability, customer trust, and business continuity
- Clear career progression within incident management, IT operations leadership, service management, operational resilience, and executive technology functions
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