IT Incident Manager
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Key skills for this role
About the Role
The Saudi National Bank is hiring an IT Incident Manager to oversee end-to-end incident management in Jeddah. The role requires ITIL certification, 4-6 years of ITSM experience, and expertise in ServiceNow or similar platforms.
Key Skills for This Role
Responsibilities
- Own and manage the full incident lifecycle from detection to closure in accordance with ITIL best practices.
- Coordinate incident response across technical teams, vendors, and business stakeholders.
- Drive Major Incident Management (MIM) bridges and maintain clear communication and escalation.
- Produce timely incident notifications and status updates for technical teams, management, and end users.
- Chair post incident review (PIR) meetings and publish incident reports to leadership.
- Define, maintain, and improve incident management processes, playbooks, and runbooks.
- Track incident trends and produce KPI dashboards and SLA performance reports.
- Identify recurring incidents and work with Problem Management to drive root cause elimination.
- Ensure incident management activities align with organizational policies and regulatory requirements.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or related field
- ITIL Foundation certification (v3 or v4) mandatory
- Minimum 4 6 years of experience in IT Service Management
- At least 2 years in an Incident Management role
- Proficiency with ITSM platforms such as ServiceNow, Jira Service Management, or BMC Remedy
- Strong understanding of IT infrastructure, cloud platforms, and enterprise application environments
- Excellent written and verbal communication skills
- Saudi nationality
Full Job Posting
Job Overview
- The IT Incident Manager is responsible for the end to end management of IT incidents across the organization, ensuring that all incidents are responded to, resolved, and communicated in a timely and effective manner.
- This role is central to minimizing the business impact of IT disruptions and driving continuous service improvement through root cause analysis and proactive measures.
- The IT Incident Manager works cross functionally with technical teams, business stakeholders, and senior leadership, acting as the primary point of accountability during major incidents and service outages.
Key Responsibilities
- Own and manage the full incident lifecycle — from detection and logging to resolution and closure — in accordance with ITIL best practices.
- Coordinate incident response across technical teams, vendors, and business stakeholders to ensure swift restoration of services.
- Drive Major Incident Management (MIM) bridges, maintaining clear communication and decisive escalation throughout.
- Ensure all incidents are accurately categorized, prioritized, and documented in the ITSM platform.
- Produce timely, clear incident notifications and status updates for technical teams, management, and affected end users.
- Serve as the primary escalation point for Severity 1 and Severity 2 incidents.
- Chair post incident review (PIR) meetings and publish incident reports to leadership.
- Define, maintain, and improve incident management processes, playbooks, and runbooks.
- Track incident trends and produce KPI dashboards and SLA performance reports.
- Identify recurring incidents and work with Problem Management to drive root cause elimination.
- Champion a culture of continual service improvement across IT Operations.
- Ensure incident management activities align with organizational policies, regulatory requirements, and audit expectations.
Job Requirements
- Nationality: Saudi
- Bachelor's degree in information technology, Computer Science, or a related field.
- ITIL Foundation certification (v3 or v4) mandatory; ITIL Practitioner or Managing Professional preferred.
- Minimum 4–6 years of experience in IT Service Management, with at least 2 years in an Incident Management role.
- Proven experience managing Major Incidents in complex, multi vendor IT environments.
- Proficiency with ITSM platforms such as ServiceNow, Jira Service Management, or BMC Remedy.
- Strong understanding of IT infrastructure, cloud platforms, and enterprise application environments.
- Excellent written and verbal communication skills, with the ability to communicate technical issues to non technical audiences.
- Demonstrated ability to work under pressure, managing multiple priorities in a fast paced environment.
Location
- Jeddah
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