IT Incident Manager
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Key skills for this role
Role Overview
Own end-to-end IT incident management across the organization.
Minimize business impact from IT disruptions and drive continual service improvement.
Act as the primary point of accountability during major incidents and service outages.
Key Skills for This Role
Full Job Posting
Role Overview
Own end-to-end IT incident management across the organization.
Minimize business impact from IT disruptions and drive continual service improvement.
Act as the primary point of accountability during major incidents and service outages.
Incident Lifecycle Management
- Manage incidents from detection and logging through resolution and closure using ITIL practices.
- Coordinate response across technical teams, vendors, and business stakeholders.
- Lead major incident management bridges and maintain decisive escalation.
- Ensure incidents are categorized, prioritized, and documented in the ITSM platform.
Communication and Stakeholders
- Produce 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 reviews and publish reports for leadership.
Process Improvement
- Improve incident management processes, playbooks, and runbooks.
- Track incident trends and produce KPI dashboards and SLA performance reports.
- Work with Problem Management to eliminate recurring incident root causes.
- Promote continual service improvement across IT Operations.
Governance and Compliance
- Align incident management activities with organizational policies, regulations, and audit expectations.
- Maintain and test incident escalation matrices and on-call rosters.
- Collaborate with Change Management to assess incident-to-change correlation.
Requirements
- Bachelor's degree in information technology, computer science, or a related field.
- ITIL Foundation certification version 3 or 4 is mandatory.
- ITIL Practitioner or Managing Professional certification is preferred.
- At least 4–6 years of IT service management experience, including 2 years in incident management.
- 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 communication skills and the ability to explain technical issues to non-technical audiences.
- Ability to work under pressure and manage multiple priorities.
Location
- The stated job location is Jeddah.
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