Incident Manager

Dicetek LLC; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in the UAE is looking for an Incident Manager to oversee the incident lifecycle and ensure swift restoration of IT services. The successful candidate will have a strong background in incident management with expertise in ITIL processes and tools. This role requires effective communication and coordination across various IT teams to minimize impact and enhance overall service quality.

Qualifications

• 5+ years of experience in IT service management, focusing on incident management.
• Relevant certifications such as ITIL Foundation, ISO/IEC 20000.
• Strong understanding of ITIL incident management processes.

Responsibilities

• Manage the incident lifecycle: detection, logging, classification, investigation, and resolution.
• Coordinate with IT teams for timely incident resolutions.
• Conduct post-incident reviews for continuous improvement.

Skills

Incident management

Analytical skills

Problem-solving

Communication

Education

Bachelor’s degree in Information Technology

Bachelor’s degree in Computer Science

Tools

ServiceNow

BMC Remedy

Job description

Role Overview

The Incident Manager is responsible for managing the incident lifecycle to ensure that IT services are restored as quickly as possible after an interruption. This role requires strong expertise in incident management processes, coordination, and communication with various stakeholders to minimize business impact.

Key Responsibilities

• Manage the incident lifecycle, including detection, logging, classification, prioritization, investigation, resolution, and closure of incidents.
• Coordinate with IT teams and service desk to ensure timely resolution of incidents and minimize downtime.
• Escalate incidents as necessary according to established escalation processes.
• Communicate incident status, impact, and resolution progress to stakeholders, including users and management.
• Conduct post-incident reviews to identify root causes and ensure continuous improvement in incident management processes.
• Maintain and update the incident management process documentation and ensure compliance with ITIL or other relevant frameworks.
• Develop and deliver training on incident management processes and tools to IT staff.
• Collaborate with Problem and Change Managers to ensure seamless coordination between incident, problem, and change management processes.
  
  

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience in IT service management, with a focus on incident management.
• Relevant certifications such as ITIL Foundation, ISO/IEC 20000, or similar.
• Strong understanding of ITIL incident management processes and best practices.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar.
  
  

Key Skills

• Expertise in incident management and coordination.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage high-stress situations.
• Strong organizational and multitasking skills.