Incident Manager

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

Job summary

An established industry player is seeking an Incident Manager to oversee the incident lifecycle and ensure swift restoration of IT services. This dynamic role involves coordinating with IT teams, managing incidents from detection to resolution, and communicating effectively with stakeholders. The ideal candidate will have over 5 years of experience in IT service management, a strong grasp of ITIL processes, and the ability to drive continuous improvement. Join a forward-thinking company that values expertise and offers a collaborative environment where your contributions will have a significant impact on service delivery.

Qualifications

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

Responsibilities

• Manage the incident lifecycle ensuring timely resolution and minimal downtime.
• Communicate incident status and conduct post-incident reviews for improvement.

Skills

Incident Management

Coordination

Communication

ITIL Processes

Problem Management

Education

Bachelor’s degree in Information Technology

Bachelor’s degree in Computer Science

Tools

ServiceNow

BMC Remedy

Job description

AIQU is hiring for an Incident Manager for Abu Dhabi, UAE.

Job Details:

Role: Incident Manager

Work Location: Abu Dhabi, UAE

Start Date: Immediate to 30 Days

Salary & Benefits: (Negotiable based on the expertise)

Requirement:

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.

• 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.

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.

To apply, please send your resume to [e-mail].