Incident Manager

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

Job summary

A leading AI and IT company in Abu Dhabi is seeking a Major Incident Manager to oversee high-priority incidents, ensuring rapid restoration of service. The ideal candidate should have 5–7 years of experience and demonstrate expertise in major incident management, including leading crisis communications. You will coordinate teams and manage incident SLAs while continuously improving processes. This role offers a full-time contract of 1 year, extendable based on performance.

Qualifications

• 5–7 years of experience in incident management.
• Strong expertise in managing high-priority incidents.
• Capability to lead major incident communications.

Responsibilities

• Coordinate L1/L2/L3 teams and vendors.
• Manage incident SLAs and aging tickets.
• Lead major incident calls and communications.
• Produce incident reports and analytics.
• Continuously improve incident management processes.

Skills

ITIL 4 Specialist: Drive Stakeholder Value (DSV)

Major Incident Management expertise

ServiceNow

Jira SM

Remedy

Crisis management

Communication skills

Job description

• Location: Abu Dhabi, UAE

• Employment: Full Time

• Industry: AI and IT Company

• Sector: Government Entity

• Contract: 1 year – extendable

• Experience: 5–7 Years

Role Overview

Manages high-priority and major incidents to restore service quickly and minimize business impact.

Key Responsibilities

• Coordinate L1/L2/L3 teams and vendors

• Manage incident SLAs and aging tickets

• Lead major incident calls and communications

• Produce incident reports and analytics

• Continuously improve incident management processes

Required Skills & Certifications

• ITIL 4 Specialist: Drive Stakeholder Value (DSV)

• Major Incident Management expertise

• ServiceNow / Jira SM / Remedy

• Strong crisis management and communication skills