Incident Manager

Randstad (Schweiz) AG; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company seeks an experienced Incident Manager to join their team in Dubai. The ideal candidate will oversee incident management processes, ensuring minimal disruption to operations while collaborating with cross-functional teams. This role requires extensive experience and an ITIL certification, presenting an opportunity to drive continuous improvement in incident handling.

Qualifications

• 10+ years of major work experience.
• ITIL Certification required.

Responsibilities

• Manage the lifecycle of the incident from identification to restoration.
• Coordinate with cross-functional IT teams and update on incident management processes.
• Conduct post-incident reviews and coordinate with Problem Management after incident closure.

Skills

Incident Management

Business Impact Analysis

Communication

ITIL

Job description

We're Hiring: Incident Manager!

We are looking for an experienced and proactive Incident Manager to join our dynamic team in Dubai, UAE. The ideal candidate will have a strong background in incident management and a proven track record of leading teams through critical incidents while ensuring minimal disruption to business operations.

Location: Dubai, United Arab Emirates
Work Mode: Work From Office
Role: Incident Manager

Salary: 15,000 AED

Duration: 6 Months

• 10+ years of major work experience.
• ITIL Certification Required
• Manage the lifecycle of the incident (from incident identification to incident restoration).
• Perform business impact analysis to categorize and prioritize incidents.
• Handle incident triage and communication.
• Conduct post-incident reviews.
• Proactively monitor and identify incidents.
• Collaborate with cross-functional IT teams (IT infrastructure, IT security, development team, application team, vendors, problem management, change management) and update on incident management processes.
• Identify areas of improvement through continuous improvement processes.
• Perform trend analysis and share monthly and quarterly reports with management.
• Coordinate with the Problem Management team after incident closure.
• Maintain and update the Incident Management process documentation.
• Maintain incident records.

Additional responsibilities include:

• Manage daily operations including Service Requests, Incidents, Problems, Changes, and Service Level Management for infrastructure and application support (Managed Services).
• Manage Major Incidents with timely communication and conduct formal root cause analysis as part of Problem Management, delivering reports within SLA.
• Coordinate with multiple teams including IT infrastructure, application, and engineering teams for effective resolution.
• Follow escalation matrix (functional/hierarchical) during major incidents.
• Provide effective communication to all stakeholders without technical details.

Apply as soon as possible!