Manager/Expert Major Incident - IT

XAD Technologies; Abu Dhabi; On-site; AED 220,000 - 300,000; Full time

Job summary

A leading technology firm is seeking a Major Incident Manager to oversee the resolution of critical incidents affecting IT services. The role requires managing incident responses, coordinating with technical teams, and communicating effectively with stakeholders. Candidates should have extensive experience in incident management and possess relevant IT certifications.

Qualifications

• Minimum 8 years of experience in digital networks and infrastructure.
• 5 years of hands-on experience in Major Incident Management.
• Relevant certifications: ITIL Master, ServiceNow, Business Communication.

Responsibilities

• Manage end-to-end incident response processes.
• Coordinate across cross-functional technical teams.
• Ensure effective communication with stakeholders.

Skills

Analytical Thinking

Problem-Solving

Communication

Multitasking

Education

Bachelor's degree in Information Technology

Tools

ServiceNow

SolarWinds

Dynatrace

Job description

Role Overview:
The Major Incident Manager is responsible for the efficient resolution of major incidents that affect business-critical IT services. This role involves managing the end-to-end incident response process, coordinating across cross-functional technical teams, and ensuring timely and effective communication with stakeholders to minimize business impact.

Required Qualifications:

• Bachelors degree in Information Technology, Computer Science, or a related field.

• Minimum 8 years of experience in large-scale industries managing Digital Networks, Security, and Infrastructure in production environments.

• At least 5 years of hands-on experience in Major Incident Management and advanced monitoring.

• Relevant certifications including:

  • ITIL Master Certification

  • ServiceNow Certification

  • Business Communication Professional Certification

• In-depth knowledge of ITIL incident management processes and industry best practices.

• Proficiency in ITSM platforms, especially ServiceNow.

Key Skills and Expertise:

• Proven expertise in major incident handling and real-time coordination.

• Strong analytical thinking and effective problem-solving capabilities.

• Excellent verbal and written communication skills; ability to engage stakeholders at all levels.

• Calm under pressure, with the ability to manage high-stress and time-sensitive situations.

• Highly organized, with excellent multitasking and prioritization skills.

• Practical experience with monitoring and event management tools such as:

  • SolarWinds

  • Dynatrace

• Skilled in triaging and identifying root causes using monitoring tools.

• Solid background in Digital & Cybersecurity application/infrastructure monitoring.

• Familiarity with cloud monitoring tools and technologies.

• Strong knowledge of network protocols and administration.

• Good understanding of digital and cybersecurity service management processes