Incident Command & ITSM Analytics Specialist

Saudi Business Machines; As Sudiyah; On-site; OMR 10,298 - 13,730; Full time

Job summary

A leading IT service company in Oman is looking for a professional in Incident Management. The role requires a Bachelor's degree in a related field and 2-4 years of experience in IT Operations. The ideal candidate will manage incidents, ensure communication with stakeholders, create reports, and conduct post-incident analysis. Strong understanding of ITSM frameworks and excellent documentation skills are essential. This position offers a competitive salary package in a dynamic environment.

Qualifications

• 2–4 years of experience in Incident Management, IT Operations, or related IT Service Management.
• Strong documentation skills for maintaining procedures and reporting guidelines.
• Ability to operate under pressure in fast-paced environments.

Responsibilities

• Identify, classify, and prioritize incidents based on severity and impact.
• Monitor alerts and system reports to detect service-impacting issues.
• Open cases with vendors for issues impacting the platform.
• Record detailed incident information in the Incident Management System.
• Communicate with stakeholders, providing updates on incidents.
• Conduct post-incident reviews to identify gaps and process improvements.

Skills

IT Service Management frameworks (ITIL)

Incident logging and classification

Analytical skills

Incident management tools proficiency

Communication skills

Time management

Quality assurance procedures

Education

Bachelor’s degree in IT, Computer Science, MIS, Engineering or related field

Tools

Incident management tools

Data visualization tools

Job description

A leading IT service company in Oman is looking for a professional in Incident Management. The role requires a Bachelor's degree in a related field and 2-4 years of experience in IT Operations. The ideal candidate will manage incidents, ensure communication with stakeholders, create reports, and conduct post-incident analysis. Strong understanding of ITSM frameworks and excellent documentation skills are essential. This position offers a competitive salary package in a dynamic environment.