Incident Management 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

Education:
Bachelor’s degree in Information Technology, Computer Science, MIS, Engineering, or related field.

Experience:
2–4 years of hands-on experience in Incident Management, IT Operations, NOC/SOC roles, or IT Service Management functions.

Monthly Salary Package:
9,00 - 12,000 SAR

Qualifications & Skills:

• Strong understanding of IT Service Management (ITSM) frameworks, especiallyITIL.
• Experience in incident logging, classification, prioritization, investigation, and closure.
• Ability to manage multiple incidents simultaneously and meet defined SLAs.
• Strong analytical skills to identify trends, anomalies, recurring issues, and performance insights.
• Proficiency with incident management tools and monitoring platforms.
• Experience preparing and documenting incident reports, RCA reports, trend analyses, and performance metrics.
• Strong communication skills for interacting with internal teams, management, and external vendors.
• Experience coordinating with technology vendors, opening cases, uploading logs, and attending technical meetings.
• Ability to create dashboards, charts, and data visualizations for performance and incident reporting.
• Knowledge of KPIs, thresholds, capacity metrics, and SLA compliance reporting.
• Experience developing customized reports for different stakeholders (management, technical teams, executives).
• Strong documentation skills for maintaining procedures, quality standards, and reporting guidelines.
• Ability to perform executive-level reporting with clear insights and strategic recommendations.
• Excellent time management and ability to operate under pressure in fast-paced environments.
• Experience defining and maintaining quality assurance procedures, conducting audits, and ensuring compliance with standards such as ISO.

Responsibilities:

• Identify, classify, and prioritize incidents based on severity, business impact, and urgency.
• Monitor alerts, notifications, and system reports to detect service-impacting issues.
• Open cases with vendors/manufacturers for all technologies under the Platform & Infrastructure Operations Department.
• Upload required logs, follow up on vendor tickets, and arrange technical meetings with experts.
• Record detailed incident information in the Incident Management System, including timeline, affected services, and initial diagnostics.
• Maintain clear communication with stakeholders, providing real-time updates on incident progress and resolution actions.
• Escalate critical incidents to higher-tier support teams and management following defined escalation matrices.
• Conduct post-incident reviews to identify gaps, corrective actions, and process improvements.
• Generate detailed incident reports, RCA documents, SLA compliance reports, and performance dashboards.
• Analyze historical incident data to identify patterns, recurring issues, and long-term trends.
• Prepare capacity planning reports, availability performance reports, and network utilization summaries.
• Create custom reports tailored to management, executives, technical teams, or auditors as required.
• Utilize data visualization tools to present insights through dashboards, charts, and reports.
• Maintain continuous improvement of incident management procedures, workflows, and quality standards.
• Ensure compliance with industry standards, best practices, and organizational policies, including ISO-aligned quality frameworks.
• Define and maintain KPIs, benchmarks, performance thresholds, and quality metrics for monitoring activities.