Senior Major Incident Manager — ITSM Lead

DXC Technology; As Sudiyah; On-site; OMR 26,915 - 38,450; Full time

Job summary

A leading technology company in Oman is seeking an experienced Incident & Major Incident Manager to oversee the incident management process. The role requires managing high-priority incidents, ensuring SLAs and KPIs are met, and leading teams in high-pressure situations. The ideal candidate will have over 5 years of experience in IT Service Management, a Bachelor's degree, and relevant ITIL certification. Strong communication skills and expertise with ITSM tools are essential.

Qualifications

• 5+ years of experience in ITSM with a focus on Incident and Major Incident Management.
• ITIL v4 Foundation certification (Intermediate or Expert level preferred).
• Experience managing high-pressure situations effectively.

Responsibilities

• Oversee the day-to-day incident management process.
• Drive resolution of high-priority incidents.
• Act as the primary point of contact during major incidents.

Skills

Incident Management

Communication

Analytical Skills

Stakeholder Management

Education

Bachelor's degree in information technology or related field

Tools

ServiceNow

BMC Remedy

Jira Service Management

Job description

A leading technology company in Oman is seeking an experienced Incident & Major Incident Manager to oversee the incident management process. The role requires managing high-priority incidents, ensuring SLAs and KPIs are met, and leading teams in high-pressure situations. The ideal candidate will have over 5 years of experience in IT Service Management, a Bachelor's degree, and relevant ITIL certification. Strong communication skills and expertise with ITSM tools are essential.