Incident & Problem Management Specialist

malomatia; Qatar; On-site; QAR 180,000 - 300,000; Full time

Job summary

Malomatia is seeking a Senior IT Service Management Specialist to optimize Incident, Major Incident, and Problem Management across services. You will coordinate multi‑team responses, maintain records, and drive continuous improvement in service reliability and customer experience.

You will support bridge calls, root-cause analysis, and post-incident reviews while producing dashboards and reports for governance and audits.

Qualifications

• Bachelor’s degree in information technology, computer science, software engineering, information systems, or related discipline.
• ITIL 4 Foundation certification is required; training in Incident, Major Incident, and Problem Management is preferred.
• Training in SIAM, COBIT, ISO/IEC 20000, Lean Six Sigma, risk management, business continuity, or information security is advantageous.
• Good working knowledge of IT service management, service operation/transition, and continual improvement.

Responsibilities

• Support incident, major incident, and problem management processes, including workflows, templates, escalation models, and controls.
• Review incident records for accurate logging, categorization, impact, urgency, priority, and closure quality.
• Coordinate major-incident declarations, bridge calls, and restoration tracking with multiple teams.
• Produce operational reports and dashboards on incident trends, SLA performance, and known errors.
• Maintain problem backlogs, known errors, and knowledge articles under document control.
• Identify recurring weaknesses and contribute to continual-improvement initiatives.

Skills

Incident Management

Major Incident Management

Problem Management

ITSM platforms

Monitoring tools

Dashboards

CMDB

Service mapping

Audit trails

Root-cause analysis

Bridge-call coordination

Education

Bachelor’s degree in IT

Tools

CMDB

Monitoring tools

Workflow automation

Knowledge bases

Job description

Malomatia is seeking a Senior IT Service Management Specialist to optimize Incident, Major Incident, and Problem Management across services. You will coordinate multi‑team responses, maintain records, and drive continuous improvement in service reliability and customer experience.

You will support bridge calls, root-cause analysis, and post-incident reviews while producing dashboards and reports for governance and audits.