Incident & Problem Practice Lead

Malomatia; Qatar; On-site; QAR 180,000 - 240,000; Full time

Job summary

Malomatia is seeking an experienced Incident and Problem Management professional to support effective operation, coordination, control, and continual improvement of incident management processes. The role focuses on ensuring accurate logging, timely escalation, restoration, and validation within targets, while driving root-cause analysis and known-error management.

The candidate will work under the Practice Manager or Senior Consultant, coordinating across service desk, infrastructure, cloud,

Qualifications

• Bachelor's degree in information technology, computer science, software engineering, engineering, information systems, or a related discipline.
• ITIL 4 Foundation certification is required; training in Incident Management, Major Incident Management, Problem Management, Monitor, Support and Fulfil, or Create, Deliver and Support is strongly preferred.
• Experience with service reliability, operational resilience, and continual improvement is advantageous.

Responsibilities

• Support day-to-day administration and execution of Incident Management, Major Incident Management, and Problem Management procedures.
• Review incident records for accurate logging, categorization, impact, urgency, priority, and closure quality.
• Monitor high-priority incidents and elevate risks or delays through approved paths.
• Coordinate major-incident declaration, bridge-call coordination, timeline logging, restoration tracking, and stakeholder communications.

Education

Bachelor's degree in information technology or related discipline

Tools

ITSM platforms

Monitoring tools

Dashboards

Job description

Malomatia is seeking an experienced Incident and Problem Management professional to support effective operation, coordination, control, and continual improvement of incident management processes. The role focuses on ensuring accurate logging, timely escalation, restoration, and validation within targets, while driving root-cause analysis and known-error management.

The candidate will work under the Practice Manager or Senior Consultant, coordinating across service desk, infrastructure, cloud,