Associate Lead: IT Service Management & Incident Leadership

Microland Limited; Saudi Arabia; On-site; SAR 180,000 - 280,000; Full time

Job summary

Microland Limited in Saudi Arabia is seeking an ITIL-certified Incident Management Lead who can coordinate with multiple IT teams and influence colleagues at all levels. The role focuses on driving incident resolution, improving processes, and ensuring timely status updates to users.

You will supervise a team of 6–8, monitor KPIs and SLAs, prepare weekly productivity reports, and coordinate with Problem Managers.

Qualifications

• ITIL certification mandatory.
• Experience managing a team of 4–10 people.
• Experience driving major incidents (P1 and P2).
• Excellent verbal and written communication.

Responsibilities

• Aiding Service Management on major issues.
• Driving the efficiency and effectiveness of the incident management process.
• Monitoring incident management performance and recommending improvements.
• Submitting weekly/monthly productivity reports and dashboards.
• Meeting KPIs and SLAs.
• Escalation point for user issues and customer communications.
• Manage a team of 6–8 members.

Skills

Behavioral skills

Problem Management ITIL

Incident Management ITIL

IT Service Management

Education

B.E./B.Tech./MCA

Tools

ITIL Intermediate Certificate

Job description

Microland Limited in Saudi Arabia is seeking an ITIL-certified Incident Management Lead who can coordinate with multiple IT teams and influence colleagues at all levels. The role focuses on driving incident resolution, improving processes, and ensuring timely status updates to users.

You will supervise a team of 6–8, monitor KPIs and SLAs, prepare weekly productivity reports, and coordinate with Problem Managers.