Critical incident Manager (SAUDI ONLY)

HCLTech; Riyadh; On-site; SAR 180,000 - 280,000; Full time

Job summary

HCLTech is seeking a Critical Incident Manager to lead the IT incident management lifecycle, drive rapid restoration of IT operations, and log recurring incidents for process improvement. The role requires coordinating with the incident team and reporting to senior IT leadership to minimize business disruption.

The ideal candidate holds a Bachelor's in IT/Engineering with 3+ years in ITSM, and demonstrates strong analytical, communication, and problem-solving skills to manage high-volume

Qualifications

• Bachelor's degree in information technology, engineering, or related field.
• Minimum of three years in IT service management or a similar role.
• Strong knowledge of ITIL v4 and COBIT frameworks.
• Experience with SolarWinds, Splunk, and AppDynamics.
• Excellent communication and collaboration skills.
• Ability to analyze large technical datasets in a fast-paced environment.

Responsibilities

• Oversee the incident management process and resolve incidents with the team.
• Respond to reported service incidents, identify cause, and initiate remediation.
• Prioritize incidents by urgency and business impact (BIA).
• Produce documents outlining incident protocols, including cyber threat handling and server recovery.
• Collaborate with the incident management team to ensure protocol adherence.
• Log incidents and resolutions to identify recurring issues.
• Adjust incident processes to improve effectiveness and response time.
• Communicate major issues to upper management when needed.
• Manage incident team workloads and re-schedule non-urgent tasks.

Skills

ITIL v4

COBIT

Incident management

Reporting & analytics

Leadership

Time management

Collaboration

Data analysis

Communication

Education

Bachelor's degree in IT/Engineering

Tools

SolarWinds

Splunk

AppDynamics (APPD)

Job description

Critical incident manager to join our IT department. In this role, you'll oversee leading the incident management process to resolution and restoring our company's provided IT operations swiftly. You will also log and categorize recurring incidents to improve incident management protocols along with Reporting and Analysis

Job Description Critical Incident Manager

Responsibilities:

• Overseeing the incident management process and team members involved in resolving the incident.
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to their urgency and influence on the business. (BIA)
• Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
• Collaborating with the incident management team to ensure that all protocols are diligently followed.
• Logging all incidents and their resolution to see if there are recurring malfunctions.
• Adjusting the incident management process as required to ensure its effectiveness.
• Communicating with upper management if major issues are found in the IT system.
• Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.

Incident Manager Requirements:

• Bachelor's degree in information technology, engineering, or a related field.
• At least three years’ experience working in IT service management, or a similar role.
• Strong knowledge of IT service management software including ITIL V4 and COBIT.
• Experience working with IT systems and software such as SolarWinds, Splunk, and APPD.
• Excellent behavioral skills and ability to collaborate with team members.
• Ability to analyze a high volume of technical data and work in a fast-paced environment and reporting experience.
• Strong problem solving, analytical, and time management skills.