Incident Command Lead – Major Incident Response

TAWANTECH; Riyadh; On-site; SAR 180,000 - 260,000; Full time

Job summary

TAWANTECH is seeking an experienced Incident Engineer to coordinate and manage major and critical incidents. You will ensure rapid restoration of services, control escalation, and communicate status to technical teams and management.

The role requires leadership across IT operations, ITSM processes, and banking-regulated environments, with a focus on RCA, lessons learned, and continuous improvement. You'll drive incident trends analysis, action tracking, and KPI reporting, aiming to reduce MTTR

Qualifications

• 5+ years in Incident Management and Major Incident Management.
• Strong IT Operations and ITSM process knowledge.
• Proven coordination of critical incidents and stakeholder communications.
• Experience in RCA and incident management documentation.
• Banking or highly regulated environment preferred.

Responsibilities

• Manage major and critical incidents end-to-end to minimize business impact.
• Facilitate incident bridge calls and escalation workflows.
• Coordinate across IT domains and vendor support teams.
• Monitor incident lifecycle and ensure SLA-aligned escalation.
• Provide real-time status updates to technical teams and management.
• Coordinate post-incident RCA and lessons learned sessions.
• Ensure action tracking and closure based on RCA findings.
• Develop incident reports, dashboards, and KPI measurements.
• Drive MTTR reduction through proactive incident management.

Skills

Incident Management

Major Incident

IT Operations

ITSM

Stakeholder comms

Root Cause Analysis

Leadership

Escalation Mgmt

Regulated banking

Job description

TAWANTECH is seeking an experienced Incident Engineer to coordinate and manage major and critical incidents. You will ensure rapid restoration of services, control escalation, and communicate status to technical teams and management.

The role requires leadership across IT operations, ITSM processes, and banking-regulated environments, with a focus on RCA, lessons learned, and continuous improvement. You'll drive incident trends analysis, action tracking, and KPI reporting, aiming to reduce MTTR