Incident Engineer (Operations Support)

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

Role Summary:

The Incident Engineer will coordinate and manage major and critical incidents, ensuring rapid restoration of service, escalation control, effective communication, and follow-up actions including RCA and lessons learned.

Key Responsibilities:

• Manage and coordinate major and critical incidents end-to-end to minimize business impact
• Facilitate incident bridge calls, command center communications, and escalation workflow
• Ensure rapid escalation, engagement, and coordination across infrastructure, application, database, network, security, and vendor support teams
• Monitor incident lifecycle (recognition → mitigation → resolution) and ensure escalation timelines align to SLAs
• Provide real-time incident status updates to technical teams and management stakeholders
• Coordinate post-incident reviews including Root Cause Analysis (RCA) and lessons learned sessions
• Ensure action tracking and follow-up closure based on RCA findings
• Analyze incident trends, recurrence patterns, and operational risks; recommend improvements
• Ensure correct incident categorization, prioritization, ownership assignment, and documentation
• Support Problem Management activities for recurring incidents and assist with performance improvements
• Develop incident management reports, dashboards, and KPI measurements supporting operational improvements
• Drive reduction of recurring incidents and improve MTTR through proactive incident management
• Ensure compliance with bank operational procedures, regulatory requirements, and ITSM governance during incident handling

Skills & Experience Requirements:

• Minimum 5 years experience in Incident Management and Major Incident Management
• Strong understanding of IT Operations and ITSM processes
• Proven experience coordinating critical incidents and stakeholder communications
• Experience in Root Cause Analysis (RCA) and incident management documentation
• Strong leadership, communication, and escalation management skills
• Experience in banking or highly regulated environments preferred