Incident Manager

TAWANTECH; Riyad Al Khabra; On-site; SAR 150,000 - 200,000; Full time

Job summary

A technology solutions provider in Saudi Arabia seeks an experienced Incident Manager to lead IT operations ensuring minimal disruption in banking services. The ideal candidate has over 10 years of incident management experience and expertise in ITIL frameworks. Responsibilities include coordinating technical responses, conducting root cause analyses, and managing Tier 1 and Tier 2 support teams.

Qualifications

• 10+ years of experience in IT incident management or IT operations.
• Experience leading Tier 1 & Tier 2 teams in large-scale IT environments.
• Solid understanding of ITIL v4 and ITSM frameworks.

Responsibilities

• Lead the end-to-end incident management process.
• Coordinate with technical, business, and vendor teams during critical incidents.
• Conduct root cause analysis (RCA) and implement preventive measures.

Skills

Incident management

IT operations

Team leadership

Communication skills

Analytical skills

Education

Bachelor’s degree in Computer Science, Information Technology, or related field

Tools

CA Service Desk

OpenText SMAX

Job description

Description

About the Role

We’re looking for an experienced Incident Manager to lead and manage Tier 1 and Tier 2 IT operations , ensuring timely incident detection, escalation, and resolution across core banking and financial systems. This role ensures minimal disruption, quick recovery, and a culture of proactive service management.

Key Responsibilities

🎯 Incident Management

• Lead the end-to-end incident management process to ensure fast response and business continuity.
• Coordinate with technical, business, and vendor teams during critical incidents.
• Conduct root cause analysis (RCA) and ensure preventive measures are implemented.
• Communicate incident status, impact, and resolution progress to stakeholders.
• Track SLAs and KPIs to ensure compliance with service standards.

🧩 Tier 1 Support (First Line of Defense)

• Serve as the initial point of contact for all IT service disruptions and requests.
• Perform basic troubleshooting (system checks, log review, user issue validation).
• Record and classify incidents accurately in the ITSM system.
• Escalate unresolved issues to Tier 2 teams with full incident context.
• Monitor alerts from monitoring tools (e.g., Dynatrace, SCOM, Splunk) and take initial action.

⚙️ Tier 2 Support (Advanced Troubleshooting)

• Handle escalated incidents requiring deeper technical investigation .
• Perform system diagnostics, configuration reviews, and recovery actions .
• Collaborate closely with application, infrastructure, and network teams.
• Provide temporary workarounds and coordinate permanent fixes.
• Support post-incident reviews to identify service gaps and improvement areas.

Requirements

• Bachelor’s degree in Computer Science , Information Technology , or related field.
• 10+ years of experience in IT incident management or IT operations.
• Experience leading Tier 1 & Tier 2 teams in large-scale IT environments.
• Strong background in banking or financial services technology operations.
• Solid understanding of ITIL v4 and ITSM frameworks .
• Hands-on experience with CA Service Desk , OpenText SMAX , or similar tools.
• Strong communication, analytical, and leadership skills.

Preferred Qualifications

• ITIL certification or equivalent.
• Experience in automation , release management , and root cause analysis .
• Familiarity with ServiceNow, Jira , or other incident management platforms.