Incident Manager

TAWANTECH; Riyadh; On-site; SAR 180,000 - 220,000; Full time

Job summary

An international technology firm is seeking an experienced Incident Manager to lead and manage Tier 1 and Tier 2 IT operations. You will ensure timely incident detection, escalation, and resolution across core banking and financial systems. The ideal candidate will have over 10 years of experience in IT incident management and a strong background in banking or financial services technology operations. This role offers an opportunity to maintain minimal disruption and ensure quick recovery in critical situations.

Qualifications

• 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.

Responsibilities

• 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.
• Track SLAs and KPIs to ensure compliance with service standards.

Skills

Incident Management

Problem Solving

Leadership

Communication

Education

Bachelor’s degree in Computer Science or Information Technology

Tools

CA Service Desk

OpenText SMAX

Job description

Description

About the Role

We’re looking for an experiencedIncident Managerto lead and manageTier 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 theend-to-end incident management processto ensure fast response and business continuity.
• Coordinate with technical, business, and vendor teams during critical incidents.
• Conductroot 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 theinitial point of contactfor all IT service disruptions and requests.
• Performbasic troubleshooting(system checks, log review, user issue validation).
• Record and classify incidents accurately in the ITSM system.
• Escalate unresolved issues toTier 2teams 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 requiringdeeper technical investigation.
• Performsystem diagnostics, configuration reviews, and recovery actions.
• Collaborate closely with application, infrastructure, and network teams.
• Providetemporary workaroundsand coordinate permanent fixes.
• Support post-incident reviews to identify service gaps and improvement areas.

Requirements

• Bachelor’s degree inComputer Science,Information Technology, or related field.
• 10+ yearsof experience in IT incident management or IT operations.
• Experience leadingTier 1 & Tier 2 teamsin large-scale IT environments.
• Strong background inbanking or financial servicestechnology operations.
• Solid understanding ofITIL v4andITSM frameworks.
• Hands‑on experience withCA Service Desk,OpenText SMAX, or similar tools.
• Strong communication, analytical, and leadership skills.

Preferred Qualifications

• ITIL certificationor equivalent.
• Experience inautomation,release management, androot cause analysis.
• Familiarity withServiceNow, Jira, or other incident management platforms.