Incident Manager

E-Solutions; Riyadh; On-site; SAR 70,000 - 100,000; Full time

Job summary

A tech solutions company in Riyadh is seeking an experienced IT Incident Manager to lead responses to critical incidents, manage major disruptions, and improve incident management processes. The ideal candidate will have a bachelor's degree in Information Technology and proven experience in IT service management. Strong leadership and communication skills are essential for this role, as well as proficiency in ITSM tools like ServiceNow and Jira Service Management. This position offers an opportunity to work in a dynamic and high-pressure environment.

Qualifications

• Several years of experience in IT service management or IT operations.
• Proven experience in handling complex incidents.
• Strong knowledge of IT infrastructure including networking and servers.

Responsibilities

• Lead response to critical IT disruptions.
• Act as the primary contact for high-impact incidents.
• Provide clear communication to stakeholders.
• Drive post-incident reviews to identify causes.

Skills

Incident coordination and management

Leadership

Problem-solving

Communication

Collaboration

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Jira Service Management

PagerDuty

Splunk

Datadog

Prometheus

Job description

Responsibilities

• Incident coordination and management: Lead the response to critical IT disruptions, coordinating efforts across multiple technical teams to restore services quickly.
• Major incident handling: Act as the primary point of contact for high-impact incidents, managing the process from start to finish and serving as an escalation point for major issues.
• Communication: Provide clear and timely communication to all stakeholders, including technical teams, senior leadership, and affected end-users. This includes crafting both internal and external updates.
• Prioritization: Categorize and prioritize incidents based on their urgency and impact on the business to ensure the most critical issues are addressed first.
• Root cause analysis (RCA): Drive post‑incident reviews to identify the underlying causes of incidents and recommend preventative measures.
• Process improvement: Develop and refine incident management procedures, runbooks, and escalation policies to improve overall efficiency and effectiveness.
• Documentation: Ensure comprehensive documentation of all incidents, including actions taken, resolution steps, and a timeline of events.
• On‑call support: Participate in an on‑call rotation to provide 24/7 support for critical incidents as needed.

Key Qualifications

• Education: A bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field is often required or preferred.
• Experience: Several years of experience in IT service management, IT operations, or a similar role, with proven experience in handling complex incidents.

Technical Expertise

• Strong knowledge of IT infrastructure, including networking, servers, and applications.
• Proficiency with IT Service Management (ITSM) tools like ServiceNow, Jira Service Management, or PagerDuty.
• Familiarity with monitoring and alerting tools such as Splunk, Datadog, or Prometheus.
• Knowledge of standard frameworks, with ITIL (Information Technology Infrastructure Library) being highly valued.
• ITIL 4 / COBIT / Agile Certifications.

Other Skills

• Leadership: The ability to lead cross‑functional teams and make decisions decisively under pressure.
• Problem‑solving: Exceptional analytical and critical thinking skills to quickly diagnose issues with limited information.
• Communication: Excellent verbal and written communication to effectively manage expectations and convey information to diverse audiences.
• Resilience: The capacity to remain calm and focused during high‑stress situations.
• Collaboration: Strong interpersonal skills to facilitate teamwork among different departments.