Incident Manager

Tata Consultancy Services; Saudi Arabia; On-site; SAR 150,000 - 200,000; Full time

Job summary

A global IT services company is seeking an Incident Manager to lead responses to critical IT disruptions. This full-time role requires strong knowledge of IT infrastructure and proficiency with IT Service Management tools. Responsibilities include managing major incidents, communicating with stakeholders, and driving process improvements. The position is based in Riyadh, Saudi Arabia, offering a dynamic work environment within a leading consultancy. The application deadline is December 31, 2025.

Qualifications

• Strong knowledge of IT infrastructure, including networking, servers, and applications.
• Proficiency with IT Service Management (ITSM) tools.
• Familiarity with monitoring and alerting tools.

Responsibilities

• Lead response to critical IT disruptions and manage incident handling.
• Provide clear communication to all stakeholders.
• Drive post-incident reviews and recommend measures.

Skills

ITIL framework knowledge

IT Service Management tools proficiency

Strong knowledge of IT infrastructure

Communication skills

Analytical skills

Tools

ServiceNow

Jira Service Management

PagerDuty

Splunk

Datadog

Prometheus

Job description

Job Title Incident Manager

Company TCS (MEA)

Location Riyadh, Saudi Arabia

Job type Full time

About Us :

Tata Consultancy Services (TCS) is an IT services, consulting and business solutions organization that has been partnering with many of the world's largest businesses in their transformation journeys for over 50 years. TCS offers a consulting-led, cognitive powered, integrated portfolio of business, technology and engineering services and solutions. This is delivered through its unique Location Independent Agile delivery model, recognized as a benchmark of excellence in software development.

A part of the Tata group, India's largest multinational business group, TCS has over 616,171 of the world's best-trained consultants with 157 nationalities in 53 countries. For more information, visit www.tcs.com and follow TCS news at @TCS_News.

Job De ion :

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.

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.

Application Deadline : 31-Dec-2025

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