Incident Manager

Shras Its; Saudi Arabia; Hybrid; SAR 257,000 - 402,000; Full time

Job summary

Shras Its in Saudi Arabia seeks a senior incident response specialist to lead major incident bridges, coordinate L3 vendor escalations, and own post-mortems across our managed-services portfolio.

You will drive improvements in incident process maturity across service lines, maintain clear written communications under pressure, and leverage tools like ServiceNow, Jira, and PagerDuty to resolve outages quickly.

Qualifications

• 5+ years in IT operations with at least 2 in incident management.
• ITIL Foundation or equivalent.
• Comfort under pressure and clear written communication.
• Familiarity with ServiceNow, Jira and PagerDuty.

Responsibilities

• Lead major incident bridges to resolution against contractual SLAs.
• Coordinate L3 vendor escalations and customer communications.
• Own incident post-mortems and corrective-action follow-through.
• Improve incident process maturity across service lines.

Skills

Incident management

Written communication under pressure

Education

ITIL Foundation

Tools

ServiceNow

Jira

PagerDuty

Job description

Lead major incident response across our managed-services portfolio. Drive bridge calls, coordinate L3 vendors, and own post-mortems.

What you\'ll do

• 01

  Run major incident bridges to resolution against contractual SLAs

• 02

  Coordinate L3 vendor escalations and customer communications

• 03

  Own incident post-mortems and corrective-action follow-through

• 04

  Improve incident process maturity across service lines

What we\'re looking for

• 01

  5+ years in IT operations with at least 2 in incident management

• 02

  ITIL Foundation or equivalent

• 03

  Comfort under pressure and clear written communication

• 04

  Familiarity with ServiceNow, Jira and PagerDuty