Incident Response Lead — ITIL & IT Operations

HCLTech; Riyadh; On-site; SAR 180,000 - 280,000; Full time

Job summary

HCLTech is seeking a Critical Incident Manager to lead the IT incident management lifecycle, drive rapid restoration of IT operations, and log recurring incidents for process improvement. The role requires coordinating with the incident team and reporting to senior IT leadership to minimize business disruption.

The ideal candidate holds a Bachelor's in IT/Engineering with 3+ years in ITSM, and demonstrates strong analytical, communication, and problem-solving skills to manage high-volume

Qualifications

• Bachelor's degree in information technology, engineering, or related field.
• Minimum of three years in IT service management or a similar role.
• Strong knowledge of ITIL v4 and COBIT frameworks.
• Experience with SolarWinds, Splunk, and AppDynamics.
• Excellent communication and collaboration skills.
• Ability to analyze large technical datasets in a fast-paced environment.

Responsibilities

• Oversee the incident management process and resolve incidents with the team.
• Respond to reported service incidents, identify cause, and initiate remediation.
• Prioritize incidents by urgency and business impact (BIA).
• Produce documents outlining incident protocols, including cyber threat handling and server recovery.
• Collaborate with the incident management team to ensure protocol adherence.
• Log incidents and resolutions to identify recurring issues.
• Adjust incident processes to improve effectiveness and response time.
• Communicate major issues to upper management when needed.
• Manage incident team workloads and re-schedule non-urgent tasks.

Skills

ITIL v4

COBIT

Incident management

Reporting & analytics

Leadership

Time management

Collaboration

Data analysis

Communication

Education

Bachelor's degree in IT/Engineering

Tools

SolarWinds

Splunk

AppDynamics (APPD)

Job description

HCLTech is seeking a Critical Incident Manager to lead the IT incident management lifecycle, drive rapid restoration of IT operations, and log recurring incidents for process improvement. The role requires coordinating with the incident team and reporting to senior IT leadership to minimize business disruption.

The ideal candidate holds a Bachelor's in IT/Engineering with 3+ years in ITSM, and demonstrates strong analytical, communication, and problem-solving skills to manage high-volume