IT Incident Manager

CoorB; Jeddah; On-site; SAR 180,000 - 240,000; Full time

Job summary

CoorB in Jeddah, Saudi Arabia is seeking an IT Change Manager to govern the Change Management process across the organization, ensuring that IT changes are assessed, authorized, implemented, and reviewed in a controlled and risk-managed manner.

You will own the full incident lifecycle per ITIL, coordinate across teams and vendors, drive MIM bridges, and deliver KPI dashboards and PIRs to leadership, while strengthening governance and compliance with ISO/27001 and SOC2 expectations.

Qualifications

• Bachelor's degree in IT or related field.
• 4–6 years in IT Service Management with at least 2 years in Incident Management.
• ITIL Foundation certification mandatory; Practitioner or Managing Professional preferred.
• Proven experience managing Major Incidents in multi-vendor environments.
• Proficiency with ITSM platforms such as ServiceNow, Jira Service Management, or BMC Remedy.

Responsibilities

• Own and manage the full incident lifecycle—from detection to closure—per ITIL.
• Coordinate incident response across technical teams, vendors, and stakeholders.
• Drive Major Incident Management bridges with clear escalation.
• Ensure incidents are categorized, prioritized, and documented in the ITSM platform.
• Produce timely incident notifications and KPI dashboards for leadership.

Skills

Incident Management

ITIL

Stakeholder communication

Major Incident Management

Problem Management

Monitoring tools

Cloud infrastructure

Runbooks

Education

Bachelor's degree in Information Technology / Computer Science

Tools

ServiceNow

Jira Service Management

BMC Remedy

Job description

Jeddah, Saudi Arabia | Posted on 08/05/2026

CoorB is all about digital finance. We build full-fledged innovative solutions with a focus on process automation, user experience enhancement, and advanced data analytics. With our extensive industry expertise, we help achieve operational excellence, future-proof your IT investments, and ensure a competitive edge in the ever‑evolving finance industry.

Job Description

ABOUT CoorB

Webuild full-fledged innovative solutions with a focus on process automation,user experience enhancement, and advanced data analytics. With our extensiveindustry expertise, we help achieve operational excellence, future-proof yourIT investments, and ensure a competitive edge in the ever‑evolving financeindustry.

OUROPPORTUNITY

The IT ChangeManager is accountable for governing and facilitating the Change Managementprocess across the organization, ensuring that all IT changes — from standardto emergency — are assessed, authorized, implemented, and reviewed in acontrolled and risk-managed manner.

• Own and manage the full incident lifecycle — from detection andlogging to resolution and closure — in accordance with ITIL best practices.
• Coordinate incident response across technical teams, vendors,and business stakeholders to ensure swift restoration of services.
• Drive Major Incident Management (MIM) bridges, maintaining clearcommunication and decisive escalation throughout.
• Ensure all incidents are accurately categorized, prioritized,and documented in the ITSM platform.
• Produce timely, clear incident notifications and status updatesfor technical teams, management, and affected end users.
• Serve as the primary escalation point for Severity 1 andSeverity 2 incidents.
• Chair post-incident review (PIR) meetings and publish incidentreports to leadership.
• Define, maintain, and improve incident management processes,playbooks, and runbooks.
• Track incident trends and produce KPI dashboards and SLAperformance reports.
• Identify recurring incidents and work with Problem Management todrive root cause elimination.
• Champion a culture of continual service improvement across ITOperations.
• Ensure incident management activities align with organizationalpolicies, regulatory requirements, and audit expectations.
• Maintain and test incident escalation matrices and on-callrosters.
• Collaborate with Change Management to assess incident-to-changecorrelation.

Requirements

• Bachelor's degree in InformationTechnology, Computer Science, or a related discipline (or equivalentexperience).
• Minimum 4–6 years of experience inIT Service Management, with at least 2 years in an Incident Management role.
• ITIL Foundation certification (v3 orv4) mandatory; ITIL Practitioner or Managing Professional preferred.
• Proven experience managing MajorIncidents in complex, multi-vendor IT environments.
• Proficiency with ITSM platforms suchas ServiceNow, Jira Service Management, or BMC Remedy.
• Strong understanding of ITinfrastructure, cloud platforms, and enterprise application environments.
• Excellent written and verbalcommunication skills, with the ability to communicate technical issues tonon-technical audiences.
• Demonstrated ability to work under pressure, managingmultiple priorities in a fast-paced environment.
• ITIL 4 Managing Professional or Strategic Leadercertification.
• Experience with monitoring and observability tools (e.g.,Dynatrace, Splunk, PagerDuty, OpsGenie).
• Knowledge of DevOps and SRE practices.
• Experience working within an ITIL-mature organization withwell-defined governance frameworks.
• Exposure to ISO20000, ISO 27001, or SOC 2 compliance environments