IT Incident Manager

The Saudi National Bank - SNB; Jeddah; On-site; SAR 180,000 - 280,000; Full time

Job summary

The Saudi National Bank (SNB) is seeking an IT Incident Manager to lead end-to-end incident handling across the organization in Jeddah. You will drive rapid restoration, root cause analysis, and continuous service improvement aligned with ITIL practices.

In this role, you will coordinate cross-functional teams, vendors, and senior stakeholders during major incidents, chair PIRs, and report on KPI and SLA performance. A strong background in ITSM tools and cloud-enabled environments is essential.

Qualifications

• Bachelor's degree in IT or CS is required.
• ITIL Foundation certification mandatory; Practitioner or Managing Professional preferred.
• 4–6 years ITSM experience; 2+ years in Incident Management.
• Experience managing Major Incidents in multi-vendor environments.

Responsibilities

• Own and manage full incident lifecycle per ITIL guidelines.
• Coordinate incident response across teams, vendors, and stakeholders.
• Lead Major Incident Management bridges and ensure clear communication.
• Create KPI dashboards and incident reports for leadership.
• Collaborate with Change Management to assess incident-to-change linkage.

Skills

ITSM platforms

IT infrastructure

Communication skills

Education

Bachelor's degree in IT/CS

ITIL Foundation certification

Job description

The IT Incident Manager is responsible for the end-to-end management of IT incidents across the organization, ensuring that all incidents are responded to, resolved, and communicated in a timely and effective manner. This role is central to minimizing the business impact of IT disruptions and driving continuous service improvement through root cause analysis and proactive measures.

The IT Incident Manager works cross-functionally with technical teams, business stakeholders, and senior leadership, acting as the primary point of accountability during major incidents and service outages.

Key Responsibilities:

Incident Lifecycle Management

• Own and manage the full incident lifecycle — from detection and logging 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 clear communication and decisive escalation throughout.
• Ensure all incidents are accurately categorized, prioritized, and documented in the ITSM platform.

Communication & Stakeholder Management

• Produce timely, clear incident notifications and status updates for technical teams, management, and affected end users.
• Serve as the primary escalation point for Severity 1 and Severity 2 incidents.
• Chair post-incident review (PIR) meetings and publish incident reports to leadership.

Process & Continuous Improvement

• Define, maintain, and improve incident management processes, playbooks, and runbooks.
• Track incident trends and produce KPI dashboards and SLA performance reports.
• Identify recurring incidents and work with Problem Management to drive root cause elimination.
• Champion a culture of continual service improvement across IT Operations.

Governance & Compliance

• Ensure incident management activities align with organizational policies, regulatory requirements, and audit expectations.
• Maintain and test incident escalation matrices and on-call rosters.
• Collaborate with Change Management to assess incident-to-change correlation.

Job Requirements:

Nationality:

• Saudi

Education:

• Bachelor's degree in information technology, Computer Science, or a related field.
• ITIL Foundation certification (v3 or v4) mandatory; ITIL Practitioner or Managing Professional preferred.

Experience:

• Minimum 4–6 years of experience in IT Service Management, with at least 2 years in an Incident Management role.
• Proven experience managing Major Incidents in complex, multi-vendor IT environments.

Skills and Knowledge:

• Proficiency with ITSM platforms such as ServiceNow, Jira Service Management, or BMC Remedy.
• Strong understanding of IT infrastructure, cloud platforms, and enterprise application environments.
• Excellent written and verbal communication skills, with the ability to communicate technical issues to non-technical audiences.
• Demonstrated ability to work under pressure, managing multiple priorities in a fast-paced environment.