IT Incident Manager

Coorbiz; Saudi Arabia; On-site; SAR 240,000 - 420,000; Full time

Job summary

CoorBiz in Saudi Arabia is seeking an IT Change Manager to govern and facilitate the Change Management process, ensuring that IT changes—from standard to emergency—are assessed, authorized, implemented, and reviewed in a controlled and risk-managed manner. This role protects the stability of IT services by preventing unauthorized or poorly planned changes from impacting operations.

It acts as a strategic advisor and process owner, balancing agility with governance, and you will coordinate

Qualifications

• Experience in IT change and incident management.
• Strong ITIL knowledge and governance mindset.
• Ability to coordinate across technical teams, vendors and stakeholders.
• Experience producing KPI dashboards and SLA reports.

Responsibilities

• Own and manage the full incident lifecycle from detection to closure per ITIL.
• Coordinate incident response across teams, vendors, and stakeholders to restore services swiftly.
• Drive Major Incident Management bridges with clear communication and escalation.
• Ensure incidents are categorized, prioritized, and documented in the ITSM platform.
• Produce timely incident notifications and status updates for teams and leadership.
• Serve as the primary escalation point for Severity 1 and 2 incidents.
• Chair post-incident reviews and publish incident reports to leadership.
• Define and improve incident management processes, playbooks, and runbooks.
• Track incident trends and produce KPI dashboards and SLA reports.
• Identify recurring incidents and drive root-cause elimination with Problem Management.
• Champion continual service improvement and ensure regulatory compliance.
• Maintain and test incident escalation matrices and on-call rosters.
• Collaborate with Change Management on incident-to-change correlation.

Skills

Incident management

ITIL

Stakeholder coordination

KPI dashboards

SLA reporting

Audit & compliance

On-call escalation

Tools

ITSM platform

Job description

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.

OUR OPPORTUNITY

The IT Change Manager is accountable for governing and facilitating the Change Management process across the organization, ensuring that all IT changes — from standard to emergency — are assessed, authorized, implemented, and reviewed in a controlled and risk-managed manner.

This role protects the stability of IT services by preventing unauthorized or poorly planned changes from negatively impacting business operations. The IT Change Manager acts as a strategic advisor and process owner, working closely with technical teams, business units, and senior leadership to balance agility with governance.

YOU WILL

• 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.
• 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.
• 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.
• 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.

REQUIREMENTS

ABOUT CoorB

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.

OUR OPPORTUNITY

The IT Change Manager is accountable for governing and facilitating the Change Management process across the organization, ensuring that all IT changes — from standard to emergency — are assessed, authorized, implemented, and reviewed in a controlled and risk-managed manner.

This role protects the stability of IT services by preventing unauthorized or poorly planned changes from negatively impacting business operations. The IT Change Manager acts as a strategic advisor and process owner, working closely with technical teams, business units, and senior leadership to balance agility with governance.

YOU WILL

» 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.

» 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.

» 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.

» 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.

Exposures to ISO 20000, ISO 27001, or SOC 2 compliance environments