IT Incident Response Lead — Drive Fast, Clear Uptime

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 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.