Incident & Major Incident Manager
Location: Saudi Arabia
Experience: 5+ Years
Language: Arabic & English
About the Role
We are looking for an experienced Incident & Major Incident Manager to manage IT incidents and service disruptions across a large enterprise environment. You will lead incident resolution, coordinate technical teams, communicate with stakeholders, and ensure services are restored quickly with minimal business impact.
Key Responsibilities
- Manage the full incident lifecycle using ServiceNow.
- Lead and coordinate major incidents from start to resolution.
- Organize major incident bridge calls with technical and business teams.
- Provide regular updates to stakeholders, management, and VIP users.
- Ensure incidents are logged, prioritized, escalated, and resolved within SLA targets.
- Perform post-incident reviews and support root cause analysis (RCA).
- Monitor service performance using tools such as Dynatrace, DXC Arise, and DXC Oasis.
- Identify recurring issues and work with Problem Management teams to drive permanent fixes.
- Prepare incident reports, dashboards, and service review metrics.
- Participate in a 24x7 on-call rotation for critical incidents.
Required Skills & Experience
- Bachelor's degree in IT, Computer Science, or a related field.
- 5+ years of experience in Incident Management and Major Incident Management.
- Strong knowledge of ITIL processes.
- Hands-on experience with ServiceNow.
- Experience with monitoring tools such as Dynatrace, Splunk, or SolarWinds.
- Excellent communication, coordination, and stakeholder management skills.
- Ability to work effectively under pressure during critical outages.
Preferred Qualifications
- ITIL v4 Foundation Certification.
- ServiceNow Certified System Administrator (CSA).
- Experience in large enterprise, industrial, telecom, banking, or mining environments.
- Knowledge of AIOps and automation platforms.
Key Competencies
- Major Incident Management
- ServiceNow
- ITIL
- Root Cause Analysis (RCA)
- Stakeholder Management
- SLA & KPI Management
- Problem Management
- Crisis Communication
Language & Availability
- Fluent in Arabic and English.
- Available for 24x7 on-call support when required.
Top 3 Skills Required
- Major Incident Management
- ServiceNow & ITSM Processes
- Stakeholder Communication & Coordination
