IT Incident Manager

About the role

The IT Incident Manager oversees the full lifecycle of IT incidents across the organization, ensuring rapid response, resolution, and communication. This role minimizes business impact from disruptions and drives continuous service improvement through root‑cause analysis and proactive measures.

Key responsibilities

• Own end‑to‑end incident management from detection to closure following ITIL best practices.
• Coordinate response across technical teams, vendors, and business stakeholders to restore services swiftly.
• Lead Major Incident Management bridges, maintain clear communication, and manage escalations.
• Ensure accurate categorisation, prioritisation, and documentation of incidents in the ITSM platform.
• Produce timely incident notifications and status updates for technical teams, management, and end users.
• Chair post‑incident review meetings and publish reports for leadership.
• Define, maintain and improve incident management processes, playbooks and runbooks.
• Track incident trends, generate KPI dashboards and SLA performance reports.
• Collaborate with Problem and Change Management to eliminate root causes and assess incident‑to‑change correlation.

Required profile

• Saudi nationality.
• Bachelor's degree in Information Technology, Computer Science or a related field.
• ITIL Foundation certification (mandatory); ITIL Practitioner or Managing Professional preferred.
• 4–6 years of IT Service Management experience, including at least 2 years in an Incident Management role.
• Proven experience handling major incidents in complex, multi‑vendor environments.

Required skills

• Proficiency with ITSM platforms such as ServiceNow, Jira Service Management or BMC Remedy.
• Strong understanding of IT infrastructure, cloud platforms and enterprise application environments.