IT Incident Manager

About the role

CoorB builds innovative solutions focused on process automation, user experience and data analytics, and is looking for an IT Incident Manager in Jeddah. The role owns the full incident lifecycle according to ITIL best practice, coordinates incident response across teams and vendors, drives major incident management, and serves as the primary escalation point for Severity 1 and 2 incidents.

Key responsibilities

• Own and manage the full incident lifecycle, from detection and logging to resolution and closure, following ITIL best practices.
• Coordinate incident response across technical teams, vendors and business stakeholders to restore services quickly.
• Drive Major Incident Management (MIM) bridges with clear communication and decisive escalation.
• Categorize, prioritize and document incidents in the ITSM platform, and produce timely notifications and status updates.
• Serve as the primary escalation point for Severity 1 and 2 incidents.
• Chair post-incident review (PIR) meetings and publish incident reports to leadership.
• Maintain and improve incident management processes, playbooks and runbooks, and track trends with KPI dashboards and SLA reports.
• Work with Problem Management on recurring incidents and root cause elimination.
• Ensure alignment with organizational policies, regulatory requirements and audit expectations, and maintain escalation matrices and on-call rosters.

Required profile

• Bachelor's degree in Information Technology, Computer Science or a related field (or equivalent experience).
• Minimum 4-6 years in IT Service Management, including at least 2 years in an Incident Management role.
• Proven experience managing major incidents in complex, multi-vendor environments.
• Experience in an ITIL-mature organization with defined governance frameworks; exposure to ISO 20000, ISO 27001 or SOC 2 is an advantage.

Required skills

• ITIL Foundation certification (v3 or v4) mandatory; ITIL Practitioner or Managing Professional preferred.
• Proficiency with ITSM platforms such as ServiceNow, Jira Service Management or BMC Remedy.
• Knowledge of IT infrastructure, cloud platforms and enterprise applications.
• Monitoring and observability tools (e.g. Dynatrace, Splunk, PagerDuty, OpsGenie) and knowledge of DevOps and SRE practices.
• Strong communication skills and ability to work under pressure.