IT Incident Manager

Overview

The IT Incident Manager oversees the complete handling of IT incidents within the organization, ensuring timely response, resolution, and communication to minimize negative business impact. This person serves as the central figure during major disruptions, collaborating with technical teams, business units, and leadership to drive service excellence and continuous improvements.

Key Responsibilities

• Manage the entire lifecycle of incidents from identification to closure following ITIL standards.
• Coordinate rapid incident responses involving technical staff, vendors, and business representatives to restore services promptly.
• Lead Major Incident Management sessions, ensuring transparent communication and proper escalation protocols.
• Accurately classify, prioritize, and log incidents in the IT Service Management (ITSM) system.
• Deliver timely incident communications and updates to technical teams, management, and users.
• Act as the main escalation contact for critical Severity 1 and Severity 2 incidents.
• Facilitate post-incident review meetings and distribute reports to senior leadership.
• Develop, maintain, and enhance incident management procedures and operational guides.
• Monitor incident patterns and generate performance reports and KPIs.
• Partner with Problem Management to identify and eliminate recurring issues.
• Promote ongoing service improvement initiatives across IT operations.
• Ensure compliance with company policies, regulations, and audit requirements in incident management.
• Maintain and test escalation frameworks and on-call schedules.
• Work with Change Management to evaluate incident-to-change relationships.

Qualifications

• Saudi national.
• Bachelor’s degree in Information Technology, Computer Science, or closely related field.
• Mandatory ITIL Foundation certification (version 3 or 4); advanced ITIL Practitioner or Managing Professional certifications preferred.
• At least 4 to 6 years of IT Service Management experience, including minimum 2 years focused on Incident Management.
• Proven ability to manage major incidents within diverse, multi-vendor IT infrastructures.
• Familiarity with ITSM platforms such as ServiceNow, Jira Service Management, or BMC Remedy.
• Strong knowledge of IT infrastructure, cloud solutions, and enterprise applications.
• Excellent communication skills, capable of conveying complex technical issues to non-technical stakeholders effectively.
• Ability to operate under pressure while managing several priorities simultaneously in a dynamic environment.

Location

Position is based in Jeddah, Saudi Arabia.