ITSM Specialist – Incident & Problem Management – Saudi Nationality

About the Role

We are looking for a proactive and detail-oriented ITSM Specialist – Incident & Problem Management to join our dynamic IT team. In this critical role, you will oversee the Incident and Problem Management processes to uphold service stability, reduce business disruptions, and foster continuous service improvement. The ideal candidate will possess a deep understanding of IT Service Management (ITSM) principles, exceptional analytical and coordination abilities, and a commitment to delivering high-quality IT services in a collaborative and results-driven environment.

Key Responsibilities

Incident Management

As the owner of the Incident Management process, you will be responsible for the following:

• Process Lifecycle Management: Oversee the entire Incident Management lifecycle in strict adherence to approved policies, procedures, and governance frameworks.
• Incident Handling & Resolution: Ensure all incidents are accurately logged, categorized, prioritized, assigned, and resolved within defined Service Level Agreements (SLAs).
• Cross-Functional Coordination: Act as the central point of contact for coordinating incident response activities among technical teams, vendors, and key stakeholders to expedite resolution.
• Major Incident Management: Lead the management of major incidents, including escalation protocols, stakeholder communication, and post-incident reviews to prevent recurrence.
• Trend Analysis & Improvement: Monitor incident trends to identify systemic issues and opportunities for service enhancement, ensuring proactive measures are implemented.
• Documentation & Compliance: Maintain complete, accurate, and up-to-date incident records while ensuring compliance with regulatory requirements and internal governance controls.
• Stakeholder Communication: Facilitate clear and timely communication with business users and senior management during service disruptions to minimize impact.
• Performance Reporting: Track and report key incident performance metrics, including resolution times, SLA compliance rates, and incident volumes to drive data-driven decision-making.

Problem Management

In your role as the Problem Management process owner, your responsibilities will include:

• Process Ownership & Maintenance: Develop, implement, and maintain the Problem Management process to minimize recurring incidents and enhance service reliability.
• Problem Identification & Prioritization: Identify, record, classify, and prioritize problems based on their business impact and associated risks to ensure focused resolution efforts.
• Root Cause Analysis (RCA): Lead and facilitate RCA activities to uncover the underlying causes of incidents and prevent future occurrences.
• Cross-Team Collaboration: Coordinate investigations with internal technical teams and external service providers to ensure comprehensive problem resolution.
• Known Error Documentation: Develop and maintain Known Error Records and workaround documentation to expedite incident resolution and reduce downtime.
• Corrective & Preventive Actions: Identify, track, and implement corrective and preventive actions to address systemic issues and improve service quality.
• Trend Monitoring & Analysis: Conduct in-depth trend analysis to identify recurring issues and proactively initiate problem investigations before they escalate.
• Problem Review & Closure: Facilitate Problem Review meetings and ensure all problem records meet predefined closure criteria for continuous improvement.

Qualifications & Experience

To excel in this role, you should meet the following requirements:

• Educational Background: A Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a closely related field.
• Professional Experience: A minimum of 1 to 3 years of hands-on experience in IT Service Management, with a strong focus on Incident and Problem Management.
• Certifications: ITIL Foundation certification is highly preferred and will be considered a significant advantage.
• Technical & Analytical Skills: Strong analytical and troubleshooting abilities, with expertise in Root Cause Analysis to identify and resolve underlying issues.
• Communication & Stakeholder Management: Exceptional verbal and written communication skills, with the ability to engage effectively with technical teams, senior leadership, auditors, regulators, and external service providers.