IT Incident Manager

About the Role

The IT Incident Manager serves as the cornerstone of IT service reliability, overseeing the entire lifecycle of incidents to ensure rapid detection, resolution, and restoration of critical services. This pivotal role is instrumental in mitigating business disruptions, maintaining operational continuity, and fostering a culture of proactive service improvement. By acting as the primary point of accountability during service outages and major incidents, the IT Incident Manager collaborates extensively with technical teams, business stakeholders, and senior leadership to deliver structured, efficient, and transparent incident management.

Key Responsibilities

Incident Lifecycle Management

This role demands ownership of the complete incident lifecycle, from initial detection and logging to final resolution and closure, in strict adherence to ITIL best practices. The IT Incident Manager coordinates cross-functional response efforts, ensuring seamless collaboration between technical teams, external vendors, and business stakeholders to expedite service restoration. A critical aspect of this responsibility includes leading Major Incident Management (MIM) bridges, where clear communication, decisive escalation, and structured coordination are essential to minimizing downtime. Additionally, the role involves meticulous categorization, prioritization, and documentation of all incidents within the ITSM platform to maintain accuracy and accountability.

Communication & Stakeholder Management

The IT Incident Manager is the voice of clarity during high-pressure situations, producing timely and precise incident notifications and status updates for technical teams, executive leadership, and end users. As the designated escalation point for Severity 1 and Severity 2 incidents, this role ensures that critical issues receive immediate attention and resolution. Following incident resolution, the IT Incident Manager chairs post-incident review (PIR) meetings, synthesizes findings, and publishes comprehensive incident reports to leadership, driving transparency and accountability.

Process & Continuous Improvement

To enhance operational resilience, the IT Incident Manager defines, maintains, and refines incident management processes, playbooks, and runbooks in alignment with organizational goals. This role involves analyzing incident trends, generating KPI dashboards, and monitoring SLA performance to identify areas for improvement. By collaborating with Problem Management teams, the IT Incident Manager works to eliminate recurring incidents at their root cause, fostering a culture of continual service improvement across IT Operations.

Governance & Compliance

The IT Incident Manager ensures that all incident management activities comply with organizational policies, regulatory requirements, and audit standards. This includes maintaining and testing incident escalation matrices and on-call rosters to guarantee operational readiness. Furthermore, the role collaborates closely with Change Management to assess the correlation between incidents and changes, ensuring that modifications to IT infrastructure do not inadvertently introduce new risks.

Job Requirements

Education & Certification

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Mandatory ITIL Foundation certification (v3 or v4); ITIL Practitioner or Managing Professional certification is highly preferred.

Experience

• Minimum of 4–6 years of experience in IT Service Management, with at least 2 years specifically in an Incident Management role.
• Proven track record in managing Major Incidents within complex, multi-vendor IT environments.

Skills & Competencies

• Proficiency with leading ITSM platforms such as ServiceNow, Jira Service Management, or BMC Remedy.
• Strong technical acumen in IT infrastructure, cloud platforms, and enterprise application environments.
• Exceptional written and verbal communication skills, with the ability to articulate technical issues to non-technical audiences effectively.
• Demonstrated resilience and adaptability in high-pressure environments, with the capacity to manage multiple priorities efficiently.

Location

This position is based in Jeddah, Saudi Arabia.