IT Incident Manager

IT Incident Manager – Drive Operational Excellence and Minimize Business Disruptions

Are you a strategic thinker with a passion for resolving critical IT challenges while fostering a culture of continuous improvement? We are seeking a dynamic and results-driven IT Incident Manager to lead our incident response efforts, ensuring seamless service recovery and minimizing business impact during disruptions. In this pivotal role, you will oversee the end-to-end management of IT incidents, collaborate across technical and business teams, and champion process enhancements that elevate our operational resilience.

As the central figure in incident management, you will play a critical role in maintaining business continuity by implementing structured, ITIL-aligned incident response strategies. Your expertise will be instrumental in reducing downtime, improving service reliability, and driving data-driven improvements through root cause analysis and proactive measures. This position is ideal for an experienced professional who thrives in high-pressure environments, excels in cross-functional collaboration, and is committed to delivering measurable results.

Key Responsibilities

Your role will encompass a broad spectrum of responsibilities, ensuring that incidents are managed efficiently and effectively:

• End-to-End Incident Lifecycle Management: Lead the full incident lifecycle—from initial detection and logging to resolution and closure—adhering to ITIL best practices. Coordinate response efforts across technical teams, vendors, and stakeholders to expedite service restoration. Act as the primary decision-maker during Major Incident Management (MIM) scenarios, ensuring clear communication and escalation protocols are followed.
• Stakeholder and Communication Leadership: Deliver timely, transparent, and actionable updates to technical teams, leadership, and end users during incidents. Serve as the escalation point for high-severity incidents (Severity 1 and 2) and facilitate post-incident review (PIR) meetings to analyze lessons learned. Present comprehensive incident reports to leadership, highlighting trends and areas for improvement.
• Process Optimization and Continuous Improvement: Define, refine, and enhance incident management processes, playbooks, and runbooks to streamline response efforts. Monitor incident trends and generate KPI dashboards to track SLA performance and service reliability. Collaborate with Problem Management to eliminate recurring incidents through root cause analysis and proactive solutions. Champion a culture of operational excellence within IT Operations.
• Governance and Compliance: Ensure all incident management activities align with organizational policies, regulatory requirements, and audit standards. Maintain and regularly test incident escalation matrices and on-call rosters to guarantee readiness. Work closely with Change Management to assess correlations between incidents and changes, mitigating future risks.

Why This Role Matters

In today’s fast-paced digital landscape, IT incidents can disrupt operations and impact business outcomes. Your role as an IT Incident Manager is not just about resolving issues—it’s about preventing future disruptions, enhancing service quality, and positioning our organization as a leader in operational resilience. By leveraging your expertise in IT Service Management (ITSM) and your ability to drive cross-functional collaboration, you will play a vital role in ensuring our technology infrastructure remains robust, reliable, and aligned with business objectives.

What We’re Looking For

We are seeking a candidate who meets the following criteria:

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. Mandatory ITIL Foundation (v3 or v4) certification; ITIL Practitioner or Managing Professional certifications are a significant advantage.
• Experience: Minimum 4–6 years of experience in IT Service Management, with at least 2 years specifically in Incident Management. Proven track record of managing Major Incidents in complex, multi-vendor IT environments.
• Technical Proficiency: In-depth knowledge of ITSM platforms such as ServiceNow, Jira Service Management, or BMC Remedy. Strong understanding of IT infrastructure, cloud platforms, and enterprise application environments.
• Communication and Leadership: Exceptional written and verbal communication skills, with the ability to translate technical details into clear, actionable insights for non-technical audiences. Demonstrated ability to work under pressure, manage multiple priorities, and lead during high-stakes situations.

This is an exciting opportunity to join a forward-thinking organization in Jeddah, where your expertise will make a tangible difference in enhancing our IT operations and supporting our business goals. If you are passionate about driving operational excellence and are eager to take on a leadership role in incident management, we invite you to apply and be part of our mission to deliver seamless, reliable IT services.