Major Incident Management Lead

2 months ago


Jeddah, Saudi Arabia Ceenex Global LLC Full time

**Experience: 10-12 years (L3)**

**Responsibilities**:

- Lead and oversee the Major Incident Management process, ensuring timely identification, escalation, and resolution of major incidents to minimize business impact and restore service availability.
- Establish and maintain robust Major Incident Management procedures, protocols, and escalation paths to facilitate efficient incident response and resolution.
- Coordinate and mobilize cross-functional teams and resources to respond to major incidents, providing clear direction, guidance, and support throughout the incident lifecycle.
- Drive the investigation and root cause analysis of major incidents, identifying underlying issues, systemic problems, and opportunities for improvement to prevent recurrence.
- Communicate effectively with stakeholders, including senior management, business units, and technical teams, providing regular updates, incident reports, and post-incident reviews.
- Implement and maintain incident management tools and technologies to support incident detection, reporting, and analysis, ensuring continuous improvement of incident management capabilities.
- Develop and deliver training programs, workshops, and exercises to enhance incident management preparedness, response, and recovery capabilities across the organization.
- Collaborate with Change Management, Problem Management, and other ITSM processes to drive alignment and integration of incident management activities with overall IT service management practices.

**Requirements**:

- Bachelor's degree in Information Technology, Computer Science, or related field. Master's degree preferred.
- 10-12 years of experience in incident management, with a focus on managing major incidents in complex IT environments.
- Strong knowledge of incident management frameworks, methodologies, and best practices (e.g., ITIL, ISO 20000).
- Demonstrated experience in leading major incident response teams and managing incident resolution efforts in high-pressure situations.
- Excellent leadership, communication, and interpersonal skills, with the ability to influence and collaborate effectively with stakeholders at all levels.
- Strong problem-solving and analytical skills, with the ability to analyze complex technical issues and drive resolution under tight time constraints.
- ITIL certification (e.g., ITIL 4 Managing Professional) or equivalent incident management certifications are highly desirable.
- Experience with incident management tools and technologies (e.g., ServiceNow, BMC Remedy) is preferred.

Application Question(s):

- How soon can you join if selected?

**Education**:

- Bachelor's (required)

**Experience**:

- relevant: 10 years (required)

Application Deadline: 31/03/2024


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