Incident Manager

4 days ago

Riyadh, Saudi Arabia TAWANTECH Full time

**Description**:
**About the Role**:
We’re looking for an experienced **Incident Manager** to lead and manage **Tier 1 and Tier 2 IT operations**, ensuring timely incident detection, escalation, and resolution across core banking and financial systems. This role ensures mínimal disruption, quick recovery, and a culture of proactive service management.

**Key Responsibilities**:
***Incident Management***:

- Lead the **end-to-end incident management process** to ensure fast response and business continuity.
- Coordinate with technical, business, and vendor teams during critical incidents.
- Conduct **root cause analysis (RCA)** and ensure preventive measures are implemented.
- Communicate incident status, impact, and resolution progress to stakeholders.
- Track SLAs and KPIs to ensure compliance with service standards.

***Tier 1 Support (First Line of Defense)***:

- Serve as the **initial point of contact** for all IT service disruptions and requests.
- Perform **basic troubleshooting** (system checks, log review, user issue validation).
- Record and classify incidents accurately in the ITSM system.
- Escalate unresolved issues to **Tier 2** teams with full incident context.
- Monitor alerts from monitoring tools (e.g., Dynatrace, SCOM, Splunk) and take initial action.
- **️**Tier 2 Support (Advanced Troubleshooting)**
- Handle escalated incidents requiring **deeper technical investigation**.
- Perform **system diagnostics, configuration reviews, and recovery actions**.
- Provide **temporary workarounds** and coordinate permanent fixes.
- Support post-incident reviews to identify service gaps and improvement areas.

**Requirements**:

- Bachelor’s degree in **Computer Science**, **Information Technology**, or related field.
- **10+ years** of experience in IT incident management or IT operations.
- Experience leading **Tier 1 & Tier 2 teams** in large-scale IT environments.
- Strong background in **banking or financial services** technology operations.
- Solid understanding of **ITIL v4** and **ITSM frameworks**.
- Hands-on experience with **CA Service Desk**, **OpenText SMAX**, or similar tools.
- Strong communication, analytical, and leadership skills.

**Preferred Qualifications**:

- **ITIL certification** or equivalent.
- Experience in **automation**, **release management**, and **root cause analysis**.
- Familiarity with **ServiceNow, Jira**, or other incident management platforms.

**Requirements

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