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Incident Manager

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia TAWANTECH Full time

DescriptionAbout 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 minimal 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.
  • Collaborate closely with application, infrastructure, and network teams.
  • 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 withCA 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