Incident Management Assistant Manager

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Title Incident Management Assistant Manager

Department IT Infrastructure & Operations

Location Riyadh

Core Responsibilities

Lead the end-to-end management of major incidents to ensure swift resolution and effective communication with stakeholders.

Coordinate cross-functional technical teams to diagnose and restore service.

Manage escalation processes and ensure proper prioritization based on business impact.

Maintain accurate incident records, ensuring documentation aligns with ITIL and organizational standards.

Produce incident reports, including root cause analysis and lessons learned.

Identify recurring incidents and lead investigations to determine underlying root causes.

Develop and implement permanent corrective actions to prevent future occurrences.

Maintain a problem register and ensure proactive problem management through trend and pattern analysis.

Collaborate with service owners and technical teams to drive continuous improvement initiatives.

Qualifications and Requirements

Bachelor’s degree in Information Technology, Computer Science, or relevant field.

Holding of ITIL v4 certification.

Experience managing high-severity incidents in complex, multi-vendor IT environments.

Strong understanding of ITSM tools (e.g., ServiceNow, Jira Service Management, BMC Remedy).

Experience in reporting, trend analysis, and service improvement planning.

Seniority Level Not Applicable

Employment Type Full-time

Job Function Information Technology

Industry Banking

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