Incident Management Assistant Manager

About the Job:
As the Incident Management Assistant Manager, you will lead the end-to-end management of major incidents to ensure swift resolution and effective communication with stakeholders. You will coordinate cross-functional technical teams to diagnose and restore service, manage escalation processes, and ensure proper prioritization based on business impact. Your responsibilities will include maintaining accurate incident records aligned with ITIL and organizational standards, producing incident reports with root cause analysis, identifying recurring incidents, and leading investigations. You will also develop and implement permanent corrective actions to prevent future occurrences, maintain a problem register, and collaborate with service owners and technical teams to drive continuous improvement initiatives.

Location: Riyadh, Saudi Arabia
Work Conditions: On-site, Full-time

Qualifications and Requirements:

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

Language Requirements: Not specified.