The company is seeking a highly skilled and motivated Incident Manager to join our International Services team in Riyadh, Saudi Arabia. This hybrid, full-time position is critical for delivering mission-critical operations systems, including the development and implementation of customer applications and company products to ensure optimal customer performance and success.
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In response to rapid advancements in IT and communications technologies, and the increasing demand for Advanced Command & Control Center software solutions built on Cloud Computing, AI, and Machine Learning, we are expanding our Services team. The Incident Manager will provide essential field engineering services to our AMEA customers, reflecting our commitment to innovation and customer satisfaction.
At the company, we invest in our employees. Comprehensive training and certifications in required technologies and service management will be provided, empowering you to excel in your role and advance your career. You will support the design and implementation of management, service, and maintenance solutions for customer networks, aiming to independently lead and manage these efforts.
Responsibilities:
- Collaborate with cross-functional teams across various technology stacks (web, mobile, middleware) to resolve complex business and technical challenges.
- Provide high-quality technical and operational support for mission-critical IT and Radio systems, ensuring service level and operational key performance indicators are consistently met.
- Maintain system performance and availability through incident and performance management processes.
- Work closely with Field Services Engineers and Technical Support Operations to ensure adherence to Service Level Agreements.
- Manage the resource calendar to fulfill all Maintenance Agreement deliverables.
- Coordinate with the Local Service Delivery Manager for contract-related activities.
- Conduct regular customer meetings to discuss service availability and performance.
- Address customer comments and inquiries related to specific project aspects or the entire project scope.
- Plan and execute technical tasks according to established instructions and processes.
- Respond to customer problems directly or through the internal customer interface.
- Troubleshoot and resolve technical design-related issues.
- Attend all scheduled and unscheduled customer meetings, providing reports to the Team Lead and Local Service Delivery Manager.
Basic Requirements:
- Engineering or Sciences degree OR 4+ years of experience as a System Manager or in Field Service, with expertise in areas such as Broadband PTT, Wired/Wireless Communication Systems, IT Systems, or Networking equipment.
- Legal authorization to work in Saudi Arabia indefinitely; employer work permit sponsorship is not available.
- Background in Network/IT, Broadband PTT, or Customer Service.
- Strong professional interpersonal and communication skills.
- Excellent command of verbal and written English and Arabic.
Travel Requirements: Under 25%
Relocation Provided: Domestic
Position Type: Experienced
EEO Statement:
The company is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. We are proud of our people-first and community-focused culture, empowering every employee to be their most authentic self and do their best work to deliver on the promise of a safer world.
