Incident Manager

The Incident Manager is responsible for defining and documenting the company's processes and procedures related to Incident, Change, Problem, Capacity, and Availability management. This role will include linking customer processes with the company's operational procedures and supporting customer process owners to improve the maturity of these processes. The Incident Manager will report and follow up on service level metrics on a weekly and monthly basis, ensuring that SLAs and KPIs are met across all service components.

Key responsibilities include:

• Initiating service improvements regarding availability, performance, service demand, and cost.
• Ensuring all service deliverables are implemented and measured through service level metrics.
• Establishing and running a governance model with relevant customer service management owners and process owners.
• Monitoring service level performance and addressing customer satisfaction gaps.
• Managing customer escalations and ensuring customer satisfaction goals are met.
• Acting as a trusted advisor through service performance analysis and understanding customer requirements.
• Managing the incident lifecycle, including detection, logging, classification, prioritization, investigation, resolution, and closure of incidents.

Skills & Requirements:

• Expertise in incident management and coordination.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage high-stress situations.
• Strong organizational and multitasking skills.

Qualifications:

• ITIL V4 certification.
• 5+ years of experience working with the relevant technologies.

At the company, we prioritize in-person collaboration and offer flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We are committed to fostering an inclusive environment where everyone can thrive.

Work Conditions:

• Full-time, On-site
  Location:
• Dubai, Dubai, United Arab Emirates