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 involves linking customer processes with the company's operational procedures and supporting customer process owners in improving their maturity levels. Key responsibilities include reporting on Service Level metrics, ensuring SLAs and KPIs are met, and initiating service improvements regarding availability, performance, service demand, and cost.
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Additionally, the Incident Manager will establish and run a governance model with relevant customer service management owners and process owners, conduct regular process reviews, monitor service level performance, and manage customer escalations to achieve satisfaction goals. The role also includes managing the incident lifecycle, coordinating with IT teams for timely resolution, communicating incident status to stakeholders, and conducting post-incident reviews.
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
- ITIL V4 certified
- 5+ years of experience working with relevant technologies
Work Conditions:
The company prioritizes in-person collaboration while offering flexibility to support well-being, productivity, individual work styles, and life circumstances.
Language Requirements:
Proficiency in English is expected, and any additional language skills would be advantageous.
Location:
Dubai, Dubai, United Arab Emirates
Job Type:
Contract
