Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders, and communities to grow through differentiation, agility, and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark at a top company, in an exciting and dynamic industry.
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Overall objectives
- Establish and maintain an effective, intelligent, and timely alerting framework across infrastructure, application, and business services.
- Coordinate and continuously improve the incident management lifecycle with a focus on early detection, rapid response, and root cause accountability.
- Integrate observability data (logs, metrics, traces) into a unified alerting and incident response workflow.
- Reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) through automation, clear escalation paths, and operational discipline.
Role specific responsibilities
- Manage and continuously improve the incident response process, including triage, escalation, status communications, and resolution tracking.
- Act as the incident commander during major outages or high-severity issues, coordinating technical teams toward resolution.
- Maintain and govern on-call schedules, escalation paths, and responder playbooks.
- Integrate observability tools with incident management platforms to enable real-time, contextual alerting.
- Lead and document root cause analysis (RCA) and ensure completion of follow-up actions and preventive measures.
- Report on incident metrics and trends, identifying areas for resilience and process improvement.
Qualifications
Core competencies required
- Strong experience with alert management platforms such as Opsgenie, Splunk On-Call, ServiceNow Event Management, or VictorOps.
- Familiarity with routing rules, escalation policies, noise suppression, on-call schedules, and alert deduplication.
- Deep understanding of the end-to-end incident management process—detection, triage, escalation, communication, and closure.
- Proficient in running major incident bridges, documenting timelines, and leading post-incident reviews (PIRs/RCAs).
- Calm and assertive in high-pressure incident scenarios.
- Excellent communicator—able to coordinate with technical and business stakeholders during incidents.
