We are looking for an experienced Incident & Risk Manager to support a major government organization in leading Major Incidents, Problem Management, IT Risk Management, and Governance across mission-critical services. This is a 12-month (extendable) on-site, full-time position located in Sharjah, UAE.
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Key Responsibilities:
- Lead and manage Major & Critical Incidents, acting as Incident Commander.
- Drive incident triage, troubleshooting, escalation, and communication.
- Prepare Post Incident Reviews (PIRs), Root Cause Analysis (RCA) reports, executive summaries, and dashboards.
- Conduct structured RCAs using methodologies such as 5 Whys, Fishbone, FMEA, etc.
- Maintain the IT Risk Register, define mitigation plans, and ensure compliance.
- Align processes with ITIL v4, ISO 27001, and NCEMA standards.
- Support audits, update Standard Operating Procedures (SOPs)/runbooks for Incident, Problem & Risk Management.
- Drive trend analysis, Continuous Service Improvement (CSI) initiatives, and service improvements.
- Collaborate with multi-disciplinary teams including NOC, SOC, Cloud, Security, and Vendors.
Required Experience & Skills:
- 7–12 years in IT Service Management roles.
- Strong experience in Major Incident handling & war room coordination.
- Exposure to NOC/SOC, cloud environments, and mission-critical systems.
- Solid background in IT risk assessment & mitigation planning.
- Expertise in ITIL v4 (Mandatory).
- Familiarity with ISO 27001, NCEMA, and NIST standards.
- Experience with ServiceNow or similar ITSM platforms.
- Excellent communication, stakeholder management, and crisis leadership skills.
Preferred Certifications:
- ITIL v4 Managing Professional / Intermediate.
- ISO 27001 Lead Auditor / Implementer.
- COBIT / Risk Management (PMI-RMP or equivalent).
Language Requirements: Not specified.
Notice Period: Maximum 30 Days
Note: Candidate must be locally available in UAE with an attested degree. Interested candidates with relevant experience can send their resume to the company, along with current salary, expected salary, and notice period details.
