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.
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Location: Sharjah, Sharjah Emirate, United Arab Emirates
Work Conditions: On-site, Full-time
Duration: 12 Months (Extendable)
Notice Period: Maximum 30 Days
Client: Government Entity
Language Requirements: Not specified; however, excellent communication skills are required.
Key Responsibilities:
- Lead and manage Major & Critical Incidents, acting as Incident Commander.
- Drive incident triage, troubleshooting, escalation, and communication.
- Prepare PIRs, RCA reports, executive summaries, and dashboards.
- Conduct structured RCAs using 5 Whys, Fishbone, FMEA, etc.
- Maintain the IT Risk Register, define mitigation plans, and ensure compliance.
- Align processes with ITIL v4, ISO 27001, NCEMA standards.
- Support audits, update SOPs/runbooks for Incident, Problem & Risk Management.
- Drive trend analysis, Continuous Service Improvement (CSI) initiatives, and service improvements.
- Collaborate with multi-disciplinary teams (NOC, SOC, Cloud, Security, 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, NIST.
- Experience with ServiceNow or similar ITSM platforms.
- Excellent communication, stakeholder management & crisis leadership skills.
Preferred Certifications:
- ITIL v4 Managing Professional / Intermediate.
- ISO 27001 Lead Auditor / Implementer.
- COBIT / Risk Management (PMI-RMP or equivalent).
Interested candidates with relevant experience can connect with Shaloo Rani or send a resume to shaloo.rani@the company along with current salary, expected salary, and notice period details.
