Major Incident Manager

As a Major Incident Manager, you will play a critical role in ensuring service continuity and minimizing business disruption through effective incident management. Your key responsibilities will include:

• Performing 24x7 incident management activities to address service disruptions.
• Registering and managing incidents from service degradation, outages, or operational alerts.
• Coordinating troubleshooting, restoration activities, and stakeholder engagement.
• Ensuring rapid decision-making to overcome operational roadblocks during incident resolution.
• Driving service restoration while adhering to incident management processes.
• Scheduling and facilitating Major Incident Review (MIR) meetings post-resolution.
• Documenting timelines, recovery actions, lessons learned, and areas for improvement.
• Coordinating Root Cause Analysis (RCA) activities and creating problem records for major incidents.
• Tracking progress toward resolution and monitoring trends to identify proactive problem-solving opportunities.
• Updating knowledge repositories with verified root causes, known errors, and permanent resolutions.
• Ensuring compliance with Incident and Problem Management policies and regulatory requirements.

Technical Skills Required:

• Experience in Major Incident Management and strong knowledge of RCA methodologies.
• Familiarity with Incident and Problem Management practices and the ITIL Service Management framework.
• Understanding of IT infrastructure, applications, cloud services, networks, and security operations.

Key Performance Indicators (KPIs):

• Reduction in recurring incidents and timely closure of major incidents.
• Effectiveness in identifying and resolving proactive problems.
• Mean Time to Identify Root Cause (MTTRCA) and compliance with service level agreements (SLAs).

Location: Riyadh, Saudi Arabia
Work Conditions: Full-time, On-site

Language Requirements:
(Please specify if any language proficiency is required for this job.)