Major Incident Manager Lead

About the Job:
At the company, we design, build, manage, and modernize the mission-critical technology systems that the world depends on every day. We are committed to fostering an equitable and inclusive environment for our employees, customers, and communities.

As a Major Incident Manager, you will have a dynamic role at the forefront of delivering exceptional IT services to our customers. Your primary responsibilities will include ensuring timely and effective resolution of customer issues, coordinating and managing service requests, and maintaining ongoing communication with customers throughout the service process.

You will work collaboratively with other IT teams, end-users, and stakeholders to align service delivery with business needs and expectations. Additionally, you will document and update service management procedures, monitor service level agreements (SLAs), and ensure that our IT service management (ITSM) systems are well-maintained.

Key responsibilities include:

• Overseeing and managing major incidents to minimize operational impact.
• Conducting root cause analysis and creating associated problem records.
• Developing reporting mechanisms to track performance and identify areas for improvement.

Required Skills and Experience:

• 8 years of experience in Operations Process Management within multi-vendor environments.
• Strong background in ITIL frameworks.
• Operational or project management experience.
• Certifications: ITIL Foundation Certified, ITIL Intermediate Certified, Certified Incident Manager.

Preferred Skills:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to thrive in a dynamic, fast-paced environment.
• Proven experience in leading and managing major incidents and related processes.

Work Conditions:
On-site, Full-time

Language Requirements:
Not specified.

Benefits:

• Competitive salary
• Housing allowance
• Transportation benefits
• Educational support for children
• Annual flight home
• Comprehensive medical coverage
• Group life insurance

Location:
Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates