Core42 is the UAE’s national-scale enabler for cloud and generative AI, combining the G42 Group’s deep expertise across multiple technology disciplines into one unified platform for digital transformation. We are seeking a Major Incident & Problem Manager — a decisive, calm leader who thrives under pressure, commands the bridge during live incidents, and drives the recovery of critical services across complex, multi-vendor environments. Beyond crisis leadership, this role focuses on continuous improvement and preventive insight — analysing incident trends and alert data to identify root causes, reduce noise, and drive sustainable service stability.
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Location
Abu Dhabi, United Arab Emirates
Responsibilities
- Lead live or potential Major Incidents (P1/P2), assembling cross-functional technical teams and maintaining clear communication on business impact, actions, and resolution progress.
- Manage incident bridges in high-pressure, multi-vendor environments, ensuring composure and conflict resolution.
- Conduct structured post-incident reviews, driving actionable preventive measures with clearly defined ownership and accountability.
- Deliver transparent, audience-specific updates to internal leadership and stakeholders.
- Provide on-call leadership for critical incidents outside of business hours.
- Manage the full Problem Management lifecycle, from identification to root cause analysis (RCA) and closure.
- Ensure RCA outcomes address systemic issues, not just symptoms.
- Translate lessons from incidents into preventive process and configuration improvements across operations and delivery teams.
- Analyse historical incident and alert data to identify recurring issues, reduce alert noise, and recommend automation and tuning opportunities.
- Produce periodic trend reports and insights — highlighting key offenders, noise reduction progress, and improvement metrics.
Qualifications
- 6–10 years of experience in IT Service Management (ITSM) or Operations.
- 5+ years leading Major Incidents and Problem Management within a Managed Service Provider (MSP) environment.
- Proven experience driving data-driven stability or noise-reduction programs (preferred).
- Proficient in ITSM platforms such as ServiceNow or SMAX.
- Familiarity with monitoring and alerting tools and their underlying mechanisms.
- Experience with data reporting or ETL tools (e.g., Power BI, Power Query) is advantageous.
- Strong understanding of Infrastructure, Cloud, Application, and Network dependencies.
- Exposure to multi-cloud or hybrid infrastructure environments (particularly Azure) preferred.
- Exceptional crisis leadership, cross-functional coordination, and stakeholder communication skills.
- Analytical mindset with a focus on service reliability and operational excellence.
- ITIL v4 Foundation certification required.
- ITIL MP, ISO 20000, or equivalent process specialization certifications preferred.
