Service Management: Incident/Change (UAE National)

At the company, we design, build, manage, and modernize the mission-critical technology systems that the world depends on every day. We are looking for an Incident/Change Manager to join our team and take charge of delivering exceptional IT services to our customers. In this role, you will ensure timely and effective resolution of customer issues, coordinate service requests, and maintain communication with customers throughout the service process.

You’ll work collaboratively with IT teams, end-users, and stakeholders to ensure service delivery aligns with business needs. Responsibilities include documenting and updating service management procedures, monitoring service level agreements (SLAs), and managing service support processes such as Incident, Problem, and Change Management. This will also involve driving process improvements, conducting post-resolution incident reviews, and leading incident recovery processes.

The ideal candidate is a passionate problem-solver with a strong background in ITIL frameworks and operations process management in multi-vendor environments, ready to deliver the best possible IT services.

Location: Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates
Work Conditions: On-site, Full-time

Required Skills and Experience:

• UAE National
• 5 years of Operations Process Management experience in multi-vendor environments with ITIL

Preferred Skills and Experience:

• Strong analytical and problem-solving skills
• Excellent communication and interpersonal abilities
• Ability to work effectively in a dynamic, fast-paced environment
• Experience with incident management and root cause analysis
• Proven ability to lead and manage change initiatives
• Certified Incident Manager / Certified Change Manager

Certifications:

• ITIL Foundation Certified
• ITIL Intermediate Certified
• Certified Incident Manager

Benefits:

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

Join the company and be part of a diverse and inclusive workplace where you can grow your career while delivering innovative and progressive technical solutions.