# Incident Engineer (Operations Support) — TAWANTECH

Canonical: https://jobxdubai.com/jobs/6d380ce3-incident-engineer-operations-support
Location: Riyadh, Saudi Arabia
Type: full_time · Level: senior
Monthly salary: AED 11,760 to 17,640 per month (employer-stated) (UAE salaries are tax-free)
Posted: 2026-09-21
Apply: https://jobs.workable.com/view/eueEDJimBUkagC8oaxVpxi/incident-engineer-(operations-support)-in-riyadh-at-tawantech

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## Description

Role Summary:
The Incident Engineer will coordinate and manage major and critical incidents, ensuring rapid restoration of service, escalation control, effective communication, and follow-up actions including RCA and lessons learned.

Key Responsibilities:
- Manage and coordinate major and critical incidents end-to-end to minimize business impact
- Facilitate incident bridge calls, command center communications, and escalation workflow
- Ensure rapid escalation, engagement, and coordination across infrastructure, application, database, network, security, and vendor support teams
- Monitor incident lifecycle (recognition → mitigation → resolution) and ensure escalation timelines align to SLAs
- Provide real-time incident status updates to technical teams and management stakeholders
- Coordinate post-incident reviews including Root Cause Analysis (RCA) and lessons learned sessions
- Ensure action tracking and follow-up closure based on RCA findings
- Analyze incident trends, recurrence patterns, and operational risks; recommend improvements
- Ensure correct incident categorization, prioritization, ownership assignment, and documentation
- Support Problem Management activities for recurring incidents and assist with performance improvements
- Develop incident management reports, dashboards, and KPI measurements supporting operational improvements
- Drive reduction of recurring incidents and improve MTTR through proactive incident management
- Ensure compliance with bank operational procedures, regulatory requirements, and ITSM governance during incident handling

## Requirements

Skills & Experience Requirements:
- Minimum 5 years experience in Incident Management and Major Incident Management
- Strong understanding of IT Operations and ITSM processes
- Proven experience coordinating critical incidents and stakeholder communications
- Experience in Root Cause Analysis (RCA) and incident management documentation
- Strong leadership, communication, and escalation management skills
- Experience in banking or highly regulated environments preferred

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