Incident and Major Incident Manager

Incident & Major Incident Manager Location: Saudi Arabia Experience: 5+ Years Language: Arabic & English About the Role We are looking for an experienced Incident & Major Incident Manager to manage IT incidents and service disruptions across a large enterprise environment. You will lead incident resolution, coordinate technical teams, communicate with stakeholders, and ensure services are restored quickly with minimal business impact. Key Responsibilities • Manage the full incident lifecycle using ServiceNow. • Lead and coordinate major incidents from start to resolution. • Organize major incident bridge calls with technical and business teams. • Provide regular updates to stakeholders, management, and VIP users. • Ensure incidents are logged, prioritized, escalated, and resolved within SLA targets. • Perform post-incident reviews and support root cause analysis (RCA). • Monitor service performance using tools such as Dynatrace, DXC Arise, and DXC Oasis. • Identify recurring issues and work with Problem Management teams to drive permanent fixes. • Prepare incident reports, dashboards, and service review metrics. • Participate in a 24x7 on-call rotation for critical incidents. Required Skills & Experience • Bachelor's degree in IT, Computer Science, or a related field. • 5+ years of experience in Incident Management and Major Incident Management. • Strong knowledge of ITIL processes. • Hands-on experience with ServiceNow. • Experience with monitoring tools such as Dynatrace, Splunk, or SolarWinds. • Excellent communication, coordination, and stakeholder management skills. • Ability to work effectively under pressure during critical outages. Preferred Qualifications • ITIL v4 Foundation Certification. • ServiceNow Certified System Administrator (CSA). • Experience in large enterprise, industrial, telecom, banking, or mining environments. • Knowledge of AIOps and automation platforms. Key Competencies • Major Incident Management • ServiceNow • ITIL • Root Cause Analysis (RCA) • Stakeholder Management • SLA & KPI Management • Problem Management • Crisis Communication Language & Availability • Fluent in Arabic and English. • Available for 24x7 on-call support when required. Top 3 Skills Required • Major Incident Management • ServiceNow & ITSM Processes • Stakeholder Communication & Coordination Show more Show less