IT Incident Manager

Role overview

The IT Incident Manager is in charge of coordinating and closing IT incidents across the organization from start to finish. The role focuses on ensuring incidents are detected, recorded, handled, and communicated quickly and effectively so that business disruption is kept to a minimum. It also supports ongoing service improvement through incident trend review, root cause analysis, and preventive actions.

This position works closely with technical specialists, business teams, and senior leaders, and acts as the main point of control during major incidents and service outages.

Incident lifecycle management

• Take full ownership of incidents from identification and logging through resolution and formal closure, following ITIL-aligned practices.
• Coordinate response efforts among technical teams, external vendors, and business stakeholders to restore services as quickly as possible.
• Lead major incident bridges and ensure communication, escalation, and decision-making stay clear and timely.
• Make sure incidents are correctly classified, prioritized, and documented in the ITSM system.

Communication and stakeholder handling

• Prepare prompt and clear incident alerts and progress updates for technical groups, management, and impacted users.
• Act as the first escalation contact for Severity 1 and Severity 2 incidents.
• Facilitate post-incident review meetings and share incident reports with leadership.

Process and continuous improvement

• Create, maintain, and enhance incident management procedures, playbooks, and runbooks.
• Monitor incident patterns and build KPI dashboards and SLA performance reports.
• Spot repeated incidents and work with Problem Management to eliminate root causes.
• Promote continuous service improvement across IT Operations.

Governance and compliance

• Ensure incident management activities follow internal policies, regulatory obligations, and audit expectations.
• Keep escalation matrices and on-call schedules current and tested.
• Partner with Change Management to review links between incidents and changes.

Job requirements

• Candidate must be Saudi nationality.
• A bachelor’s degree in Information Technology, Computer Science, or a related discipline is required.
• ITIL Foundation certification (v3 or v4) is mandatory; ITIL Practitioner or Managing Professional is preferred.
• At least 4 to 6 years of experience in IT Service Management is required, including a minimum of 2 years specifically in Incident Management.
• Experience handling major incidents in complex environments with multiple vendors is necessary.
• Hands-on familiarity with ITSM tools such as ServiceNow, Jira Service Management, or BMC Remedy is expected.
• Understanding of IT infrastructure, cloud environments, and enterprise application setups is needed.
• Strong written and verbal communication skills are important, including the ability to explain technical matters to non-technical audiences.
• Must be able to perform well under pressure and manage multiple priorities in a fast-moving setting.

Additional information

Location: Jeddah, Makkah, Saudi Arabia.