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Incident Manager - e& (eMinds)

Description

We are seeking a highly experienced Incident Manager with more than 8 years of experience, to oversee the major incident management (MIM) lifecycle, ensuring IT services are quickly restored following interruptions. The successful candidate will coordinate with IT teams and stakeholders, maintain compliance with ITIL best practices, and drive continuous improvement through post-incident reviews. This role requires excellent communication skills and the ability to manage high-pressure situations effectively. Applicants should demonstrate strong incident management expertise, the ability to minimize business impacts, and experience with ITSM tools like ServiceNow or BMC Remedy. They should collaborate effectively with Problem and Change Managers to align processes, ensuring seamless operations. Salary: AED20k - 23.2k per month

Requirements

1. Minimum experience in incident management and MIM of 8 years.

2. Bachelor’s degree in Information Technology, Computer Science, or a related field.

3. Past projects on MIM and ITIL.

4. 5+ years of experience in IT service management with a primary focus on incident management.

5. Relevant certifications such as ITIL Foundation, ISO/IEC 20000, or equivalent.

6. Proven expertise in ITIL major incident management (MIM) processes and best practices.

7. Hands-on experience with ITSM tools like ServiceNow, BMC Remedy, or similar platforms.

8. Proficient in conducting post-incident reviews and maintaining process documentation.

Desirable

1. Knowledge of Problem and Change Management processes in ITIL frameworks.

2. Experience in developing and delivering training for IT staff on incident management.

3. Ability to adapt and thrive under high-stress, high-pressure environments.

Candidate Applications :

166

Important information

How did you hear about us? *

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Email *(Please ensure the email matches the one mentioned in your CV or resume)

LinkedIn Profile URL *

Please provide your current and expected salary in the box below: *

You are required to answer the following 9 questions which serve as an indicator of what we will be looking for. If you say 'Yes' then ensure there is enough documented evidence in your CV.

1. Do you have at least 8 years of experience in IT service management, focusing primarily on incident management? Is this well documented in your CV? *

2. Do you hold a ITIL certification relevant to major incident management which is current and not expired? Is this well documented in your CV? *

3. Have you directly used ITSM platforms such as ServiceNow, BMC Remedy, or Jira Service Management for managing incidents? *

4. Have you led post-incident reviews (PIRs) and maintained incident management documentation? Is this well documented in your CV? *

5. Have you coordinated or led incident bridge calls during high-impact IT outages? Is this well documented in your CV? *

6. Are you currently working in a role for a telecom operator (e.g., mobile, fixed-line, ISP)? *

7. Have you done projects in ITIL major incident management (MIM)? Is this well documented in your CV? *

8. Are you comfortable with a salary range of AED 20k to 23.2k per month? *

9. This role is based in Abu Dhabi, can you confirm that working from this location is ok for you? *