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.