Incident Manager
About the role:
We are seeking an experienced incident manager to lead and coordinate technical incident response activities across our IT infrastructure in the United Arab Emirates. The successful candidate will ensure timely resolution of high-impact incidents, implement ITIL best practices, and drive continuous improvement in incident management processes.
Responsibilities:
Manage the end-to-end incident lifecycle, including identification, logging, categorization, prioritization, resolution and closure
Coordinate cross-functional teams and third-party vendors to resolve technical incidents within SLA targets
Serve as the primary point of contact for major incident communications and stakeholder updates
Escalate unresolved incidents to senior management and facilitate post-incident reviews
Analyze incident trends and root causes to recommend and implement preventive measures
Maintain accurate incident records, metrics and dashboards for reporting and audit purposes
Continuously refine incident management workflows to align with ITIL framework and organizational objectives
Provide coaching and guidance to junior team members on incident management best practices
Required qualifications:
5-7 years of hands-on experience in technical incident management
Strong knowledge of ITIL framework and proven experience applying ITIL principles to incident management
Proven ability to troubleshoot complex technical issues across multiple IT domains
Excellent communication and stakeholder management skills, both verbal and written
Demonstrated leadership and decision-making abilities under high-pressure situations
Experience working within UAE regulatory and operational environments
Preferred qualifications:
ITIL Expert or ITIL 4 Master certification
Experience with incident management tools such as ServiceNow, JIRA Service Management or equivalent
Bachelor’s degree in Computer Science, Information Technology or related field
Fluency in Arabic and English for stakeholder engagement
Position details
Location: United Arab Emirates, United Arab Emirates
Industry: Information Technology (IT) / Software
Experience required: 5+ years