Position: Incident Manager

Location: UAE - Abudhabi

Qualifications:

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

- 5-8 years of experience in IT service management, with a focus on incident management.

- Relevant certifications such as ITIL Foundation, ISO/IEC 20000, or similar.

- Strong understanding of ITIL incident management processes and best practices.

- Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar.

Role Overview:

The Incident Manager is responsible for managing the incident lifecycle to ensure that IT services are restored as quickly as possible after an interruption. This role requires strong expertise in incident management processes, coordination, and communication with various stakeholders to minimize business impact.

Key Responsibilities:

- Manage the incident lifecycle, including detection, logging, classification, prioritization, investigation, resolution, and closure of incidents.

- Coordinate with IT teams and service desk to ensure timely resolution of incidents and minimize downtime.

- Escalate incidents as necessary according to established escalation processes.

- Communicate incident status, impact, and resolution progress to stakeholders, including users and management.

- Conduct post-incident reviews to identify root causes and ensure continuous improvement in incident management processes.

- Maintain and update the incident management process documentation and ensure compliance with ITIL or other relevant frameworks.

- Develop and deliver training on incident management processes and tools to IT staff.

- Collaborate with Problem and Change Managers to ensure seamless coordination between incident, problem, and change management processes.

If interested, please send an updated CV to [email protected] along with the following details

Total experience:

Current Salary:

Expected Salary:

Notice Period:

Current Location:

Soumya Seenik

Team Lead-Talent Acquisition Specialist

Crystal Solutions

Leading Recruitment Service Provider

Website : www.crysol.com

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