Incident Manager job opportunity at TAWANTECH.

Home Jobs In Saudi Arabia Tag: Job Incident Manager position at TAWANTECH


Date2025-10-15T10:35:17.020Z bot
TAWANTECH Incident Manager
Experience: 10-years
Pattern: full-time
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loacation Riyadh, Saudi Arabia
loacation Riyadh....Saudi Arabia

Description About the Role We’re looking for an experienced  Incident Manager  to lead and manage  Tier 1 and Tier 2 IT operations , ensuring timely incident detection, escalation, and resolution across core banking and financial systems. This role ensures minimal disruption, quick recovery, and a culture of proactive service management. Key Responsibilities 🎯  Incident Management Lead the  end-to-end incident management process  to ensure fast response and business continuity. Coordinate with technical, business, and vendor teams during critical incidents. Conduct  root cause analysis (RCA)  and ensure preventive measures are implemented. Communicate incident status, impact, and resolution progress to stakeholders. Track SLAs and KPIs to ensure compliance with service standards. 🧩  Tier 1 Support (First Line of Defense) Serve as the  initial point of contact  for all IT service disruptions and requests. Perform  basic troubleshooting  (system checks, log review, user issue validation). Record and classify incidents accurately in the ITSM system. Escalate unresolved issues to  Tier 2  teams with full incident context. Monitor alerts from monitoring tools (e.g., Dynatrace, SCOM, Splunk) and take initial action. ⚙️  Tier 2 Support (Advanced Troubleshooting) Handle escalated incidents requiring  deeper technical investigation . Perform  system diagnostics, configuration reviews, and recovery actions . Collaborate closely with application, infrastructure, and network teams. Provide  temporary workarounds  and coordinate permanent fixes. Support post-incident reviews to identify service gaps and improvement areas. Requirements Bachelor’s degree in  Computer Science ,  Information Technology , or related field. 10+ years  of experience in IT incident management or IT operations. Experience leading  Tier 1 & Tier 2 teams  in large-scale IT environments. Strong background in  banking or financial services  technology operations. Solid understanding of  ITIL v4  and  ITSM frameworks . Hands-on experience with  CA Service Desk ,  OpenText SMAX , or similar tools. Strong communication, analytical, and leadership skills. Preferred Qualifications ITIL certification  or equivalent. Experience in  automation ,  release management , and  root cause analysis . Familiarity with  ServiceNow, Jira , or other incident management platforms.

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