IT Incident Manager

Jeddah, Saudi Arabia | Posted on 08/05/2026

CoorB is all about digital finance. We build full-fledged innovative solutions with a focus on process automation, user experience enhancement, and advanced data analytics. With our extensive industry expertise, we help achieve operational excellence, future-proof your IT investments, and ensure a competitive edge in the ever‑evolving finance industry.

ABOUT CoorB

Webuild full-fledged innovative solutions with a focus on process automation,user experience enhancement, and advanced data analytics. With our extensiveindustry expertise, we help achieve operational excellence, future-proof yourIT investments, and ensure a competitive edge in the ever‑evolving finance industry.

OUROPPORTUNITY

The IT Change Manager is accountable for governing and facilitating the Change Management process across the organization, ensuring that all IT changes — from standardto emergency — are assessed, authorized, implemented, and reviewed in acontrolled and risk-managed manner.

• Own and manage the full incident lifecycle — from detection andlogging to resolution and closure — in accordance with ITIL best practices.
• Coordinate incident response across technical teams, vendors,and business stakeholders to ensure swift restoration of services.
• Drive Major Incident Management (MIM) bridges, maintaining clear communication and decisive escalation throughout.
• Ensure all incidents are accurately categorized, prioritized,and documented in the ITSM platform.
• Produce timely, clear incident notifications and status updatesfor technical teams, management, and affected end users.
• Serve as the primary escalation point for Severity 1 and Severity 2 incidents.
• Chair post-incident review (PIR) meetings and publish incident reports to leadership.
• Define, maintain, and improve incident management processes,playbooks, and runbooks.
• Track incident trends and produce KPI dashboards and SLAperformance reports.
• Identify recurring incidents and work with Problem Management todrive root cause elimination.
• Champion a culture of continual service improvement across IT Operations.
• Ensure incident management activities align with organizational policies, regulatory requirements, and audit expectations.
• Maintain and test incident escalation matrices and on-callrosters.
• Collaborate with Change Management to assess incident-to-changecorrelation.

• Bachelor's degree in Information Technology, Computer Science, or a related discipline (or equivalent experience).
• Minimum 4–6 years of experience inIT Service Management, with at least 2 years in an Incident Management role.
• ITIL Foundation certification (v3 orv4) mandatory; ITIL Practitioner or Managing Professional preferred.
• Proven experience managing Major Incidents in complex, multi-vendor IT environments.
• Proficiency with ITSM platforms suchas Service Now, Jira Service Management, or BMC Remedy.
• Strong understanding of IT infrastructure, cloud platforms, and enterprise application environments.
• Excellent written and verbal communication skills, with the ability to communicate technical issues tonon-technical audiences.
• Demonstrated ability to work under pressure, managing multiple priorities in a fast-paced environment.
• ITIL 4 Managing Professional or Strategic Leadercertification.
• Experience with monitoring and observability tools (e.g.,Dynatrace, Splunk, Pager Duty, Ops Genie).
• Knowledge of Dev Ops and SRE practices.
• Experience working within an ITIL-mature organization withwell-defined governance frameworks.
• Exposure to ISO
  20000, ISO 27001, or SOC 2 compliance environments