More jobs:
Incident Manager
Job in
Khobar, Eastern Province, Saudi Arabia
Listed on 2026-02-16
Listing for:
TAWANTECH
Full Time
position Listed on 2026-02-16
Job specializations:
-
IT/Tech
IT Support, IT Project Manager
Job Description & How to Apply Below
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.
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.
- 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
, Open Text SMAX
, or similar tools. - Strong communication, analytical, and leadership skills.
- ITIL certification or equivalent.
- Experience in automation
, release management
, and root cause analysis
. - Familiarity with Service Now
, Jira
, or other incident management platforms.
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