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Incident Manager (IT)
Riyadh, Central Province · Information Technology
Roles and Responsibility
Overseeing the incident management process and team members involved in resolving the incident.
Responding to a reported service incident, identifying the cause & initiating the incident management process.
Prioritizing incidents according to their urgency and influence on the business.
Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
Collaborating with the incident management team to ensure that all protocols are diligently followed.
Logging all incidents and their resolution to see if there are recurring malfunctions.
Adjusting the incident management process as required to ensure its effectiveness.
Communicating with upper management if major issues are found in the IT system.
Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
Bachelors degree in information technology, engineering, or a related field.
At least three years experience working in IT service management, or a similar role.
Strong knowledge of IT service management software including ITIL and COBIT.
Experience working with IT systems and software such BMC remedy, HP Service Manager, Service Now, etc.
Strong problem solving, analytical, and time management skills.
Knowledge in working ITSM tools
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