Incident Manager

About the Role:

We are seeking an experienced Incident Manager to lead and coordinate technical incident response activities across our IT infrastructure in the United Arab Emirates. The successful candidate will ensure timely resolution of high-impact incidents, implement ITIL best practices, and drive continuous improvement in incident management processes.

Responsibilities:

• Manage the end-to-end incident lifecycle, including identification, logging, categorization, prioritization, resolution and closure
• Coordinate cross-functional teams and third-party vendors to resolve technical incidents within SLA targets
• Serve as the primary point of contact for major incident communications and stakeholder updates
• Escalate unresolved incidents to senior management and facilitate post-incident reviews
• Analyze incident trends and root causes to recommend and implement preventive measures
• Maintain accurate incident records, metrics and dashboards for reporting and audit purposes
• Continuously refine incident management workflows to align with ITIL framework and organizational objectives
• Provide coaching and guidance to junior team members on incident management best practices

Required Qualifications:

• 5-7 years of hands-on experience in technical incident management
• Strong knowledge of ITIL framework and proven experience applying ITIL principles to incident management
• Proven ability to troubleshoot complex technical issues across multiple IT domains
• Excellent communication and stakeholder management skills, both verbal and written
• Demonstrated leadership and decision-making abilities under high-pressure situations
• Experience working within UAE regulatory and operational environments

Preferred Qualifications:

• ITIL Expert or ITIL 4 Master certification
• Experience with incident management tools such as ServiceNow, JIRA Service Management or equivalent
• Bachelor’s degree in Computer Science, Information Technology or related field
• Fluency in Arabic and English for stakeholder engagement