Manager - Incident Management / مدير - إدارة البلاغات

<p dir = "auto"><span style="font-size: 16px;"><strong>Job Purpose:</strong></span></p>
<p dir = "auto">The Manager – Incident Management executes the Bank’s end-to-end Incident Management function ensuring rapid service restoration, effective stakeholder communication, and adherence to IT Service Management governance. He/ She coordinates with the internal support teams and managed services partners, drives Major Incident handling, and ensures SLA and OLA compliance.</p>
<p dir = "auto">&nbsp;The Manager – Incident Management improves operational resilience by performing post-incident reviews, corrective actions, and continuous improvement in line with regulatory expectations.</p>
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<p dir = "auto"><span style="font-size: 16px;"><strong>Key Accountabilities:</strong></span></p>
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<li>Owns and operates the full incident management lifecycle from detection and logging through resolution, recovery, confirmation, and closure under accurate supervision of the line manager.</li>
<li>Handles Major Incidents (P1), initiates bridge calls, mobilizes response teams, handles investigations, coordinates recovery actions, and provides structured updates to stakeholders.</li>
<li>Ensures accurate incident classification, prioritization, assignment, and escalation in line with defined SLAs and OLAs.</li>
<li>Coordinates with the Service Desk, L2/L3 teams, Infrastructure, Applications, Security, and managed service partners to restore services safely and efficiently.</li>
<li>Ensures timely, structured and consistent updates to the business and senior stakeholders regarding incidents communication.</li>
<li>Ensures complete and accurate incident documentation, including timelines, impact assessments, actions taken, workarounds, and resolutions.</li>
<li>Maintains and promotes a knowledge base to enable faster incident resolution and reduce recurrence.</li>
<li>Drives post-incident reviews for major incidents and tracks corrective and preventive actions to completion.</li>
<li>Coordinates with Problem Management to ensure root-cause analysis and permanent fixes for recurring or high-impact incidents.</li>
<li>Coordinates with Change Management for emergency changes arising from incidents and ensures governance, approvals, implementation, and rollback controls are applied.</li>
<li>Monitors incident trends, recurring issues, SLA performance, MTTR, and severity patterns and produces regular management dashboards and reports.</li>
<li>Maintains and continuously improves incident management processes, templates, escalation matrices, and operating procedures.</li>
<li>Ensures alignment of incident management practices with Bank policies, audit requirements, and regulatory guidelines.</li>
<li>Supports audits and compliance reviews by providing incident evidence, traceability, and timely closure of findings.</li>
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<p dir = "auto"><span style="font-size: 16px;"><strong>Qualifications and Experience:</strong></span></p>
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<li>Bachelor’s degree in Information Technology, Computer Science, or a related discipline.</li>
<li>A professional certification in IT Service Management or IT Change Management (E.g ITIL, ISO/ IEC 2000, COBIT, Prosci …ect.) is desired</li>
<li>Minimum of 5 years of experience in a similar role in IT Service Management or IT Change Management within a regulated banking environments.</li>
<li>Strong working knowledge of ITIL-based Incident and Problem Management practices, including Major Incident coordination.</li>
<li>Experience using ITSM tools for ticketing, SLA tracking, reporting, and dashboards.</li>
<li>Proven ability to manage incidents in high-pressure and business-critical environments.</li>
<li>Awareness of the latest CBO and local governance regulations.</li>
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<p dir = "auto">** Applications will be accepted until 07-Mar-2025 at 2:00 P.M</p>
<p dir = "auto">Submissions received after this date and time will not be considered **</p>