Incident and Major Incident Manager

Incident & Major Incident Manager Location: Saudi Arabia Experience: 5+ Years Language: Arabic & EnglishAbout the RoleWe are looking for an experienced Incident & Major Incident Manager to manage IT incidents and service disruptions across a large enterprise environment. You will lead incident resolution, coordinate technical teams, communicate with stakeholders, and ensure services are restored quickly with minimal business impact.Key ResponsibilitiesManage the full incident lifecycle using ServiceNow.Lead and coordinate major incidents from start to resolution.Organize major incident bridge calls with technical and business teams.Provide regular updates to stakeholders, management, and VIP users.Ensure incidents are logged, prioritized, escalated, and resolved within SLA targets.Perform post-incident reviews and support root cause analysis (RCA).Monitor service performance using tools such as Dynatrace, DXC Arise, and DXC Oasis.Identify recurring issues and work with Problem Management teams to drive permanent fixes.Prepare incident reports, dashboards, and service review metrics.Participate in a 24x7 on-call rotation for critical incidents.Required Skills & ExperienceBachelor's degree in IT, Computer Science, or a related field.5+ years of experience in Incident Management and Major Incident Management.Strong knowledge of ITIL processes.Hands-on experience with ServiceNow.Experience with monitoring tools such as Dynatrace, Splunk, or SolarWinds.Excellent communication, coordination, and stakeholder management skills.Ability to work effectively under pressure during critical outages.Preferred QualificationsITIL v4 Foundation Certification.ServiceNow Certified System Administrator (CSA).Experience in large enterprise, industrial, telecom, banking, or mining environments.Knowledge of AIOps and automation platforms.Key CompetenciesMajor Incident ManagementServiceNowITILRoot Cause Analysis (RCA)Stakeholder ManagementSLA & KPI ManagementProblem ManagementCrisis CommunicationLanguage & AvailabilityFluent in Arabic and English.Available for 24x7 on-call support when required.Top 3 Skills RequiredMajor Incident ManagementServiceNow & ITSM ProcessesStakeholder Communication & Coordination