Functional Lead – Major Incident Management (m/f/d)

Job Title: Functional Lead – Major Incident Management

Location: Abu Dhabi, United Arab Emirates

Role Overview:

The Functional Lead for Major Incident Management is responsible for overseeing the end-to-end lifecycle of major incidents, ensuring rapid service restoration, stakeholder alignment, and continuous improvement. This role acts as the escalation point for high-severity incidents (Sev 1 and Sev 2), coordinating across technical, business, and vendor teams to minimize business disruption and uphold service-level commitments.

Key Responsibilities:

Major Incident Oversight

• Lead the coordination and resolution of major incidents, ensuring timely engagement of resolver groups and adherence to escalation protocols
• Assess business impact and urgency, declare major incidents, and initiate structured response processes
• Ensure that all major incidents are resolved within SLA timelines and documented in accordance with ITIL standards
  
  

Stakeholder Communication & Governance

• Serve as the primary point of contact for business stakeholders during major incidents, providing timely updates and managing expectations
• Facilitate communication bridges and war rooms, ensuring alignment across service desk, technical teams, and leadership
• Drive post-incident reviews (PIRs), root cause analysis (RCA), and continuous improvement initiatives
  
  

Service Delivery & Process Management

• Collaborate with Incident, Problem, and Change Management teams to ensure seamless service operations
• Maintain and improve the Major Incident Management framework, including SOPs, escalation matrices, and communication templates
• Monitor incident trends and proactively identify areas for service improvement and risk mitigation
  
  

Team Leadership & Collaboration

• Work closely with Service Desk leads, Application and Infrastructure owners, and external vendors to ensure coordinated response
• Mentor junior incident managers and support staff on best practices in service delivery and incident handling
  
  

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 6+ years of experience in IT service delivery, with at least 2 years in a major incident or command center leadership role.
• Strong understanding of ITIL frameworks, particularly Incident, Problem, and Change Management.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, or equivalent.
• Excellent communication, stakeholder management, and crisis leadership skills.
  
  

Preferred Qualifications:

• ITIL v4 Foundation or Intermediate certification.
• Experience managing incidents in hybrid or multi-cloud environments (Azure, AWS).
• Familiarity with UAE government digital platforms or public sector service models.
  
  

Halian Group:

With over 28 years of experience, we have come to understand that innovation is the only way to provide agile, practical solutions that transform businesses and careers.

Our resourcing and smart services help you to realize tomorrow’s potential. Discover the amazing things possible when you bring the right people and the right technologies together.

At Halian, we recognize that diversity, equity, and inclusion (DEI) are essential to building high-performing teams for our clients. We are committed to connecting organizations with top talent from all backgrounds, ensuring that every individual feels valued, respected, and empowered to contribute their unique perspectives. We encourage applications from all qualified candidates, regardless of race, gender, disability, or any other characteristic that makes them unique. By fostering diverse and inclusive workplaces, we help our clients drive innovation, enhance collaboration, and better reflect the communities they serve.

Functional Lead – Major Incident Management in Abu Dhabi, United Arab Emirates