Manager/Expert Major Incident - IT
Xad Technologies
Date: 3 weeks ago
City: Abu Dhabi
Contract type: Full time
Role Overview:
The Major Incident Manager is responsible for the efficient resolution of major incidents that affect business-critical IT services. This role involves managing the end-to-end incident response process, coordinating across cross-functional technical teams, and ensuring timely and effective communication with stakeholders to minimize business impact.
Required Qualifications:
The Major Incident Manager is responsible for the efficient resolution of major incidents that affect business-critical IT services. This role involves managing the end-to-end incident response process, coordinating across cross-functional technical teams, and ensuring timely and effective communication with stakeholders to minimize business impact.
Required Qualifications:
- Bachelors degree in Information Technology, Computer Science, or a related field.
- Minimum 8 years of experience in large-scale industries managing Digital Networks, Security, and Infrastructure in production environments.
- At least 5 years of hands-on experience in Major Incident Management and advanced monitoring.
- Relevant certifications including:
- ITIL Master Certification
- ServiceNow Certification
- Business Communication Professional Certification
- In-depth knowledge of ITIL incident management processes and industry best practices.
- Proficiency in ITSM platforms, especially ServiceNow.
- Proven expertise in major incident handling and real-time coordination.
- Strong analytical thinking and effective problem-solving capabilities.
- Excellent verbal and written communication skills; ability to engage stakeholders at all levels.
- Calm under pressure, with the ability to manage high-stress and time-sensitive situations.
- Highly organized, with excellent multitasking and prioritization skills.
- Practical experience with monitoring and event management tools such as:
- SolarWinds
- Dynatrace
- Skilled in triaging and identifying root causes using monitoring tools.
- Solid background in Digital & Cybersecurity application/infrastructure monitoring.
- Familiarity with cloud monitoring tools and technologies.
- Strong knowledge of network protocols and administration.
- Good understanding of digital and cybersecurity service management processes
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