Manager/Expert Major Incident - IT
- أبو ظبي
- دائم
- دوام كامل
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 CertificationServiceNow CertificationBusiness Communication Professional CertificationIn-depth knowledge of ITIL incident management processes and industry best practices.Proficiency in ITSM platforms, especially ServiceNow.Key Skills and Expertise: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:SolarWindsDynatraceSkilled 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