Incident Engineer (Operations Support)

About the Role

TawanTech is seeking an Incident Engineer (Operations Support) to join their team in Riyadh, Riyadh Province. This full-time role involves coordinating and managing major and critical incidents to ensure rapid service restoration, effective communication, and thorough follow-up actions, including Root Cause Analysis (RCA) and lessons learned.

Key Responsibilities

• Manage and coordinate major and critical incidents end-to-end to minimize business impact.
• Facilitate incident bridge calls, command center communications, and escalation workflows.
• Ensure rapid escalation, engagement, and coordination across infrastructure, application, database, network, security, and vendor support teams.
• Monitor the incident lifecycle from recognition to mitigation and resolution, ensuring escalation timelines align with SLAs.
• Provide real-time incident status updates to technical teams and management stakeholders.
• Coordinate post-incident reviews, including Root Cause Analysis (RCA) and lessons learned sessions.
• Ensure action tracking and follow-up closure based on RCA findings.
• Analyze incident trends, recurrence patterns, and operational risks, recommending improvements.
• Ensure correct incident categorization, prioritization, ownership assignment, and documentation.
• Support Problem Management activities for recurring incidents and assist with performance improvements.
• Develop incident management reports, dashboards, and KPI measurements to support operational improvements.
• Drive the reduction of recurring incidents and improve Mean Time To Resolution (MTTR) through proactive incident management.
• Ensure compliance with bank operational procedures, regulatory requirements, and ITSM governance during incident handling.

Qualifications and Experience

• Minimum of 5-10 years of experience in Incident Management and Major Incident Management.
• Strong understanding of IT Operations and ITSM processes.
• Proven experience coordinating critical incidents and stakeholder communications.
• Experience in Root Cause Analysis (RCA) and incident management documentation.
• Strong leadership, communication, and escalation management skills.
• Experience in banking or highly regulated environments is preferred.

Work Environment

This is a full-time position based in Riyadh, where the Incident Engineer will contribute to the operational support functions of TawanTech.