IT Incident Manager

About the Role

The Saudi National Bank (SNB) is seeking an IT Incident Manager to join its team in Jeddah or Makkah. This full-time role is responsible for the end-to-end management of IT incidents across the organization, ensuring timely and effective response, resolution, and communication. The position is central to minimizing the business impact of IT disruptions and driving continuous service improvement.

Role Context

The IT Incident Manager works cross-functionally with technical teams, business stakeholders, and senior leadership. This role acts as the primary point of accountability during major incidents and service outages, focusing on root cause analysis and proactive measures to enhance service delivery.

Key Responsibilities

• Manage the full incident lifecycle, from detection and logging to resolution and closure, adhering to ITIL best practices.
• Coordinate incident response across technical teams, vendors, and business stakeholders to ensure swift service restoration.
• Drive Major Incident Management (MIM) bridges, maintaining clear communication and decisive escalation.
• Ensure accurate categorization, prioritization, and documentation of all incidents within the ITSM platform.
• Produce timely and clear incident notifications and status updates for technical teams, management, and affected end users.
• Serve as the primary escalation point for Severity 1 and Severity 2 incidents.
• Chair post-incident review (PIR) meetings and publish incident reports to leadership.
• Define, maintain, and improve incident management processes, playbooks, and runbooks.
• Track incident trends and produce KPI dashboards and SLA performance reports.
• Identify recurring incidents and collaborate with Problem Management to drive root cause elimination.
• Ensure incident management activities align with organizational policies, regulatory requirements, and audit expectations.
• Maintain and test incident escalation matrices and on-call rosters.
• Collaborate with Change Management to assess incident-to-change correlation.

Qualifications and Experience

• Nationality: Saudi.
• Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
• Certifications: ITIL Foundation certification (v3 or v4) is mandatory; ITIL Practitioner or Managing Professional is preferred.
• Experience: Minimum of 4–6 years in IT Service Management, with at least 2 years specifically in an Incident Management role. Proven experience managing Major Incidents in complex, multi-vendor IT environments.

Required Skills and Knowledge

• Proficiency with ITSM platforms such as ServiceNow, Jira Service Management, or BMC Remedy.
• Strong understanding of IT infrastructure, cloud platforms, and enterprise application environments.
• Excellent written and verbal communication skills, with the ability to convey technical issues to non-technical audiences.
• Demonstrated ability to work effectively under pressure and manage multiple priorities in a fast-paced environment.

Work Environment

This is a full-time position based in Makkah, Saudi Arabia, with an option for Jeddah. The role involves working within a dynamic IT Operations team, contributing to the continuous improvement of IT services for The Saudi National Bank.