IT Incident Manager

About the Role

The Saudi National Bank (SNB) is seeking an IT Incident Manager to join its team in Makkah, with locations in Jeddah and Makkah. This full-time role is responsible for the comprehensive management of IT incidents across the organization, ensuring timely and effective response, resolution, and communication. The IT Incident Manager plays a critical role in minimizing the business impact of IT disruptions and fostering continuous service improvement through root cause analysis and proactive measures.

Role Context

The IT Incident Manager collaborates cross-functionally with technical teams, business stakeholders, and senior leadership. This position serves as the primary point of accountability during major incidents and service outages, driving efforts to restore services efficiently and maintain clear communication throughout the incident lifecycle.

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 facilitate swift service restoration.
• Lead Major Incident Management (MIM) bridges, ensuring 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.
• Act as the primary escalation point for Severity 1 and Severity 2 incidents.
• Chair post-incident review (PIR) meetings and publish incident reports to leadership.

Process and Continuous Improvement

• Define, maintain, and improve incident management processes, playbooks, and runbooks.
• Track incident trends and generate KPI dashboards and SLA performance reports.
• Identify recurring incidents and collaborate with Problem Management to drive root cause elimination.
• Champion a culture of continual service improvement within IT Operations.

Governance and Compliance

• 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

Candidates should possess 5-10 years of relevant experience in IT incident management. A strong understanding of ITIL best practices is essential for this role.