Critical incident Manager (SAUDI ONLY)

About the Role

HCLTech is seeking a Critical Incident Manager to join its IT department in Riyadh, Saudi Arabia. This full-time position is open to Saudi nationals only. The role involves leading the incident management process from identification to resolution, ensuring the swift restoration of IT operations, and systematically logging and categorizing recurring incidents to enhance protocols and reporting.

Key Responsibilities

• Oversee the entire incident management process and lead the team members involved in incident resolution.
• Respond to reported service incidents, identify their root causes, and initiate the appropriate incident management procedures.
• Prioritize incidents based on their urgency and business impact assessment (BIA).
• Develop and maintain documentation outlining incident protocols, including procedures for handling cybersecurity threats and server failures.
• Collaborate with the incident management team to ensure strict adherence to all established protocols.
• Log all incidents and their resolutions to identify and track recurring malfunctions.
• Adjust and optimize the incident management process as needed to ensure its ongoing effectiveness.
• Communicate major IT system issues and their status to upper management.
• Manage incident team workloads by re-assigning tasks and re-scheduling non-urgent activities.

Qualifications and Experience

• Bachelor's degree in Information Technology, Engineering, or a related field.
• A minimum of three years of experience in IT service management or a similar role.
• Strong knowledge of IT service management software, including ITIL V4 and COBIT.
• Experience working with IT systems and software such as SolarWinds, Splunk, and APPD.

Required Skills

• Excellent behavioral skills and the ability to collaborate effectively with team members.
• Ability to analyze a high volume of technical data and thrive in a fast-paced environment.
• Demonstrated reporting experience.
• Strong problem-solving, analytical, and time management skills.

Work Environment

This role is based in Riyadh, Saudi Arabia, and operates on a full-time basis within the IT department of HCLTech. The Critical Incident Manager will work closely with the incident management team and collaborate with various IT stakeholders to ensure operational stability.

Application Process

Candidates meeting the specified requirements are encouraged to apply. Salary details will be discussed during the interview process.