Manager Expert Major Incident - IT

Job Description

Role Overview:

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 Certification
• ServiceNow Certification
• Business Communication Professional Certification
• In-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:
• SolarWinds
• Dynatrace
• Skilled 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
  

Job Details

Role Level: Mid-Level Work Type: Full-Time Country: United Arab Emirates City: Abu Dhabi Company Website: http://www.xadtechnologies.com Job Function: Information Technology (IT) Company Industry/

Sector: Telecommunications

What We Offer

About The Company

Established in 2006, XAD Technologies LLC is an ISO-certified company offering services in the fields of Telecommunication, IT networks, managed services, staff outsourcing, security solutions etc. With more than 3500 employees and several branches, XAD has distinguished itself as one of the most successful firm in the telecom sector globally. Also, it works as an outsourcing partner with numerous clients, including Etisalat, Du, DEWA, Huawei, among many others.

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