Overview
Manager/Expert Major Incident - IT at XAD Technologies — Abu Dhabi, United Arab Emirates. **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.
Full 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:
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Bachelors degree in Information Technology, Computer Science, or a related field.
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Minimum 8 years of experience in large-scale industries managing Digital Networks, Security, and Infrastructure in production environments.
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At least 5 years of hands-on experience in Major Incident Management and advanced monitoring.
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Relevant certifications including:
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ITIL Master Certification
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ServiceNow Certification
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Business Communication Professional Certification
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In-depth knowledge of ITIL incident management processes and industry best practices.
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Proficiency in ITSM platforms, especially ServiceNow.
Key Skills and Expertise:
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Proven expertise in major incident handling and real-time coordination.
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Strong analytical thinking and effective problem-solving capabilities.
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Excellent verbal and written communication skills; ability to engage stakeholders at all levels.
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Calm under pressure, with the ability to manage high-stress and time-sensitive situations.
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Highly organized, with excellent multitasking and prioritization skills.
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Practical experience with monitoring and event management tools such as:
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SolarWinds
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Dynatrace
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Skilled in triaging and identifying root causes using monitoring tools.
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Solid background in Digital & Cybersecurity application/infrastructure monitoring.
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Familiarity with cloud monitoring tools and technologies.
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Strong knowledge of network protocols and administration.
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Good understanding of digital and cybersecurity service management processes
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Verification notes
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