Incident Manager

Majid Al Futtaim


Incident Manager

Role Holder (if currently filled):
Role archetype


Career Level

Infrastructure & Operations

Reporting to

IT Service Delivery Manager
Dubai, UAE

Managing/Leading (if applicable):
Date of last revision

Feb 23, 2022
Role Purpose:
The Incident Manager is responsible for overseeing the end-to-end management of all the activities related to IT Incident and Major Incident management, including escalation process, systems outage management, root-cause-analysis, Post Incident Reviews and continuous improvement. They will also follow up and report on the adherence to the processes within the department and work with other managers to ensure conformance.

Role Details – Key Responsibilities and Accountabilities:

Managing the day-to-day operations for IT Incidents, ensuring adherence to SLAs for restoring critical IT systems, and providing workarounds for alternate solutions when needed
Developing trend analysis and preparing service improvement plans to address identified gaps
Responsible for major incident management, including communication and team mobilisation
Partnering with other IT teams to continuously enhance CMDB, optimize application monitoring and alerting.
Develop, implement and maintain the Incident and Major Incident processes within the ITSM tool: ServiceNow.
Producing documentation for process, procedures and management reports
Conducting impact analysis, assess readiness and identify key stakeholders of all process changes
Accountable for ensuring that processes are fit for purpose, efficient and effective, adhere to ITIL best practices and align with business requirements and strategy.
Develop processes to accommodate automation and integration with ServiceNow platform with third party tools and entities.
Produce required management reporting, ServiceNow reports and tracking initiatives
Supports the development and implementation of SLAs/OLAs
Participate in initiatives for all the teams represented or included in the support models for all the services provided by our organization.
Leverage knowledge to facilitate regular reviews of operational readiness criteria to help ensure stability and supportability of all new or modified processes.
Ensure all IT teams adhere to the defined processes and educate and train as needed
Proactively look for ways to mature and improve current and future processes, increasing efficiency and minimizing impact
Maintain a broad industry perspective on relevant ITIL best practices for Incident management
Maintain oversight and trend analysis, driving and improving overall process and compliance/adherence.
Assist to create executive and operational dashboards
Assist to create a sustainable framework
Create strong and meaningful presentations for Director level and above.
Assist the Service Delivery manager in all daily Service Management operational tasks
Work with global teams to have the right processes in place in Global Solutions
Keep track of agreed SLAs and develop action plans to enhance the end user satisfaction
Monitor the end-to-end tickets solution for compliancy
Assist in building and maintain a proper knowledge base and documentation
Analyze most common problems for the End users and propose innovative solutions
Effectively communicate with other IT areas to identify and solve current problems within the service management and ticketing handling areas
Proactively seek the enhancement of the end user satisfaction
Analyze and make action plans towards the result of the ticket surveys
Developing and maintains Dashboard based on KPI reporting.
Demonstrate proficiency with the tools required to document, design, develop, and report on KPIs and SLAs based requirements.

Critical skills and experience required:
Good decision-making skills and response to high-pressure situations
Experience driving large initiatives from framing the problem, conducting research/analysis to building the business and operational plans through to driving execution to success is required.
Ability to make data-driven decisions and to create the necessary models to monitor critical metrics/KPIs overtime.
Great attitude and willingness to go above and beyond for exceptional employee and customer experience.
Highly organized with proven ability to meet deadlines and budgets.
Outstanding leadership skills and ability to lead cross functional teams.
Ability to take ownership of all tasks and manage simultaneously.
Outstanding verbal communication and superior business writing skills.
Ability to handle and prioritize multiple tasks while maintaining attention to detail.
Resourcefulness, creativity and strong problem-solving and research skills.
Functional/Technical Competencies:
Degree in information systems, related field or equivalent work experience.
Minimum of 3 years of experience working in IT operations/IT Support
Hands on experience with writing Service Operating Process and Procedures.
Experience developing and publishing services along with the implementation of the associated SLAs
Demonstrated strong Service Management experience/knowledge in implementing and managing key ITIL framework areas
Demonstrated experience of influencing key stakeholders across the organisation and within complex contexts to negotiate key process and procedural direction and decisions.
Demonstrated ability to effectively manage multiple, concurrent initiatives and drive projects to completion
Experience collaborating with customers to align on strategic IT service portfolio with business needs
Ability to work in a demanding and deadline-driven environment
Self-starter with initiative to proactively identify and act upon opportunities without direction
Ability to deliver presentations competently to executive leadership
Ability to work with little or no supervision and / or guidance
Excellent verbal and written communication skills in English, including the ability to empathise with both business and technology teams.
Personal characteristics
Strong oral and written communication skills with a proven ability to interface and influence all levels of management along with mature presentation skills.
Effective interpersonal skills and the ability to coordinate efforts across departments.
Strong process and process-improvement orientation.
Excellent leadership, communication and organization skills with a results-oriented mindset
Strong strategic planning discipline, with experience building and communicating business cases for technology change
Demonstrated ability to build strong relationships with both business and IT stakeholders and leaders, as well as related IT project and operations teams
Strong analytical problem-solving ability

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