Incident Manager

Job Description

<strong>Overview<br><br></strong>G42 Cloud is building the MENA region’s largest and most powerful cloud infrastructure designed to make organizations more intuitive, agile and efficient and to solve real-world challenges.<br><br>G42 Cloud’s world-class infrastructure is built to serve governments, special industries and enterprises of all sizes and leverages the power of artificial intelligence (AI) to deliver superior performance. G42 Cloud operates its cloud platform end-to-end, having built best-in-class intelligent Data Centre facilities. G42 Cloud has also deployed thousands of AI enabled GPUs, one of the largest deployments in the world, allowing its engineers to develop and deploy machine learning solutions directly to their customers.<br><br>We are looking for an experienced professional to join the team as Incident Manager. The successful candidate will own and manage the Incident Management Process, ensuring that incidents are managed efficiently and effectively in accordance with the agreed service levels, identifying and implementing improvements to the process. The ideal candidate shall have a strong background in IT service management and be well-versed in ITIL framework, with a proven ability to manage complex incident management processes in a high-pressure environment.<br><br><strong>Responsibilities<br><br></strong>Key responsibilities:<br><ul><li>Define the process objectives and mission.</li><li>Optimize the process design.</li><li>Manage the end-to-end Incident Management process execution, ensuring that incidents are managed efficiently and effectively in accordance with the agreed service levels.</li><li>Set and monitor performance targets to measure the effectiveness of the Incident Management process: define and track KPIs, communicate performance with the relevant stakeholders.</li><li>Plan and manage process improvement opportunities collaborating with the relevant stakeholders.</li><li>Collaborate with cross-functional teams to ensure that incident management process is integrated with other IT service management processes.</li><li>Develop and maintain documentation for Incident Management process, including policies, procedures, and work instructions.</li><li>Ensure compliance with relevant regulations, standards, and best practices.</li><li>Facilitate communication and awareness of Incident Management process and procedures with stakeholders.</li><li>Provide guidance and training to IT staff and business stakeholders on the Incident Management process.</li><li>As part of the incident and Major incident management will participate in Major incident resolution as facilitator.<br><br></li></ul><strong>Qualifications<br><br></strong>Qualifications:<br><ul><li>Bachelor’s degree in Information Technology, Computer Science, or related field.</li><li>10+ years experience in IT Operations/Support with 5+ year’s experience in IT service management, with a focus on incident management.</li><li>Strong understanding of ITIL framework and related processes – ITIL certification is a must.</li><li>Proven ability to manage complex incident management processes in a high-pressure environment.</li><li>Strong analytical and problem-solving skills.</li><li>Experience with cloud services and products would be as advantage.</li><li>Excellent communication and interpersonal skills.</li><li>Ability to work collaboratively with other process owners/managers and stakeholders.</li></ul>