Overview
Incident_Manager/ServiceNow, BMC Remedy Jobs in Abu Dhabi, UAE at Sharaf DG
Position: Incident_Manager (ServiceNow, BMC Remedy)
(Service Now, BMC Remedy) Abu Dhabi, United Arab Emirates | Posted on 01/13/2025 Role Overview: Â The Incident Manager is responsible for managing the incident lifecycle to ensure that IT services are restored as quickly as possible after an interruption. This role requires expertise in incident management processes, coordination, and
communication
with various stakeholders to minimize business impact.
Key Responsibilities:
Manage the incident lifecycle, including detection, logging, classification, prioritization, investigation, resolution, and closure of incidents. Coordinate with IT teams and service desk to ensure timely resolution of incidents and minimize downtime. Escalate incidents as necessary according to established escalation processes. Communicate incident status, impact, and resolution progress to stakeholders, including users and management. Conduct post-incident reviews to identify root causes and ensure
continuous improvement
in incident management processes.
Maintain and update the incident management process documentation and ensure compliance with ITIL or other relevant frameworks. Develop and deliver training on incident management processes and tools to IT staff. Collaborate with Problem and Change Managers to ensure seamless coordination between incident, problem, and
change management
processes. Â Requirements
Required Qualifications:
Bachelor’s degree in Information Technology, Computer Science, or a related field. 5+ years of experience in IT service management, with a focus on incident management. Relevant certifications such as ITIL Foundation, ISO/IEC 20000, or similar. Strong understanding of ITIL incident management processes and best practices.
Experience with
ITSM tools such as Service Now, BMC Remedy, or similar.
Key Skills:
Expertise in incident management and coordination. Strong analytical and
problem-solving skills
. Excellent
communication
and interpersonal skills. Ability to work under pressure and manage high-stress situations. Strong organizational and
multitasking
skills. Â #J-18808-Ljbffr
Title: Incident_Manager/ServiceNow, BMC Remedy
Company: Sharaf DG
Location: Abu Dhabi, UAE
Category: IT/Tech, Management
