O&M infrastructure Engineer - Incident management

• Promptly identify and categorize incidents based on impact and urgency.

• Prioritize incidents based on severity and effect on business operations.

• Record detailed incident information in the incident management system.

• Escalate incidents to L2/L3 support teams or management when required.

• Open incidents with technology vendors, upload logs, follow up on cases, and coordinate technical meetings.

• Maintain clear and effective communication with IT teams, business users, management, and external vendors.

• Provide regular updates on incident status, resolution progress, and potential impact.

• Conduct post-incident reviews to evaluate handling effectiveness and identify improvements.

• Document all incident-related activities including actions taken and final resolutions.

• Analyze incident data to identify trends, patterns, and recurring issues.

• Generate regular reports on incident trends, response times, and performance metrics.

• Ability to prioritize incidents based on impact and urgency.
• Ability to manage multiple incidents simultaneously and meet SLAs.
• Ability to work under pressure and make sound decisions in a fast-paced 24x7 environment.
• Excellent verbal and written communication skills for reporting and stakeholder coordination.
• Proficiency in documenting procedures, findings, and customizing reports.

Strong understanding of IT Service Management (ITIL) frameworks.


Experience with incident logging, categorization, prioritization, and resolution processes.


Strong data analysis skills to review monitoring data and identify trends.


Expertise in defining and tracking ITSM Key Performance Indicators (KPIs).

Job Details

Preferred Candidate

Giza Arabia