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associate manager incident management

Invenio

<div>
 <p>
  <strong>
   Associate Manager Incident Management
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   SAP Skills
  </strong>
 </p>
 <ul>
  <li>
   6 to 8 years of Incident Management experience
  </li>
  <li>
   Resolve the L1 level query.
  </li>
  <li>
   Password reset and another log in issue.
  </li>
  <li>
   To Understand Change Management Process
  </li>
  <li>
   Overall, Knowledge on SAP
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Responsibilities
  </strong>
 </p>
 <ul>
  <li>
   Incident management &ndash; Manage end to end Incident process.
  </li>
  <li>
   Problem management - Manage end to end Problem process.
  </li>
  <li>
   Change and Release mgmt. Manage end to end Change and Release process.
  </li>
  <li>
   Track the SLA and proactivity take action to prevent the breach of SLA.
  </li>
  <li>
   Drive the major incident Process and manage the end-to-end communication.
  </li>
  <li>
   Manage the capacity and availability management.
  </li>
  <li>
   Prepare the daily and weekly and monthly governance report.
  </li>
  <li>
   Assisted in streamlining Change Management process to ensure First time right and delivery of changes as per timelines agreed in the SLA by creating insightful reports and dashboards.
  </li>
  <li>
   Preparing important reports on Critical KPI&rsquo;s related to Incident and Change management as per service level agreement.
  </li>
  <li>
   Responsible for preparing and sending communication to all stakeholders in case of Major incidents/escalations.
  </li>
  <li>
   Responsible for managing internal and external quality audit.
  </li>
  <li>
   Should have knowledge on ISO 20K and CMMI standards.
  </li>
  <li>
   SAP Experience will be an added advantage
  </li>
 </ul>
</div>


Associate Manager Incident Management

Valleysoft

<p></p><div><p>Valleysoft | Center of Excellence is a regional IT services provider based in Riyadh, serving clients globally since 2006. The company collaborates with global partners like IBM to address diverse business and technical challenges, from enterprise application development to process management. Valleysoft's vendor-neutral and process-oriented approach, coupled with operational maturity, ensures high-quality and cost-effective services for clients.</p><p>
Valleysoft | Center of Excellence is looking for a dedicated and experienced SIAM Incident Manager to join our team. In this role, you will play a crucial part in managing incidents across multiple services and stakeholders within a Service Integration and Management (SIAM) environment, ensuring that incidents are resolved effectively and efficiently while maintaining high levels of service quality.</p><p>
The ideal candidate will have a strong background in incident management within a SIAM framework, excellent leadership skills, and a proactive approach to problem-solving. You will work closely with various internal teams and third-party service providers to coordinate incident resolution, identify trends, and implement improvements. If you thrive in a dynamic environment and are passionate about delivering exceptional service, we want to hear from you!</p><h3 class="jobSectionHeader"><b>
Responsibilities</b></h3><ul>
<li>Manage the incident management lifecycle for all SIAM-managed services, ensuring timely resolution of incidents.</li>
<li>Act as the primary point of contact for all incident-related queries and escalations.</li>
<li>Coordinate incident recovery efforts across multiple service providers and internal teams.</li>
<li>Facilitate incident triage meetings to prioritize incidents based on business impact.</li>
<li>Analyze incident data to identify trends and proactively recommend improvements to reduce future incidents.</li>
<li>Ensure adherence to incident management processes and practices in line with ITIL guidelines.</li>
<li>Prepare regular reports on incident performance and present findings to management and stakeholders.</li>
<li>Contribute to the ongoing improvement of incident management processes and tools.</li>
<li>Conduct training sessions for teams on incident management best practices and procedures.</li>
<li>Support major incident resolutions, ensuring all stakeholders are informed and involved as necessary.</li>
</ul><p><b>Requirements</b></p><ul>
<li>
Bachelor's or Master&rsquo;s degree in Information Technology, Computer Science, or a related field.</li>
<li>Minimum of 8 years of experience in incident management, specifically within a SIAM environment.</li>
<li>Strong understanding of ITIL frameworks and incident management best practices.</li>
<li>Proven experience in managing incidents across multiple services and stakeholders.</li>
<li>Excellent leadership, communication, and interpersonal skills.</li>
<li>Ability to analyze incidents effectively and propose actionable solutions.</li>
<li>Experience with incident management tools and software.</li>
<li>Strong organizational skills, with the ability to manage multiple priorities and deadlines.</li>
<li>Relevant certifications in incident management (e.g., ITIL) are a <b>Must</b>.</li>
<li>Customer-focused orientation with a desire to enhance service delivery.</li>
</ul><p></p><p><b>
Skills:</b></p><ul>
<li>
Expertise in incident management processes and procedures.</li>
<li>Ability to lead incident response efforts across diverse teams.</li>
<li>Strong analytical skills for identifying trends and root causes.</li>
<li>Commitment to continuous improvement in service delivery.</li>
<li>This role aligns with the Incident Management practice to restore normal service operation as quickly as possible. The manager acts as the single point of coordination for all major incidents, ensuring seamless collaboration across all external service providers to minimize business impact and contribute to the &quot;ITSM&quot; value chain activity.</li></ul></div>

SIAM Incident Manager

TAWANTECH

<p></p><div><h3 class="jobSectionHeader"><b>Description</b></h3><h3 class="jobSectionHeader"><b>
About the Role</b></h3><p>
We&rsquo;re looking for an experienced <b>Incident Manager</b> to lead and manage <b>Tier 1 and Tier 2 IT operations</b>, ensuring timely incident detection, escalation, and resolution across core banking and financial systems. This role ensures minimal disruption, quick recovery, and a culture of proactive service management.</p><p></p><h3 class="jobSectionHeader"><b>
Key Responsibilities</b></h3><h3 class="jobSectionHeader"><b>
 </b><b>Incident Management</b><b>
</b></h3><ul><li>Lead the <b>end-to-end incident management process</b> to ensure fast response and business continuity.</li>
<li>Coordinate with technical, business, and vendor teams during critical incidents.</li>
<li>Conduct <b>root cause analysis (RCA)</b> and ensure preventive measures are implemented.</li>
<li>Communicate incident status, impact, and resolution progress to stakeholders.</li>
<li>Track SLAs and KPIs to ensure compliance with service standards.</li>
</ul><p></p><h3 class="jobSectionHeader"><b>
 </b><b>Tier 1 Support (First Line of Defense)</b><b>
</b></h3><ul><li>Serve as the <b>initial point of contact</b> for all IT service disruptions and requests.</li>
<li>Perform <b>basic troubleshooting</b> (system checks, log review, user issue validation).</li>
<li>Record and classify incidents accurately in the ITSM system.</li>
<li>Escalate unresolved issues to <b>Tier 2</b> teams with full incident context.</li>
<li>Monitor alerts from monitoring tools (e.g., Dynatrace, SCOM, Splunk) and take initial action.</li>
</ul><p></p><ul><li><b>&#65039; </b><b>Tier 2 Support (Advanced Troubleshooting)</b><b>
</b></li></ul><ul><li>Handle escalated incidents requiring <b>deeper technical investigation</b>.</li>
<li>Perform <b>system diagnostics, configuration reviews, and recovery actions</b>.</li>
<li>Collaborate closely with application, infrastructure, and network teams.</li>
<li>Provide <b>temporary workarounds</b> and coordinate permanent fixes.</li>
<li>Support post-incident reviews to identify service gaps and improvement areas.</li>
</ul><p></p><h3 class="jobSectionHeader"><b>
Requirements</b></h3><ul>
<li>Bachelor&rsquo;s degree in <b>Computer Science</b>, <b>Information Technology</b>, or related field.</li>
<li><b>10+ years</b> of experience in IT incident management or IT operations.</li>
<li>Experience leading <b>Tier 1 &amp; Tier 2 teams</b> in large-scale IT environments.</li>
<li>Strong background in <b>banking or financial services</b> technology operations.</li>
<li>Solid understanding of <b>ITIL v4</b> and <b>ITSM frameworks</b>.</li>
<li>Hands-on experience with <b>CA Service Desk</b>, <b>OpenText SMAX</b>, or similar tools.</li>
<li>Strong communication, analytical, and leadership skills.</li>
</ul><p></p><h3 class="jobSectionHeader"><b>
Preferred Qualifications</b></h3><ul>
<li><b>ITIL certification</b> or equivalent.</li>
<li>Experience in <b>automation</b>, <b>release management</b>, and <b>root cause analysis</b>.</li>
<li>Familiarity with <b>ServiceNow, Jira</b>, or other incident management platforms.</li></ul><p></p><p><br>
</p><p><b>Requirements</b></p></div><p></p>

Incident Manager

<div>
 <strong>
  Description
  <br/>
  <br/>
 </strong>
 <strong>
  <strong>
   About the Role
   <br/>
   <br/>
  </strong>
 </strong>
 We're looking for an experienced
 <strong>
  Incident Manager
 </strong>
 to lead and manage
 <strong>
  Tier 1 and Tier 2 IT operations
 </strong>
 , ensuring timely incident detection, escalation, and resolution across core banking and financial systems. This role ensures minimal disruption, quick recovery, and a culture of proactive service management.
 <br/>
 <br/>
 <strong>
  Key Responsibilities
  <br/>
  <br/>
 </strong>
 <strong>
  🎯
  <strong>
   Incident Management
   <br/>
   <br/>
  </strong>
 </strong>
 <ul>
  <li>
   Lead the end-to-end incident management process to ensure fast response and business continuity
  </li>
  <li>
   Coordinate with technical, business, and vendor teams during critical incidents
  </li>
  <li>
   Conduct root cause analysis (RCA) and ensure preventive measures are implemented
  </li>
  <li>
   Communicate incident status, impact, and resolution progress to stakeholders
  </li>
  <li>
   Track SLAs and KPIs to ensure compliance with service standards
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  🧩
  <strong>
   Tier 1 Support (First Line of Defense)
   <br/>
   <br/>
  </strong>
 </strong>
 <ul>
  <li>
   Serve as the initial point of contact for all IT service disruptions and requests
  </li>
  <li>
   Perform basic troubleshooting (system checks, log review, user issue validation)
  </li>
  <li>
   Record and classify incidents accurately in the ITSM system
  </li>
  <li>
   Escalate unresolved issues to Tier 2 teams with full incident context
  </li>
  <li>
   Monitor alerts from monitoring tools (e.g., Dynatrace, SCOM, Splunk) and take initial action
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  ⚙️
  <strong>
   Tier 2 Support (Advanced Troubleshooting)
   <br/>
   <br/>
  </strong>
 </strong>
 <ul>
  <li>
   Handle escalated incidents requiring deeper technical investigation
  </li>
  <li>
   Perform system diagnostics, configuration reviews, and recovery actions
  </li>
  <li>
   Collaborate closely with application, infrastructure, and network teams
  </li>
  <li>
   Provide temporary workarounds and coordinate permanent fixes
  </li>
  <li>
   Support post-incident reviews to identify service gaps and improvement areas
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor's degree in Computer Science, Information Technology, or related field
  </li>
  <li>
   10+ years of experience in IT incident management or IT operations
  </li>
  <li>
   Experience leading Tier 1 &amp; Tier 2 teams in large-scale IT environments
  </li>
  <li>
   Strong background in banking or financial services technology operations
  </li>
  <li>
   Solid understanding of ITIL v4 and ITSM frameworks
  </li>
  <li>
   Hands-on experience with CA Service Desk, OpenText SMAX, or similar tools
  </li>
  <li>
   Strong communication, analytical, and leadership skills
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Preferred Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   ITIL certification or equivalent
  </li>
  <li>
   Experience in automation, release management, and root cause analysis
  </li>
  <li>
   Familiarity with ServiceNow, Jira, or other incident management platforms
  </li>
 </ul>
</div>


EMKAN | إمكان

<div>
 <p>
  Job Brief:
 </p>
 <p>
  The Application Support Associate Manager is responsible for managing the performance, maintenance, and support of all core business applications across Emkan&rsquo;s ecosystem. The role ensures high availability, efficiency, and continuous improvement of systems used by internal users, customers, and partners. The manager leads a team that provides Level 1&ndash;3 support, coordinates with vendors, and ensures timely resolution of incidents and service requests while maintaining compliance with service-level agreements (SLAs) and regulatory standards.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  Responsibilities:
 </p>
 <ul>
  <li>
   Oversee day-to-day operations and support for all business-critical applications, including digital lending platforms, CRM, ERP, and integrations.
  </li>
  <li>
   Manage incident, problem, and change management processes in alignment with Emkan&rsquo;s Service Delivery Management.
  </li>
  <li>
   Serve as the primary escalation point for application issues affecting end-users and business continuity.
  </li>
  <li>
   Define, monitor, and report on SLAs, KPIs, and service performance metrics.
  </li>
  <li>
   Ensure timely resolution of incidents and service requests through root cause analysis and preventive action.
  </li>
  <li>
   Maintain a knowledge base for common application issues and resolutions.
  </li>
  <li>
   Implement and maintain application performance monitoring tools.
  </li>
  <li>
   Proactively identify and resolve performance bottlenecks.
  </li>
  <li>
   Ensure security, data integrity, and compliance of supported applications.
  </li>
  <li>
   Lead, mentor, and develop a team of application support specialists and analysts.
  </li>
  <li>
   Allocate resources effectively to meet business needs and shift coverage.
  </li>
  <li>
   Promote a culture of customer service, accountability, and continuous improvement.
  </li>
  <li>
   Ensure application support activities comply with internal policies and external regulations (e.g., SAMA, ISO, NCA).
  </li>
  <li>
   Participate in audits, business continuity planning, and disaster recovery testing.
  </li>
  <li>
   Maintain logs, reports, and documentation as per IT governance requirements.
  </li>
  <li>
   Collaborate with cross-functional teams, including development, operations, and security teams.
  </li>
  <li>
   Act as a bridge between technical teams and management to ensure effective communication.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  Qualification and Experience:
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in IT or Business Administration or any related discipline.
  </li>
  <li>
   6 &ndash; 8 years of relevant experience in IT Banking Operations and especially in IT the development and implementation of IT applications.
  </li>
  <li>
   Strong understanding and working knowledge of application development and support for Core banking applications and mainframe environment.
  </li>
  <li>
   Ability to work in a highly dynamic environment with a strong focus on maintaining the uptime of all running applications.
  </li>
  <li>
   Deep understanding of banking applications environment is a must.
  </li>
 </ul>
 <p>
 </p>
</div>


Application Support Associate Manager

Microland

<div><div><div><div><div><p><b>Job Description</b></p>:</div><div><div><b>
Education Qualification :
</b><br>
Engineer - B.E / B.Tech / MCA<br>
<br>
<b>Skills :</b><br>
Primary -&gt; Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL) | 4 - Advanced
<br>
Tertiary -&gt; Behavioral | Microland Skills | Execution Excellence | 4 - Advanced
<br>
Tertiary -&gt; Behavioral | Aptitude | Tasks Related Skills | 4 - Advanced
<br>
<br>
<b>Certification :</b><br>
Technology | IT Service Management Certifications | ITIL Intermediate Certificate<br>
<br>
This role will require interaction with a variety of IT teams and a demonstrable ability to influence individuals and teams is critical. In addition to working with IT teams the incident management team is also responsible for liaising with users to ensure they are updated regarding the status of their incidents. It is therefore essential that the successful candidate is highly customer focused and exhibits an ability to effectively communicate with customers and across all levels of IT management.<br>
<br>
This role will also cover areas including, but not restricted to, the following.<br>
<ul><li>Aiding Service Management team on major issues</li><li>Driving the efficiency and effectiveness of the incident management process.</li><li>Monitoring the effectiveness of incident management and making recommendations for improvement.</li><li>Ensure timely submission of weekly/monthly productivity reports and Dashboards and have discussion with SO and SDM on regular intervals</li><li>Responsible for meeting targets of KPIs and SLAs</li><li>Ensure 100% compliance to defined Operations Management support Process especially Root Cause Analysis, Proactive communication with customer, Closure of any open-ended issues Identify Defect Areas and proactively carry out corrective actions</li><li>Providing information (input) to the Problem Manager</li><li>Client communications</li><li>Providing a point of escalation for user issues</li><li>Demonstrating and increasing the value proposition of the incident management team and IT operations.</li><li>Manage a team of 6 to 8 members and its associated activities</li></ul><br>
Technical Skills<br>
<ul><li>Experience in IT enabled services &ndash;IT Service Desk, IT Help Desk (Preferably phone support interacting with foreign clients/users)</li><li>Good knowledge of ITIL service management processes</li><li>ITIL Certified (Mandatory)</li><li>Experience of managing a team of 4 to 10 people</li><li>Should have independently driven major incidents (P1 and P2)</li><li>Worked in Incident, Problem and Change Management teams</li><li>Good Verbal and written communication</li></ul></div></div></div></div></div><div><div><div><div><p><b>
Location</b></p>:</div><div><p>
Saudi Arabia - Riyadh</p></div></div></div></div><div><div><div><div><p><b>
Created On</b></p>:</div><div><p>
23-Oct-2025</p></div></div></div></div></div><div></div>

Associate Lead - Service Management (SM4)

Afaq - Warehouse Branch

<p>The Site WHS Officer will be responsible for partnering with a site operations team in a delivery station to execute company safety policies and ensure compliance to all applicable local and regional regulations. By leveraging lean principles and kaizens, you will lead continuous improvement initiatives to reduce conditional and ergonomic risk in our processes to ensure a safe and healthful working environment for our Associates. A successful Site WHS Officer will demonstrate the ability to build trust and confidence with the Operations Team and inspire change through providing comprehensive risk assessments and safety data analysis.</p><p>The Site WHS Officer must be an effective communicator and send clear, concise and consistent messages, both verbally and in writing. You will instruct and train Operations Leaders in Amazon WHS policies and assist the operations site teams in incorporating our safety standards at their site. You will work to identify best practices and incorporate these standard methodologies into our standards to continuously improve the safety landscape.</p><p>Site WHS officer will possess excellent safety program knowledge as well as environmental and ergonomic knowledge and be able demonstrate this expertise when working with Operations.</p><p>The Site WHS officer will be a part of site WHS team and reports to site WHS manager. The WHS officer should be flexible to work in shifts.</p><p>Possess a thorough understanding of local / regional regulations and company policy.</p> <b>Key job responsibilities</b> <ul><li>Provide guidance and oversight to ensure compliance to all applicable Amazon WHS standards / Policies.</li><li>Measure site performance against published requirements in safety policies. For all deficiencies, identify a plan for the site to implement and fix all identified deficiencies.</li><li>Deliver on-time and quality projects to Operations.</li><li>Analyze safety metrics and review incident weekly and monthly incident trends to discover trends to rationalize the allocation of appropriate resources to areas where the safety risk is highest.</li><li>Ensure proper Incident Investigation and closure of Corrective action and preventive action.</li><li>Perform frequent site safety audits to identify all non-compliance equipment and / or processes at the site.</li><li>Implement solutions to eliminate exposure to these risks and prevent injury.</li><li>Audit record-keeping practices and ensure Austin entries to be aligned with global WHS standards and local regulations.</li><li>Audit the workplace organization and Associate behaviors to ensure that training, auditing and scoring methods are accurate and consistent.</li><li>Lead and mentor Safety Associates in your assigned facility during peak.</li><li>Spend time at the delivery station and seek input from Safety teams, Associates and leaders on safety program improvement opportunities. Ensure open communication on status of progress and resolution against these suggestions.</li><li>Ensure site leadership and Associates are trained and knowledgeable of their responsibilities under each policy. Audit the quality, delivery (including qualifications of the trainer), and effectiveness of all required safety training.</li><li>Ensure the PPE's inventory at site and coordinate with procurement will place order accordingly.</li><li>Ensure site PPE compliance.</li><li>You have to implement the best practices at site.</li><li>Implement PIT (powered industrial truck) safety and yard safety system.</li><li>Ensure standard Work Permit System usage at site.</li><li>Implement and ensure safe contractor management at site.</li><li>Ensure basic safety training calendar for associates and imparting trainings as per the same.</li><li>Work along with facility team and ensure preventive maintenance of all Fire protection and emergency equipment's</li><li>Ensure basic Fire Fighting training and first aid training requirements.</li></ul> <b>Basic Qualifications</b> <ul><li>WHS Experience / or WHS qualifications</li><li>Experience using Microsoft Word and Excel in a professional capacity</li><li>Bachelor's degree.</li><li>NEBOSH or IOSH certified.</li><li>Good communicator - English & Arabic</li><li>Available to work flexible shifts including days, nights and / or weekends</li></ul> <b>Preferred Qualifications</b> <ul><li>1-3 years of growing responsibilities in safety and / or environmental programs in manufacturing, production, or service operations.</li><li>Ability to analyze accident data, new processes, and machinery for potential safety concerns and conduct job hazard and job safety analyses</li><li>Experienced in emergency response and currently holds First aid and CPR certificates.</li><li>Experience implementing lean principles and process improvement in an operational environment.</li><li>Ability to adapt well to fast-paced environments with changing circumstances, direction, and strategy.</li></ul><p>Our inclusive culture empowers Amazonians to deliver the best results for our customers.</p><img src="https://www.jobg8.com/Tracking.aspx?St%2ffOczetkZr9MUxxJDu1xvR658%2bwcw%2bt" width="0" height="0" />

Workplace Health and Safety Officer, Workplace health and safety

Explore 2338+ Associate manager incident management in Riyadh this November. Find roles across top companies and apply now to boost your career.

2338 associate manager incident management jobs IN Riyadh

Associate Manager Incident Management

SIAM Incident Manager

Incident Manager

Incident Manager

Application Support Associate Manager

Associate Lead - Service Management (SM4)

Workplace Health and Safety Officer, Workplace health and safety