incident manager

TAWANTECH

<div><h3 class="jobSectionHeader">About the Role</h3>
We&rsquo;re looking for an experienced Incident Manager to lead and manage Tier 1 and Tier 2 IT operations, 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.<h3 class="jobSectionHeader">
Key Responsibilities</h3><h3 class="jobSectionHeader">
 Incident Management
</h3><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>Track SLAs and KPIs to ensure compliance with service standards.
<li> </li></ul><h3 class="jobSectionHeader">Tier 1 Support (First Line of Defense)
</h3><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.
</li></ul><ul><li>&#65039; Tier 2 Support (Advanced Troubleshooting)
</li></ul><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.
</li></ul><h3 class="jobSectionHeader">Requirements</h3><ul>
<li>Bachelor&rsquo;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.
</li></ul><h3 class="jobSectionHeader">Preferred Qualifications</h3><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>

Incident Manager

TEKHQS

<div>
 
 About The Job
 
 
 
 Own and manage critical customer escalations for large enterprise customers (primarily utility companies &amp; investor-owned utilities).
 
 
 Act as the single point of contact during incidents, managing customer communication, hosting/leading calls, and tracking action items to closure.
 
 
 Collaborate with Engineering, Support, and Cloud Operations to resolve incidents involving APIs, Node.js services, web servers, load balancers, Cloudflare CDN, and other infrastructure components.
 
 
 Apply technical troubleshooting/programming background to accelerate resolution.
 
 
 Domain knowledge of utility messaging and extreme weather notifications is a strong plus.
 
 
 
 Responsibilities
 
 
 
 
 Incident Management
 
 
 
 <ul>
 <li>
 Serve as primary customer contact during critical incidents.
 </li>
 <li>
 Schedule and lead escalation calls, ensuring updates and agreed next steps are clear.
 </li>
 <li>
 Track and drive all action items to closure.
 </li>
 <li>
 Partner with Customer Success Managers (CSMs) to align escalation handling with account strategy.
 
 
 
 </li>
 </ul>
 
 Technical Oversight
 
 
 
 <ul>
 <li>
 Oversee resolution of incidents involving APIs, Node.js, servers, load balancers, Cloudflare CDN, and cloud infra.
 </li>
 <li>
 Translate technical issues into business impact for customers.
 </li>
 <li>
 Provide hands-on troubleshooting or code/configuration review if technically capable.
 
 
 
 </li>
 </ul>
 
 Cross-Functional Coordination
 
 
 
 <ul>
 <li>
 Collaborate with Engineering, Support, and Cloud Ops to break down complex issues into actionable steps.
 </li>
 <li>
 Align on incident priorities, deadlines, and dependencies.
 </li>
 <li>
 Escalate internally when blockers threaten resolution timelines.
 
 
 
 </li>
 </ul>
 
 Communication &amp; Reporting
 
 
 
 <ul>
 <li>
 Send frequent, accurate status updates to customers and stakeholders.
 </li>
 <li>
 Keep leadership informed of status, risks, and mitigation.
 </li>
 <li>
 Document incident details, root cause, and resolution for post-incident reviews.
 
 
 
 </li>
 </ul>
 
 Post-Incident Activities
 
 
 
 <ul>
 <li>
 Validate resolution with the customer before closing.
 </li>
 <li>
 Conduct post-mortems to identify lessons learned and process improvements.
 </li>
 <li>
 Update internal playbooks and knowledge base.
 
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 
 Required:
 
 
 
 <ul>
 <li>
 5+ years in customer-facing roles in enterprise SaaS, technical support, or incident management. 8+ years of IT experience.
 </li>
 <li>
 Strong technical understanding of APIs, Node.js, servers, load balancers, Cloudflare CDN, and cloud infrastructure.
 </li>
 <li>
 Proven track record coordinating high-severity incidents across multiple teams.
 </li>
 <li>
 Exceptional communication skills for technical and executive audiences.
 </li>
 <li>
 Strong organizational skills; ability to manage multiple escalations under pressure.
 </li>
 <li>
 Flexibility to work across the US Eastern/Pacific time zones.
 
 
 
 </li>
 </ul>
 
 Preferred:
 
 
 
 <ul>
 <li>
 Background as a programmer or technical engineer.
 </li>
 <li>
 Experience with utility messaging &amp; extreme weather notification systems.
 </li>
 <li>
 Knowledge of ITIL incident management practices.
 </li>
 <li>
 Familiarity with SaaS architecture, cloud hosting, and distributed systems.
 </li>
 <li>
 Understanding of utility industry regulations &amp; operations.
 
 
 
 </li>
 </ul>
 
 About us:
 
 
 
 TEKHQS is a global technology solutions provider headquartered in Lake Forest, California, with an offshore team of 300+ experts based in Pakistan. We specialize in Web 2.0 (Web &amp; Mobile App Development), Web 3.0 (Blockchain &amp; Crypto Platform Development), AI/ML Solutions, and ERP services as a certified partner of SAP S/4HANA, Oracle NetSuite, and Microsoft Dynamics 365 Business Central. Our expertise includes implementation, training, customization, integration, support, IT staff augmentation, and certified ERP consultancy.
</div>

Customer Escalation Manager

Abu Dhabi Islamic Bank - Egypt

<div>
 
 
 KEY ACCOUNTABILITIES
 
 
 <ul>
 <li>
 Act as a second level support for incidents that service Desk is unable to do so independently.
 </li>
 <li>
 Escalate incidents to SW vendors and provide recreation scenarios as well as proposed solutions that ensure service continuity over the banking systems.
 </li>
 <li>
 Follow up delivery of incident/ problem solutions.
 </li>
 <li>
 Perform software research, testing, and recommendations when needed
 </li>
 <li>
 Handling Vendors, internal IT &amp; business communications effectively.
 </li>
 <li>
 This position requires response and issue resolution during nights and weekends as necessary to meet business needs.
 </li>
 <li>
 Review Deployment plans for production changes.
 </li>
 <li>
 Respond to requests and inquiries from business users and change management team for system changes and verify whether it can be done using local resources or thru vendor side.
 </li>
 <li>
 Evaluates impact analysis provided by vendors and/or implementation teams for production changes.
 </li>
 <li>
 Report incident status on weekly basis to support manager.
 </li>
 <li>
 Problem Management.
 </li>
 </ul>
 
 - Lead problem resolution cycle whether the resolution will be done internally or by software vendor.
 
 
 - Ensure clear ownership of problem determination / resolution
 
 
 - Verify issue resolution.
 
 
 - Prepare root cause analysis and incident reports.
 
 
 - Prepare management report, ensure accuracy and completeness of contents
 
 <ul>
 <li>
 Perform handover activities with application development/implementation team(s) for any new application before installing into production.
 </li>
 <li>
 Plan and Perform periodic patching for all digital channels applications.
 </li>
 <li>
 Follow up with vendor to deliver fixes, change requests that are requested to resolve incidents/problems
 </li>
 <li>
 Reviewing / re-evaluating any solutions or fixes provided from vendors or developed internally before deploying into production
 </li>
 <li>
 Patching &ndash; ensure quality development of patches that are deployed to the production environment.
 </li>
 <li>
 Perform System upgrades, or lead vendor engagement to perform system upgrades.
 </li>
 <li>
 Supports a project delivery point of view &amp; Day to day issues support and align the business requirements.
 </li>
 <li>
 Handle system analysis &amp; design of in house developed systems as well as Development in line with bank agreed system architecture and development tools and following quality standards.
 </li>
 </ul>
 
 
 
 
 
 Minimum Qualifications:
 
 
 <ul>
 <li>
 B.SC computer science or computer engineering
 </li>
 <li>
 Min 2 years of relevant experience (preferably banking).
 </li>
 </ul>
 
 
</div>

IT Core Banking Applications Support Specialist

HCLTech

<div>
 
 
 Role Summary:
 
 
 
 Own L3-level operations for Capacity Management within a highly regulated banking estate, ensuring availability, performance, security, audit readiness, and rapid recovery as per RTO/RPO.
 
 
 **Key Responsibilities:**
 
 
 - Provide L3-level support for Capacity Management in a mission-critical banking environment.
 
 
 - Ensure compliance with PCI DSS, SWIFT, and local banking regulator requirements.
 
 
 - Operate under ITIL processes (Incident/Change/Problem/Knowledge).
 
 
 - Maintain high availability, performance, and security; participate in DR/BCP drills.
 
 
 - Design/architect, capacity plan, and optimize Capacity Management for large-scale banking workloads.
 
 
 - Lead major incidents/war rooms; guide L1/L2; produce post-incident reports for auditors.
 
 
 - Define standards, golden configurations, and automation (scripts/Infra-as-Code) to reduce toil.
 
 
 - Roadmap planning, version upgrades, performance baselining, and DR strategy ownership.
 
 
 **Required Tools &amp; Technologies:**
 
 
 - ITSM (ServiceNow/BMC), monitoring (Grafana/Prometheus), vendor admin tools
 
 
 
 
 
 
 Relevant Certifications:
 
 
 
 - ITIL Foundation
 
 
 
 
 
 
 Experience Requirements:
 
 
 
 - 5+ years in architecture, performance engineering, and major incident leadership.
 
 
 
 
 
 
 Soft Skills &amp; Banking Behaviors:
 
 
 
 - Clear communication with operations, security, audit, and business stakeholders.
 
 
 - Evidence-driven troubleshooting; strong documentation and runbook hygiene.
 
 
 - Ownership mindset with 24x7 support readiness and on-call rotation participation.
 
 
 
</div>

Capacity Manager

Ericsson

<div><div><div><div><h2 class="jobSectionHeader">Join our Team</h2>
</div><div><div>
About this opportunity: 
 
We are seeking an Automated Operations Manager to lead the evolution of our network operations into a proactive, automation-driven model. In this role, you will sit at the intersection of event, incident, change, and problem management, driving initiatives to reduce manual overhead, elevate responsiveness, and raise operational maturity. You will also lead cross-functional collaboration between engineering, service delivery, and customers to ensure seamless integration of automation solutions while maintaining compliance, performance, and customer trust. 
 
What you will do: 
 
<ul><li>Lead the Front Office, Work &amp; Service Management, and Event Management teams to deliver consistent and high-quality operations.</li><li>Define and execute an automation strategy &amp; roadmap across managed services to identify, design, and deploy operational process automations.</li><li>Coordinate between engineering, service delivery, and customer stakeholders to ensure smooth rollout and adoption of automated workflows.</li><li>Ensure compliance with SLAs, security protocols, and industry standards in all operational activities.</li><li>Oversee real-time event monitoring, using AI/ML to detect anomalous behavior, classify events, and trigger automated remediation or escalation.</li><li>Integrate automation with incident management systems (e.g. ServiceNow) to enable auto-ticket creation, triage, and resolution.</li><li>Architect and govern automated change approval &amp; deployment workflows, in collaboration with network engineers.</li><li>Lead Problem Management by leveraging predictive analytics and automated root cause correlation to reduce repeat incidents and streamline remediation.</li><li>Build and maintain a centralized knowledge repository of fixes, workarounds, and learnings to accelerate future resolution.</li><li>Monitor operational performance via dashboards and KPIs, recommend continuous improvements, and report trends.</li><li>Interface with customers, NOC leadership, and governance bodies to ensure transparency, readiness, and alignment with transformation goals.</li><li>Mentor and upskill team members in advanced event, automation, and operational practices.</li></ul> 

The skills you bring: 
 
<ul><li>Strong understanding of telecom/network domains (e.g. RAN, TX, VAS, PS, Core, OSS).</li><li>Demonstrated experience leading Event, Incident, and Problem Management functions in large-scale NOC or network operations.</li><li>Hands-on experience with automation tools, AI/ML for monitoring, and workflow orchestration.</li><li>Proficiency in ITIL or IT service management frameworks.</li><li>Excellent stakeholder management, communication, and coordination skills across multi-domain, multi-vendor environments.</li><li>Analytical orientation with experience in defining, tracking, and improving KPIs.</li><li>Leadership capability: coaching, mentoring, performance management.</li><li>Experience in change governance, audit readiness, operational transformation, and compliance.</li><li>Proactive mindset, resilience, and ability to operate under pressure.</li></ul></div></div></div></div>
Why join Ericsson?
At Ericsson, you&acute;ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what&acute;s possible. To build solutions never seen before to some of the world&rsquo;s toughest problems. You&acute;ll be challenged, but you won&rsquo;t be alone. You&acute;ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next. 
 
What happens once you apply?
Click Here to find all you need to know about what our typical hiring process looks like.
Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: Saudi Arabia (SA) || Riyadh
Req ID: 774466</div>

Automated Operations Manager

Emdad By Elm

<div>
 
 
 Job Summary:
 
 
 
 We are seeking a skilled and proactive
 
 Senior Application Support Analyst
 
 to lead the support of business-critical applications in a
 
 live production environment
 
 . In this role, you will be responsible for managing high-priority incidents, ensuring system stability, and working closely with development, infrastructure, and business teams to deliver seamless operations. You will also mentor junior support staff, drive root cause analysis, and contribute to improving incident management processes.
 
 
 
 
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 :Serve as a senior point of contact for production application issues, including incident resolution, root cause analysis, and communication with stakeholders
 </li>
 <li>
 .Lead the investigation and resolution of
 
 high-severity incidents (P1/P2
 
 ), minimizing business impact and ensuring timely recovery
 </li>
 <li>
 .Monitor application health, performance, and availability using tools like Splunk, AppDynamics, or equivalent
 </li>
 <li>
 .Work with Dev, QA, and Infrastructure teams to analyze recurring issues and recommend long-term solutions
 </li>
 <li>
 .Own and drive
 
 post-incident reviews (PIRs
 
 ) and
 
 problem managemen
 
 t, including documentation of root causes and preventive actions
 </li>
 <li>
 .Manage and prioritize incoming incidents, service requests, and changes using ITSM tools (e.g., ServiceNow, Jira)
 </li>
 <li>
 .Participate in and support
 
 deployment activitie
 
 s, release validation, and production readiness checks
 </li>
 <li>
 .Maintain and enhance runbooks, knowledge base articles, and standard operating procedures
 </li>
 <li>
 .Act as a technical mentor and escalation point for junior team members
 </li>
 <li>
 .Ensure compliance with internal controls, security standards, and audit requirements
 </li>
 <li>
 .Collaborate with business users to understand operational pain points and provide timely support or improvements
 </li>
 </ul>
 
 
 
 
 
 .
 
 Qualifications &amp; Skill
 
 
 <ul>
 <li>
 s:Bachelor&rsquo;s degree in Computer Science, Information Technology, or a related fiel
 </li>
 <li>
 
 d.5+ yea
 
 rs of experience i
 
 n application or production suppo
 
 rt in a complex, high-availability environmen
 </li>
 <li>
 t.Strong troubleshooting and analytical skills, with hands-on experience in resolving complex production issue
 </li>
 <li>
 s.Proficient i
 
 n S
 
 QL, log analysis, and understanding of application architectures (web, API, microservices, etc.
 </li>
 <li>
 ).Experience with monitoring tools (e.g.
 
 , Splunk, AppDynamics, Dynatrace, Grafa
 
 na) and alerting system
 </li>
 <li>
 s.Familiarity with Linux/Unix environments and scripting (Shell, Python, etc.
 </li>
 <li>
 ).In-depth knowledge o
 
 f incident, problem, and change manageme
 
 nt processes (ITIL preferred
 </li>
 <li>
 ).Excellent communication skills &ndash; able to work with technical and non-technical stakeholders at all level
 </li>
 <li>
 s.Experience working i
 
 n on-call rotatio
 
 ns and handlin
 
 g critical incidents under pressu
 
 r
 </li>
 </ul>
 
 
 
 
 
 e.
 
 Preferred Qualificatio
 
 
 <ul>
 <li>
 ns:Experience with cloud platfo
 
 rms (AWS, Azur
 
 e) and DevOps environmen
 </li>
 <li>
 
 ts.Knowledge of CI/CD too
 
 ls and deployment pipelines (e.g., Jenkins, Git, Ansibl
 </li>
 <li>
 e).ITIL certification is a strong pl
 </li>
 <li>
 us.Experience in a regulated or high-availability industry (e.g., finance, healthcare, telecom) is advantageo
 </li>
 </ul>
 
 
 
 us.
</div>

Senior Application Support Analyst

Fanatics

<div>
 
 Job Description
 
 
 
 <ul>
 <li>
 Manage the tech production support tasks and activities as per laid down guidelines
 </li>
 <li>
 Proactively monitor alerts and system performance for issues.
 </li>
 <li>
 Run Incident Management processes and Incident Command functions on high severity issues.
 </li>
 <li>
 Create or maintain operational runbooks.
 </li>
 <li>
 Establish feedback loops for discovered production patterns to ensure constant stability and drive iterative improvements.
 </li>
 <li>
 Support the engagement 24*7. Implies, you will be required to work in either morning/afternoon/night shifts on rotation basis. You will also be required to work on weekends and holidays on rotation basis.
 </li>
 <li>
 Other duties as needed or required
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 0 &ndash; 2 years of experience
 </li>
 <li>
 MCA or B. Tech in Computer Science
 </li>
 <li>
 Excellent verbal, written and interpersonal skills
 </li>
 <li>
 Quick learner and a good team player with a positive attitude towards work
 </li>
 <li>
 Showcase flexibility at work
 </li>
 <li>
 Able to understand and follow verbal and written instructions with minimal supervision
 </li>
 </ul>
</div>

Analyst I Product Support

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