incident manager

Capgemini Engineering

<div><p>At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world&rsquo;s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&amp;D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.
</p><div><div><div><h2 class="jobSectionHeader"><b>Job Description
</b></h2></div><div><div><b>Role: Incident Manager<br>
</b></div><div></div><div><b>Roles &amp; Responsibilities:<br>
</b></div><div></div><ul><li>Identify the trainings required for both technical and process domains for the team and consider roll out suitable corrective measures.
</li><li>Responsible for planning and coordinating all the activities required to monitor, perform and report all day2 operations under the purview of incident management.
</li><li>IM is responsible to identify process deviations and applying suitable corrective measures.
</li><li>IM is responsible to manage communications during major incidents to customer and internal stakeholders.
</li><li>IM is responsible to assess the workload in the NOC and plan resources accordingly with due consultation along with operations management.
</li><li>IM is responsible to monitor the adherence to incident management service level agreement and apply suitable corrective measures as required.
</li><li>IM should plan, schedule and drive adherence to incident reviews by Tier 2 / Tier 3 engineers.
</li>IM should establish continuous service improvement cycles where the process, performance, activities, policies, procedures, supporting technology, roles and responsibilities are reviewed, and suitable corrective measures are applied as applicable.<br>
<li>
</li></ul></div></div></div><div></div><p>Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.</p></div>

Incident Manager

Tek Headquarters

<p><b>Overview</b></p><ul><li>Own and manage critical customer escalations for large enterprise customers (primarily utility</li><li>companies &amp; investor-owned utilities).</li><li>Act as the single point of contact during incidents &mdash; managing customer communication, hosting/leading calls, and tracking action items to closure.</li><li>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.</li><li>Apply technical troubleshooting/programming background to accelerate resolution.</li><li>Domain knowledge of utility messaging and extreme weather notifications is a strong plus.</li></ul><p><b>Key Responsibilities</b></p><p><b>Incident Management</b></p><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><p><b>Technical Oversight</b></p><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><p><b>Cross-Functional Coordination</b></p><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><p><b>Communication &amp; Reporting</b></p><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><p><b>Post-Incident Activities</b></p><ul><li>Validate resolution with 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><p><b>Qualifications</b></p><p><b>Required:</b></p><ul><li>5+ years in customer-facing roles in enterprise SaaS, technical support, or incident management.</li><li>8+ years of IT experience.</li><li>Strong technical understanding of APIs, Node.js, servers, load balancers, Cloudflare CDN, cloud infra.</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 US Eastern/Pacific time zones.</li></ul><p><b>Preferred:</b></p><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, distributed systems.</li><li>Understanding of utility industry regulations &amp; operations</li></ul><p>Job Type: Full-time</p><p>Application Question(s):</p><ul><li>What's your current and expected salary?</li></ul><p>Work Location: Remote</p>

Site Reliability Engineer/Incident Manager

Keeta

<div>
 <p>
  We&rsquo;re Hiring: Senior Compliance &amp; Incident Response Manager
 </p>
 <p>
  <br/>
 </p>
 <p>
  Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong, Saudi Arabia and now in Brazil.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Are you passionate about public safety, regulatory coordination, and emergency response? Do you thrive in fast-paced, high-growth environments where safety and compliance are mission-critical? Join us in building a safer ecosystem for our platform and users.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What You&rsquo;ll Do
  </strong>
 </p>
 <ul>
  <li>
   <strong>
    Emergency Response:
   </strong>
   Lead swift and effective responses to traffic accidents, public safety events, fire hazards, and more.
  </li>
  <li>
   <strong>
    Daily Safety Ops:
   </strong>
   Analyze safety data, implement risk prevention strategies, and manage safety documentation.
  </li>
  <li>
   <strong>
    Regulatory Liaison:
   </strong>
   Act as the bridge between our team and local regulatory authorities&mdash;ensuring compliance and alignment with jurisdictional protocols.
  </li>
  <li>
   <strong>
    Cross-functional Support:
   </strong>
   Collaborate with HQ and cross-regional teams on initiatives and directives.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Why Keeta?
  </strong>
 </p>
 <p>
  🌟Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.
 </p>
 <p>
  🌟Fast-Growing &amp; Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.
 </p>
 <p>
  🌟Global Impact: Join a company that&rsquo;s transforming the way people enjoy food, impacting communities around the world.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What We&rsquo;re Looking For
  </strong>
 </p>
 <p>
  <strong>
   Education &amp; Experience:
  </strong>
  Bachelor&rsquo;s degree or above with 5+ years in corporate safety, compliance, or emergency management.
 </p>
 <p>
  <strong>
   Professional Skills:
  </strong>
 </p>
 <ul>
  <li>
   Solid grasp of safety workflows and local regulatory processes.
  </li>
  <li>
   Background in internet/tech platforms is a plus.
  </li>
  <li>
   Prior corporate safety-related experience required.
  </li>
 </ul>
 <p>
  <strong>
   Soft Skills:
  </strong>
 </p>
 <ul>
  <li>
   Excellent communication &amp; coordination skills.
  </li>
  <li>
   Strong business writing and verbal expression.
  </li>
  <li>
   Team player with a hands-on, problem-solving attitude.
  </li>
 </ul>
 <p>
  <strong>
   Mindset &amp; Flexibility:
  </strong>
 </p>
 <ul>
  <li>
   Detail-oriented and responsible.
  </li>
  <li>
   Comfortable working under pressure.
  </li>
  <li>
   Open to short-term business travel.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Bonus Points If You Have
  </strong>
 </p>
 <ul>
  <li>
   Managing public security events, fire safety, or traffic emergencies.
  </li>
  <li>
   Experience dealing directly with safety regulatory authorities and compliance agencies.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  📍
  <strong>
   Location: Jeddah, Saudi Arabia
  </strong>
 </p>
 <p>
  Apply now or reach out to our talent team to learn more.
 </p>
 <p>
  #ComplianceJobs #IncidentResponse #SafetyManagement #InternetSafety #EmergencyResponse #RegulatoryAffairs #HiringNow
 </p>
</div>


Senior Compliance & Incident Response Manager

<div>
 <p>
  We&rsquo;re Hiring: Senior Compliance &amp; Incident Response Manager
 </p>
 <p>
  <br/>
 </p>
 <p>
  Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong, Saudi Arabia and now in Brazil.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Are you passionate about public safety, regulatory coordination, and emergency response? Do you thrive in fast-paced, high-growth environments where safety and compliance are mission-critical? Join us in building a safer ecosystem for our platform and users.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What You&rsquo;ll Do
  </strong>
 </p>
 <ul>
  <li>
   <strong>
    Emergency Response:
   </strong>
   Lead swift and effective responses to traffic accidents, public safety events, fire hazards, and more.
  </li>
  <li>
   <strong>
    Daily Safety Ops:
   </strong>
   Analyze safety data, implement risk prevention strategies, and manage safety documentation.
  </li>
  <li>
   <strong>
    Regulatory Liaison:
   </strong>
   Act as the bridge between our team and local regulatory authorities&mdash;ensuring compliance and alignment with jurisdictional protocols.
  </li>
  <li>
   <strong>
    Cross-functional Support:
   </strong>
   Collaborate with HQ and cross-regional teams on initiatives and directives.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Why Keeta?
  </strong>
 </p>
 <p>
  🌟Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.
 </p>
 <p>
  🌟Fast-Growing &amp; Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.
 </p>
 <p>
  🌟Global Impact: Join a company that&rsquo;s transforming the way people enjoy food, impacting communities around the world.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What We&rsquo;re Looking For
  </strong>
 </p>
 <p>
  <strong>
   Education &amp; Experience:
  </strong>
  Bachelor&rsquo;s degree or above with 5+ years in corporate safety, compliance, or emergency management.
 </p>
 <p>
  <strong>
   Professional Skills:
  </strong>
 </p>
 <ul>
  <li>
   Solid grasp of safety workflows and local regulatory processes.
  </li>
  <li>
   Background in internet/tech platforms is a plus.
  </li>
  <li>
   Prior corporate safety-related experience required.
  </li>
 </ul>
 <p>
  <strong>
   Soft Skills:
  </strong>
 </p>
 <ul>
  <li>
   Excellent communication &amp; coordination skills.
  </li>
  <li>
   Strong business writing and verbal expression.
  </li>
  <li>
   Team player with a hands-on, problem-solving attitude.
  </li>
 </ul>
 <p>
  <strong>
   Mindset &amp; Flexibility:
  </strong>
 </p>
 <ul>
  <li>
   Detail-oriented and responsible.
  </li>
  <li>
   Comfortable working under pressure.
  </li>
  <li>
   Open to short-term business travel.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Bonus Points If You Have
  </strong>
 </p>
 <ul>
  <li>
   Managing public security events, fire safety, or traffic emergencies.
  </li>
  <li>
   Experience dealing directly with safety regulatory authorities and compliance agencies.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  📍
  <strong>
   Location: Doha, Qatar
  </strong>
 </p>
 <p>
  Apply now or reach out to our talent team to learn more.
 </p>
 <p>
  #ComplianceJobs #IncidentResponse #SafetyManagement #InternetSafety #EmergencyResponse #RegulatoryAffairs #HiringNow
 </p>
</div>


infinite Computer Solution

<p></p><div><div><div><div><p>This is for a <b>Major Incident Manager Role</b>: Below are the basic checks</p><ul><li><b>
Leadership &amp; Communication</b>, <b>Analytical Thinking, Technical Knowledge</b>.<b> Time Management</b>, <b>Root Cause Analysis (RCA). Stakeholder Management</b>: <b>Process Adherence</b>: <b>Continual Improvement</b>: <b>Understand SLA/KPI? Problem Management PR | Planning Forecasting.</b></li><li><b>
CMDB Configuration.</b></li></ul><b>
Hands-on experience on</b><ul><li><b>
Major incident scenarios.</b></li><li><b>
Use ITSM tools and incident dashboards, communication platforms, and escalation matrices.</b></li><li><b>
Conduct post-incident reviews to identify improvement areas.</b></li></ul><b>
ITIL Foundation Certification \ Scrum Master would be an advantage.</b><br>
<b>Search Criteria to get profiles from Job portal</b>: - Major Incident Manager (MIM)/Incident management/ Project Management / ITIL / ITSM /Stakeholder Management/SLA/KPI /Problem Management/Service Now or BMC, whatever ITSM tools / Infrastructure Management/IT Service Manager<br>
<b>Detailed description: -</b><ul><li><b>
Leadership &amp; Communication</b>: Ability to lead cross-functional teams during high-pressure situations. Communicate findings and resolutions to stakeholders and affected users</li><li><b>
Analytical Thinking</b>: Quickly assess and prioritize incidents.</li><li><b>
Technical Knowledge</b>: Understanding of IT infrastructure, applications, and monitoring tools.</li><li><b>
Time Management </b>The role of the incident manager is to coordinate the response to an incident and ensure that it is resolved in a timely and effective manner.</li><li><b>
Root Cause Analysis (RCA). </b>5 Whys.<b> </b>Ensure the root cause is resolved or mitigated</li><li><b>
Stakeholder Management</b>: Communicate effectively with internal and external stakeholders.</li><li><b>
Process Adherence</b>: Familiarity with incident management frameworks like ITIL.</li><li><b>
Continual Improvement</b>: Apply design thinking to improve stakeholder experience and incident</li><li><b>
Understand SLA/KPI? </b>Trying to create or review SLA/KPI metrics for a project or team.</li><li><b>
Problem Management PR - </b>Problem Management involves both reactive and proactive approaches</li><li><b>
Planning Forecasting.</b></li><li><b>
CMDB Configuration.</b></li></ul><b>
Hands-on experience on</b><ul><li><b>
Major incident scenarios.</b></li><li><b>
Use ITSM tools and incident dashboards, communication platforms, and escalation matrices.</b></li><li><b>
Conduct post-incident reviews to identify improvement areas.</b></li></ul><p><b>
ITIL Foundation Certification \ Scrum Master would be an advantage.</b></p></div>
</div><div><p><b>Qualifications</b></p>
<div>B.E/B Tech</div>
</div><div><p><b>Range of Year Experience-Min Year</b></p>
<div>5</div>
</div><div><p><b>Range of Year Experience-Max Year</b></p>
<div>8</div></div></div></div><div></div>

Senior Support Engineer

Ameriprise Financial

<div>The Service and Incident Management Manager will lead the Ameriprise Incident Management Team with Critical/Major incident management being the primary responsibility. This resource will be working with multiple teams across business and technologies to manage incidents and run bridges with the primary objective of reducing MTRS of incidents.
<br>
Provide operational leadership and direction to technology operations team(s) including employees, contract personal and strategic vendor partners. Accountable for the availability and performance of applications and services and the seamless business consumption of them. Own production support, front-line management of incidents, small enhancements, and proactive/preventative testing and analysis (to include solution ideation, recommendation and implementation). Serve as escalation point and operational expert for issues, needs and operational requirements.<p></p><div><b>
Key Responsibilities</b><br>
Responsibilities<br>
<ul><li>Act with decisive confidence and exercise influence over a wide range of individuals at all levels of business and technical leadership</li><li>Ensure incidents are fully documented both during and after the incident, including gathering and recording the full incident timeline of events</li><li>Collaborate with multiple teams across business and technology to ensure processes are in compliance with guidelines</li><li>Produce documents that outline incident protocols such as how to handle cybersecurity threats</li></ul><br>
Production Support<br>
<ul><li>Prioritize incidents according to their urgency and impact to the business and escalate (technical and/or hierarchical) as needed</li><li>Engage team, partners and stakeholders appropriately to ensure full collaboration, multiple viewpoints and full transparency</li><li>Maintain a professional demeanor and attitude while being assertive when leading an incident investigation</li><li>Apply technical acumen to ask the right questions, collect the responses, set actions based on information, and to follow-up with probing questions if the response does not fit the situation</li><li>Establish and manage goals, reporting needs, key performance indicators / early indicators and dashboards for measurement of operation success</li><li>Ensure operational readiness thru effective handoff of technologies and services into production</li><li>Develop and/or oversee development of configurations, monitoring procedures and break/fix documentation</li><li>Collaborate on system health evaluations to address performance issues and establish action plans</li><li>Drive proliferation of existing technology investments and capabilities to enable business efficiencies</li><li>Escalation point with vendors or users on current product capabilities and enhancement requests</li><li>Escalation contact for assigned incident &amp; problem workgroups.</li><li>Monitor and perform routine performance/service-level audits to ensure optimal utilization.</li><li>Accountable for scheduled and unscheduled operational maintenance tasks.</li><li>Ensure escalation processes in place and utilized.</li><li>Collaborate with technical teams, business partners, and vendors to advocate for assigned services/technologies, ensuring stable operations/production environment.</li><li>Coordinate efforts of support teams (internal and/or vendor) to drive service restoration targets.</li><li>Liaise with technology teams to develop corrective action or workarounds to resolve incidents</li></ul><br>
Leadership<br>
<ul><li>Provide oversight and leadership to technology operations team</li><li>Delegate and prioritize work to ensure effective execution of team/function deliverables</li><li>Ensure knowledge transfer and cross-training of team to effectively support the business</li><li>Develop and maintain a high-performing team through effective hiring, vendor partner management, coaching and performance management</li><li>Develop, manage and champion policies and standards.</li></ul><br>
Operational Requirements<br>
<ul><li>Provide insight into operational requirements / needs and funding conversations.</li><li>Participate in the annual budget and project planning process.</li><li>Review and approve vendor/supplier invoices, as applicable, to ensure services provided/business activity translates accurately to spend.</li><li>Work with finance and business management teams to manage overall operational finance plan for voice &amp; contact center technologies.</li><li>Manage all business as usual changes work requests thru Service Catalog, critique volumes and trends on an ongoing basis. Respond to escalations and SLA misses</li><li>Maintain Online knowledge cases for both users and technical support personal</li></ul><br>
Vendor &amp; Service Level Management<br>
<ul><li>Primary day-to-day liaison with suppliers and vendors for assigned portfolio(s) of applications/services.</li></ul><br>
<b>
Required Qualifications</b><br>
<ul><li>Bachelor's degree in Computer Science or similar field; or equivalent work experience.</li><li>10 to 18 years of relevant experience required.</li><li>Understanding of ITIL - Change, Incident, Problem, Knowledge Management</li><li>Strong analytic skills including ability to identify patterns and potential issues</li><li>Situation management and decision-making skills</li><li>Exceptional written and verbal communication skills.</li><li>Ability to multi-task and remain calm in critical situations</li><li>Detail oriented</li></ul><br>
<br>
<b>Preferred Qualifications</b><br>
<ul><li>Certifications preferred: ITIL Foundation Certification</li><li>Previous experience in a Critical/Major Incident Management role</li><li>Experience working with the following tools: MS Office, ServiceNow, Power BI, JIRA, Confluence</li><li>Experience with event correlation and interpretation, utilizing various monitoring tools (Dynatrace, SumoLogic)</li><li>Solid understanding of business functional areas, systems, and capabilities</li><li>Solid understanding of basic infrastructure design and operation</li><li>Experience supporting applications within the Financial Services industry (e.g. broker-dealer, asset management, insurance, etc.).</li></ul></div><p></p><p><b><br>
About Our Company</b><br>
Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 125 years. We are a U.S. based financial planning company headquartered in Minneapolis with a global presence. The firm&rsquo;s focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions and work with other talented individuals who share your passion for doing great work. You&rsquo;ll also have plenty of opportunities to make your mark at the office and a difference in your community. So if you're talented, driven and want to work for a strong ethical company that cares, take the next step and create a career at Ameriprise India LLP.</p><p></p><p>
Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.</p><p></p><div><div><div><div><div><div><div><p><b>
Full-Time/Part-Time</b></p></div></div></div></div></div></div></div>
Full time<p></p><div><div><div><div><div><div><div><p><b>
Timings</b></p></div></div></div></div></div></div></div>
(2:00p-10:30p)<p></p><div><div><div><div><div><div><div><p><b>
India Business Unit</b></p></div></div></div></div></div></div></div>
AWMPO AWMP&amp;S President's Office<p></p><div><div><div><div><div><div><div><p><b>
Job Family Group</b></p></div></div></div></div></div></div></div>
Technology</div>

ITSM Manager

nineDots.io

<div>
 <p>
  Join a market-leading tech provider in Bahrain, managing the front line of service operations. As Service Management Center (SMC) Manager, you&rsquo;ll lead a team monitoring and responding to incidents across networks, infrastructure platforms, and enterprise services, keeping business-critical systems up and running for customers.
 </p>
 <p>
  <br/>
 </p>
 <p>
  This is a hands-on leadership role with real impact. You&rsquo;ll coordinate first-level monitoring and resolution, oversee escalations, and make sure every incident is handled quickly, communicated clearly, and documented accurately. Working closely with engineering, field operations, and vendors, you&rsquo;ll be the bridge between customers, technical teams, and senior management when it matters most.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   The Role:
  </strong>
 </p>
 <p>
  As SMC Manager, you&rsquo;ll oversee 24/7 operations, leading Shift Engineers, Analysts, and Incident Coordinators to deliver fast, effective service support. You&rsquo;ll monitor system health in real time, manage alarms and performance dashboards, and ensure incidents are triaged, escalated, and resolved to agreed SLAs.
 </p>
 <p>
  <br/>
 </p>
 <p>
  You&rsquo;ll track and report on incident trends, drive process improvements, and embed best practice aligned with ITIL standards. From shift planning to root cause analysis and post-incident reviews, you&rsquo;ll keep the team running smoothly and services performing at their best.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What You&rsquo;ll Be Doing:
  </strong>
 </p>
 <p>
  &bull; Leading day-to-day operations of the Service Management Center, ensuring 24/7 coverage and smooth shift handovers.
 </p>
 <p>
  &bull; Monitoring infrastructure across voice, data, internet, and enterprise platforms.
 </p>
 <p>
  &bull; Managing incident response from detection to resolution including RCA, stakeholder updates, and post-incident reports.
 </p>
 <p>
  &bull; Acting as the escalation point for high-priority or unresolved issues, coordinating with engineering, field teams, and vendors.
 </p>
 <p>
  &bull; Maintaining accurate incident logs, metrics, and performance reports.
 </p>
 <p>
  &bull; Supporting change management by reviewing planned changes and assessing risk.
 </p>
 <p>
  &bull; Coaching and mentoring the SMC team, ensuring up-to-date knowledge of tools, processes, and emerging tech.
 </p>
 <p>
  &bull; Driving continuous improvement in monitoring, escalation, and resolution processes.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What You&rsquo;ll Need to Succeed:
  </strong>
 </p>
 <p>
  &bull; 7+ years in Network Operations or Service Management, with at least 2 years in a supervisory role.
 </p>
 <p>
  &bull; Strong incident handling, escalation management, and SLA tracking skills.
 </p>
 <p>
  &bull; Hands-on experience with enterprise-grade monitoring tools (e.g., SolarWinds, Zabbix, Nagios, PRTG).
 </p>
 <p>
  &bull; Background in tech operations, ISP, or managed services.
 </p>
 <p>
  &bull; ITIL Foundation (mandatory); ITIL Intermediate/Expert a plus.
 </p>
 <p>
  &bull; Relevant technical certifications (e.g., CCNA/CCNP, Juniper, CompTIA Network+).
 </p>
 <p>
  &bull; Excellent communication and leadership skills, with the ability to work under pressure.
 </p>
 <p>
  &bull; Bilingual (Arabic &amp; English) preferred, but strong non-Arabic speakers will also be considered.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What&rsquo;s in It for You:
  </strong>
 </p>
 <p>
  &bull; Key leadership role in a mission-critical operations team.
 </p>
 <p>
  &bull; Competitive salary + annual bonus (based on performance).
 </p>
 <p>
  &bull; Opportunity to work at the center of enterprise tech service delivery.
 </p>
 <p>
  &bull; Lead and develop a skilled technical team in a collaborative environment.
 </p>
 <p>
  &bull; Influence processes and service assurance strategies at scale.
 </p>
 <p>
  <br/>
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   Next Steps:
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  If you thrive in high-stakes service environments and know how to lead a team to deliver fast, reliable support, we&rsquo;d love to hear from you. Send your CV or get in touch in confidence to learn more.
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