• Location: Abu Dhabi, UAE

• Employment: Full Time

• Industry: AI and IT Company

• Sector: Government Entity

• Contract: 1 year – extendable

• Experience: 5–7 Years

Role Overview

Manages high-priority and major incidents to restore service quickly and minimize business impact.

Key Responsibilities

• Coordinate L1/L2/L3 teams and vendors

• Manage incident SLAs and aging tickets

• Lead major incident calls and communications

• Produce incident reports and analytics

• Continuously improve incident management processes

Required Skills & Certifications

• ITIL® 4 Specialist: Drive Stakeholder Value (DSV)

• Major Incident Management expertise

• ServiceNow / Jira SM / Remedy

• Strong crisis management and communication skills