The Incident Manager is responsible for overseeing the end-to-end management of incidents impacting cloud and infrastructure services, including AWS, Azure, and OCI environments.
This role ensures rapid restoration of services, effective communication with stakeholders, and continuous improvement through post-incident analysis.
Responsibilities:
- Own and manage the full incident lifecycle from detection to closure.
- Act as the central command point during major (P1/P2) incidents.
- Coordinate cross-functional teams including cloud, network and Infrastructure teams as well as CSMs.
- Ensure timely incident triage, escalation, and resolution.
- Lead incident bridges, war rooms, and crisis calls.
- Ensure accurate and timely communication to stakeholders and leadership.
- Track incidents against SLAs and ensure compliance with operational targets.
- Drive root cause analysis (RCA) and post-incident reviews (PIRs).
- Identify recurring issues and recommend preventive and corrective actions.
- Maintain and improve incident management processes, playbooks, and runbooks.
- Ensure proper documentation and ticket updates in ITSM tools.
- Support audits, reporting, and service improvement initiatives.
Requirements
- 5+ years of experience in IT operations, cloud, or infrastructure roles.
- 2+ years of experience in Incident or Major Incident Management.
- ITIL Foundation or ITIL Intermediate (Incident Management) certification preferred.
- Cloud certifications (AWS, Azure, OCI) are a plus.
- Strong understanding of cloud platforms (AWS, Azure, OCI) and Private cloud operations.
- Familiarity with monitoring, alerting, and logging tools.
- Good understanding of infrastructure components (compute, storage, networking, IAM).
- Ability to assess technical impact and prioritize incidents effectively.
- Experience with ITSM tools (ServiceNow, Jira, Remedy, etc.).
- Strong knowledge of ITIL Incident and Major Incident Management processes.
Skills Required
- 5+ years of experience in IT operations, cloud, or infrastructure roles
- 2+ years of experience in Incident or Major Incident Management
- ITIL Foundation or ITIL Intermediate certification
- Cloud certifications (AWS, Azure, OCI)
- Strong understanding of cloud platforms (AWS, Azure, OCI)
- Familiarity with monitoring, alerting, and logging tools
- Good understanding of infrastructure components
- Experience with ITSM tools (ServiceNow, Jira, Remedy)
- Strong knowledge of ITIL Incident and Major Incident Management processes
What We Do
ZainTECH is a regional integrated digital solutions provider, unifying Zain Group’s ICT assets to offer a unique value proposition of comprehensive digital solutions and services under one roof. The company is positioned to drive the transformation of enterprise and government customers in the MENA region by providing a center of excellence and managed solutions across the ICT stack, including cloud, cybersecurity, modern infrastructure, big data, IoT, AI, smart cities, drones and robotics, and emerging technologies. ZainTECH leverages Zain’s global reach, unique regional footprint, and infrastructure across its operations in Kuwait, Saudi Arabia, Bahrain, Jordan, Iraq, and the United Arab Emirates, as well as in other key markets in the Middle East. ZainTECH forms a key pillar in the evolution of Zain’s core telecom business to maximize value and build on the company’s many strengths to selectively create and invest in growth verticals beyond standard mobile services. This ultimately supports Zain’s vision of becoming a leading ICT and digital lifestyle provider.
