ITSM Specialist - Incident Manager - Octopus

Who we are

Robusta Technology Group (RTG) is a key driver of digital transformation by providing a holistic tech ecosystem. RTG works with its local and international partners to help build digital customer experiences, establish engineering hubs and build ventures across multiple industries and domains. In this pursuit, RTG serves as a catalyst for impact and growth through events, spaces and content focused on creating impact and growth across the different interactions.

Octopus is proud to be part of the Robusta Technology Group (RTG), a leading tech consultancy group. With a decade of experience and a successful track record of delivering over 300 projects across Europe, the Middle East, and North America, RTG has established itself as a preferred employer in the Egyptian market. Octopus and Robusta are building a bridge between Europe and Africa, creating tailored hub solutions to connect companies with top talent across the globe.

Octopus by RTG is hiring for a reputable insurance company with headquarters in Riyadh a skilled Incident Manager to join the team.

Position Summary: The Incident Manager is responsible for overseeing and managing the Incident Management process, ensuring incidents are efficiently recorded, classified, prioritized, and resolved in alignment with ITIL standards. This role involves taking control of major incidents, coordinating resources, and communicating with stakeholders to minimize service disruption. The ideal candidate will excel in high-pressure environments, demonstrate strong leadership and communication skills, and be adept at managing multiple incidents and stakeholders simultaneously.

Key Responsibilities:

1. Incident Management Process Ownership:

• Manage the end-to-end Incident Management process in accordance with ITIL standards, ensuring incidents are handled timely and effectively.
• Serve as the primary point of contact for all major incidents, ensuring appropriate team engagement and incident management.

• Take immediate control of major incidents, coordinating resources and leading resolution efforts.
• Follow escalation procedures, involving senior management and key stakeholders as needed.
• Manage communication during major incidents, providing regular updates to stakeholders on status, impact, and resolution.

• Provide timely and accurate updates to affected users and stakeholders throughout the incident lifecycle.
• Prepare comprehensive post-incident reports for major incidents, including root cause analysis, lessons learned, and recommendations for future improvements.

• Monitor incident trends and ensure resolution aligns with agreed service levels (SLAs).
• Collaborate with IT teams to identify and implement improvements in incident handling and service restoration.

• Generate regular reports on incident trends, including metrics such as frequency, resolution time, and SLA performance.
• Analyze incident data to identify patterns, common issues, and areas for service improvement.

• Work with other IT service management processes (e.g., Change Management, Problem Management) to ensure seamless operation and integration.
• Liaise with vendors and third-party service providers as necessary for incident resolution.

• Lead post-incident reviews (PIRs) for major incidents, ensuring lessons learned are documented and applied to enhance future incident response.
• Identify and drive opportunities for process optimization, including automation and refinement.

• Education:
• Bachelor’s degree in Information Technology, Computer Science, or a related field; advanced degrees or additional certifications are a plus.
• Experience:
• Minimum of 5 years in IT Service Management, with at least 2-3 years in an Incident Management role.
• Proven experience managing major incidents within a complex, multi-vendor environment.
• Technical Skills:
• Strong understanding of ITIL processes, particularly Incident Management.
• Familiarity with ITSM tools and incident monitoring systems.
• Knowledge of IT infrastructure, applications, and service delivery models.
• Soft Skills:
• Excellent communication and interpersonal skills, with the ability to manage relationships with diverse stakeholders.
• Strong problem-solving and analytical skills, capable of critical thinking under pressure.
• Leadership skills with the ability to influence others and drive process improvements.
• Other Requirements:
• Ability to work effectively in high-pressure situations and manage multiple incidents simultaneously.
• Flexibility to work outside standard business hours, including weekends and on-call rotation, as required.

Working Conditions:

• The role requires working in a 24x7 operating model, including shifts and occasional work outside standard business hours, particularly during major incidents.
• Ability to adapt to a fast-paced, dynamic environment where priorities may shift rapidly is essential.

• Competitive salaries paid in USD.
• Working with Tech gurus.
• Working from an outstanding work office space in New Cairo.
• Opportunities for professional development and career growth.
• Dynamic and collaborative work environment.