IT Monitoring Center - Incident management team

IT Monitoring Center - Incident management team

Education:
Bachelor’s degree in Information Technology, Computer Science, MIS, Engineering, or related field.

Experience:
2–4 years of hands-on experience in Incident Management, IT Operations, NOC/SOC roles, or IT Service Management functions.

Monthly Salary Package:
12,000 SAR

Qualifications & Skills:

• Strong understanding of IT Service Management (ITSM) frameworks, especially ITIL .
• Experience in incident logging, classification, prioritization, investigation, and closure.
• Ability to manage multiple incidents simultaneously and meet defined SLAs.
• Strong analytical skills to identify trends, anomalies, recurring issues, and performance insights.
• Proficiency with incident management tools and monitoring platforms.
• Experience preparing and documenting incident reports, RCA reports, trend analyses, and performance metrics.
• Strong communication skills for interacting with internal teams, management, and external vendors.
• Experience coordinating with technology vendors, opening cases, uploading logs, and attending technical meetings.
• Ability to create dashboards, charts, and data visualizations for performance and incident reporting.
• Knowledge of KPIs, thresholds, capacity metrics, and SLA compliance reporting.
• Experience developing customized reports for different stakeholders (management, technical teams, executives).
• Strong documentation skills for maintaining procedures, quality standards, and reporting guidelines.
• Ability to perform executive-level reporting with clear insights and strategic recommendations.
• Excellent time management and ability to operate under pressure in fast-paced environments.
• Experience defining and maintaining quality assurance procedures, conducting audits, and ensuring compliance with standards such as ISO.

Responsibilities:

• Identify, classify, and prioritize incidents based on severity, business impact, and urgency.
• Monitor alerts, notifications, and system reports to detect service-impacting issues.
• Open cases with vendors/manufacturers for all technologies under the Platform & Infrastructure Operations Department.
• Upload required logs, follow up on vendor tickets, and arrange technical meetings with experts.
• Record detailed incident information in the Incident Management System, including timeline, affected services, and initial diagnostics.
• Maintain clear communication with stakeholders, providing real-time updates on incident progress and resolution actions.
• Escalate critical incidents to higher-tier support teams and management following defined escalation matrices.
• Conduct post-incident reviews to identify gaps, corrective actions, and process improvements.
• Generate detailed incident reports, RCA documents, SLA compliance reports, and performance dashboards.
• Analyze historical incident data to identify patterns, recurring issues, and long-term trends.
• Prepare capacity planning reports, availability performance reports, and network utilization summaries.
• Create custom reports tailored to management, executives, technical teams, or auditors as required.
• Utilize data visualization tools to present insights through dashboards, charts, and reports.
• Maintain continuous improvement of incident management procedures, workflows, and quality standards.
• Ensure compliance with industry standards, best practices, and organizational policies, including ISO-aligned quality frameworks.
• Define and maintain KPIs, benchmarks, performance thresholds, and quality metrics for monitoring activities.