Job Title: Major Incident Manager 

Job Description:

We are seeking an experienced Major Incident Manager to take charge of resolving high-impact IT incidents affecting business-critical services. In this role, you will manage the full incident response process, coordinate with cross-functional technical teams, and ensure timely communication with stakeholders to minimize operational disruptions.

You will work in a fast-paced production environment, managing Digital Networks, Security, and Infrastructure, while applying best practices in ITIL-based incident management.

Key Responsibilities:

• Lead and coordinate the resolution of major incidents impacting critical IT services

• Oversee incident response from detection to resolution, ensuring minimal business impact

• Collaborate with cross-functional teams to diagnose root causes and implement corrective actions

• Communicate incident status, risks, and updates to stakeholders clearly and promptly

• Ensure ITIL best practices are followed throughout the incident lifecycle

• Utilize ITSM tools such as ServiceNow for incident tracking and reporting

• Drive post-incident reviews and identify improvement opportunities in processes and systems

Qualifications & Skills:

• Bachelor’s degree in Information Technology, Computer Science, or related field

• 8+ years in managing Digital Networks, Security, and Infrastructure in a production environment

• 5+ years in Major Incident Management with advanced monitoring expertise

• Relevant certifications: ITIL Master, ServiceNow Certification, Business Communication Professional

• Strong knowledge of ITIL incident management processes and best practices

• Expertise in incident management, coordination, and IT service continuity

• Strong analytical, problem-solving, and decision-making abilities

• Excellent communication and stakeholder management skills

• Ability to work under pressure in high-stress scenarios

• Exceptional organizational and multitasking skills

Preferred Candidate Profile:

• Nationality: Egypt or Jordan

• Gender: Male

• Experience Level: Management

If you have the leadership, technical expertise, and crisis management skills to ensure business continuity in critical IT environments, we invite you to apply.