Requirements
Perform 24x7 incident management, including registration, communication, and coordination of technical troubleshooting and restoration activities. Drive rapid decision-making to remove roadblocks during incident resolution. Schedule and facilitate Major Incident Review meetings, document incident details, and publish MIR reports. Coordinate Root Cause Analysis (RCA) for major incidents and recurring issues, identifying and registering problem records, performing problem determination, and tracking progress towards resolution. Coordinate with technical teams, vendors, OEMs, and SAMA stakeholders to implement permanent fixes and drive proactive remediation. Produce regular reports on KPIs such as problem trends, RCA status, and SLA compliance. Ensure compliance with Incident and Problem Management policies and identify opportunities for process enhancement.
Description
Key ResponsibilitiesPerform 24x7 incident management activities to minimize service disruption and business impact.Register and manage incidents resulting from service degradation, outages, or operational alerts.Establish and manage communication, Incident Bridges for critical incidents.Coordinate technical troubleshooting, restoration activities, and stakeholder engagement.Ensure rapid decision-making and removal of operational roadblocks during incident resolution.Drive service restoration efforts while maintaining adherence to Incident Management processesSchedule and facilitate Major Incident Review meetings following incident resolution.Document incident timelines, triage activities, recovery actions, lessons learned, and improvement opportunities.Coordinate stakeholder participation during review sessions.Finalize and publish MIR reports.Coordinate Root Cause Analysis (RCA) activities for major incidents and recurring operational issues across internal technical teams, OEMs, third-party vendors, and stakeholders.Proactively identify and register problem records based on incident trends and potential service risks.Perform detailed problem determination and impact assessment activities.Create and manage problem records for all major incidents and significant service-impacting events.Ensure all problem records contain documented root causes, workarounds, corrective actions, and permanent resolutions.Track open problems and monitor progress toward resolution within agreed service levels.Facilitate investigation activities to determine underlying causes of incidents.Coordinate with technical teams, vendors, OEMs, and SAMA stakeholders to implement permanent fixes.Drive proactive remediation initiatives to eliminate recurring issues before they become service-affecting trends.Ensure corrective and preventive actions are implemented and validated.Coordinate implementation of temporary fixes to restore service continuity while permanent solutions are developed.Validate effectiveness of workarounds and permanent resolutions.Produce regular reports as agreed KPI like problem trends, RCA status, resolution timelines, reoccurring problems, incidents, SLA compliance etc.Ensure compliance with Incident and Problem Management policies, operational procedures, and regulatory requirements.Identify opportunities to enhance the Incident and Problem Management process.Provide recommendations to the CSI team regarding process improvements and automation opportunities.Drive initiatives aimed at reducing incident recurrence and improving service availability.Update knowledge repositories with verified root causes, known errors, workaround procedures, and permanent resolutions.Ensure lessons learned from major incidents are documented and communicated across support teams.Technical SkillsMajor Incident ManagementStrong Root Cause Analysis (RCA) methodologies.Incident and Problem Management practices.Knowledge of ITIL Service Management framework.Trend analysis, reporting, and operational analytics.Knowledge of infrastructure, applications, cloud services, networks, databases, and security operations.SLAs, KPIs, and service performance management.KPIsReduction in recurring incidents.Percentage of Major Incidents with complete RCA.Problem and Major incident closure within SLA targets.Mean Time to Identify Root Cause (MTTRCA).Number of proactive problems identified and resolved.Reduction in incident volume through permanent fixes