Incident Management Sr. Engineer

Established in 2008, Geidea epitomizes customer focused empowerment and commercial success through continuous innovation.

Geidea makes best in class digital payment solutions available for all by attracting and leveraging the best creative & entrepreneurial talent in the market

Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity.

Our technology mirrors our people - Smart, Innovative & Forward Thinking

www.geidea.net

To maintain a competitive advantage as we grow, we are currently looking for a new Incident Manager.

Job purpose:

The purpose of this role is to ensure the effective management of IT incidents, minimizing impact on business operations while maintaining a high level of service quality. The Incident Manager will lead incident response activities, ensuring adherence to regulators (SAMA) and ITIL best practices and continuous improvement initiatives. This role is critical in maintaining operational stability and enhancing customer satisfaction by efficiently resolving incidents and preventing their recurrence.

Responsibilities

• Lead the incident management process, ensuring timely resolution of incidents to meet agreed SLAs and minimize disruption to services.
• Coordinate with IT support teams to analyze incident trends and develop strategies for continual service improvement.
• Facilitate communication during major incidents, ensuring stakeholders are informed and updated on incident status and resolution efforts.
• Develop and maintain incident management policies and procedures in alignment with ITIL standards and best practices.
• Conduct post-incident reviews to identify root causes and recommend corrective actions to prevent recurrence.
• Collaborate with other IT teams to ensure effective problem management and knowledge sharing.
• Maintain relationships with vendors and service providers to ensure incident resolution aligns with SLAs.

Qualifications

• 2-5 years of experience in IT service management, with a focus on incident management and operational support.
• Minimum of a bachelor's degree in computer science, Information Systems, or a related field.
• ITIL v4 certification.
• Experience with incident management software and tools, including analysis and reporting capabilities.
• Strong analytical and problem-solving skills, with a focus on customer service.
• Proven ability to lead cross-functional teams and manage conflicts effectively.
• Knowledge of IT security principles and practices.
• Experience negotiating with vendors and service providers regarding incident resolution.

Our values guide how we think and act - They describe what we care about the most

Customer first - It's embedded in our design thinking and customer service approach

Open - Openness allows us to constantly improve and evolve

Real - No jargon and no excuses!

Bold - Constantly challenging ourselves and our way of thinking.

Resilient If we fail, we bounce back stronger than before.

Collaborative - We know that we can achieve a lot more as a team.

We are changing lives by constantly striving for a better solution.