About the Role

The Incident Manager plays a crucial role in maintaining IT service continuity by effectively managing the incident lifecycle and ensuring rapid service restoration following disruptions. This position requires a strategic mindset, strong leadership capabilities, and excellent stakeholder management skills.

Key Responsibilities

Lead and oversee the end-to-end incident management process, ensuring alignment with ITIL frameworks and organizational best practices while maintaining clear documentation and communication throughout the incident lifecycle

Coordinate and manage major incidents, including facilitating bridge calls, directing technical teams, and ensuring appropriate escalation to stakeholders while maintaining detailed incident records and analysis

Develop and maintain incident management procedures, templates, and reporting mechanisms while continuously identifying areas for process improvement and implementing solutions

Analyze incident trends and patterns to identify recurring issues, recommend preventive measures, and drive continuous service improvement initiatives through detailed reporting and analytics

Build and maintain strong relationships with stakeholders across the organization, including technical teams, service owners, and business units while ensuring effective communication during incidents

Required Qualifications

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

Minimum 5+ years of experience in IT service management, with demonstrated expertise in incident management

ITIL Foundation certification required; advanced ITIL certifications preferred

ISO/IEC 20000 certification or similar industry certifications

Extensive experience with ITSM tools (ServiceNow, BMC Remedy, or equivalent platforms)

Technical Skills

Strong understanding of ITIL processes and best practices

Proficiency in incident management tools and ITSM platforms

Experience with major incident management and problem management

Knowledge of IT infrastructure, applications, and service delivery

Ability to analyze technical data and create meaningful reports

Core Competencies

Excellence in crisis management and decision-making under pressure

Strong leadership and stakeholder management abilities

Outstanding verbal and written communication skills

Analytical thinking and problem-solving capabilities

Process improvement and optimization expertise

Additional Requirements

Ability to work flexible hours as required for incident management

Experience working in a 24/7 operation environment

Strong understanding of IT security principles and practices

Knowledge of cloud services and modern IT architectures

Key Performance Areas

Incident resolution time and quality metrics

Customer satisfaction scores

Process compliance and documentation quality

Team coordination and effectiveness

Continuous improvement initiatives

Benefits

Competitive salary package

Health insurance coverage

Annual leave and paid holidays

Professional development opportunities

Transportation allowance

Housing allowance (as per company policy)

Working Hours

Standard working hours with flexibility required for incident management

On-call rotation may be required for critical incidents

Some weekend and holiday coverage may be necessary

Interested candidates should send their CV to: Ruksana@dicetekuae.com

DICETEK is an equal opportunity employer committed to creating a diverse and inclusive work environment.

About Us

Dicetek is a global IT Solutions and Services Company established in 2006 with its corporate headquarters in Singapore. We continue to expand our global network while providing value-added cost-effective consulting services to our clients. DICETEK has operational offices in India, UAE, Singapore & USA.

As a world-class company with a regional focus, we primarily concentrate on providing Information Technology Solutions and Professional Consulting Services, across different verticals like Banking & Financial Services, Telecom, Government, Oil & Gas, Logistics, Supply Chain, Real Estate & Manufacturing.

We have a solid reputation in the technology industry for providing excellent services to our clients. Our values are represented by our integrity, thought leadership, and commitment to maintaining a high-level of excellence in the constantly evolving world of Information Technology. We strive to build a long-lasting relationship with our customers and client satisfaction is our key performance indicator. We take pride in becoming a preferred partner for most of our clientele.