Incident Manager

منذ 4 أيام

Sharjah city, Sharjah, الإمارات العربية المتحدة Manpower Middle East دوام كامل
Our client, a leading organization in Retail Technology / IT Services, is seeking a Incident Manager – Retail IT to join their team. Reports to the IT Service Delivery Manager. The ideal candidate will bring creativity, collaboration, and strong Retail Systems Management, Retail Store Infrastructure, Networking (LAN/WAN), ServiceNow ITSM, Incident Management, ITIL Foundation, Root Cause Analysis, Stakeholder Communication, Problem Solving skills that align successfully with the organization's needs. About the Requirements Log, classify, and prioritize incidents in ServiceNow according to defined SLAs. Coordinate with store technology, networking, and application teams to resolve incidents within agreed timeframes. Conduct root cause analysis and document lessons learned to prevent recurrence. Maintain accurate incident records and produce regular status reports for management. Escalate complex incidents to senior technical staff and ensure timely resolution. Collaborate with change management to assess impact of planned changes on incident trends. Participate in on‐call rotations and provide 24/7 support coverage as required. Identify and recommend process improvements to enhance incident response efficiency. About You Bachelor's degree in Computer Science, Information Technology, or a related field. ServiceNow Certified System Administrator (preferred). Demonstrated ability to manage incidents in a retail or high‐availability environment.