Summary
TAWANTECH is seeking an Incident Engineer in Riyadh to coordinate major and critical incidents from recognition through resolution. The role includes managing escalation workflows, incident communications, service restoration, and post-incident reviews with Root Cause Analysis and lessons learned. The engineer will track follow-up actions, analyze recurring incidents, and prepare reports and KPI measurements to improve operations. At least 5 years of experience in Incident Management and Major Incident Management is required; banking or other regulated-environment experience is preferred.
The posting
As published on tawantech.sa. Pulled from the employer's site and shown as they wrote it.
Role Summary:
The Incident Engineer will coordinate and manage major and critical incidents, ensuring rapid restoration of service, escalation control, effective communication, and follow-up actions including RCA and lessons learned.
Key Responsibilities:
- Manage and coordinate major and critical incidents end-to-end to minimize business impact
- Facilitate incident bridge calls, command center communications, and escalation workflow
- Ensure rapid escalation, engagement, and coordination across infrastructure, application, database, network, security, and vendor support teams
- Monitor incident lifecycle (recognition → mitigation → resolution) and ensure escalation timelines align to SLAs
- Provide real-time incident status updates to technical teams and management stakeholders
- Coordinate post-incident reviews including Root Cause Analysis (RCA) and lessons learned sessions
- Ensure action tracking and follow-up closure based on RCA findings
- Analyze incident trends, recurrence patterns, and operational risks; recommend improvements
- Ensure correct incident categorization, prioritization, ownership assignment, and documentation
- Support Problem Management activities for recurring incidents and assist with performance improvements
- Develop incident management reports, dashboards, and KPI measurements supporting operational improvements
- Drive reduction of recurring incidents and improve MTTR through proactive incident management
- Ensure compliance with bank operational procedures, regulatory requirements, and ITSM governance during incident handling
Requirements
Skills & Experience Requirements:
- Minimum 5 years experience in Incident Management and Major Incident Management
- Strong understanding of IT Operations and ITSM processes
- Proven experience coordinating critical incidents and stakeholder communications
- Experience in Root Cause Analysis (RCA) and incident management documentation
- Strong leadership, communication, and escalation management skills
- Experience in banking or highly regulated environments preferred