SIAM Incident Manager

Valleysoft | Center of Excellence is a regional IT services provider based in Riyadh, serving clients globally since 2006. The company collaborates with global partners like IBM to address diverse business and technical challenges, from enterprise application development to process management. Valleysoft's vendor-neutral and process-oriented approach, coupled with operational maturity, ensures high-quality and cost-effective services for clients.

Valleysoft | Center of Excellence is looking for a dedicated and experienced SIAM Incident Manager to join our team. In this role, you will play a crucial part in managing incidents across multiple services and stakeholders within a Service Integration and Management (SIAM) environment, ensuring that incidents are resolved effectively and efficiently while maintaining high levels of service quality.

The ideal candidate will have a strong background in incident management within a SIAM framework, excellent leadership skills, and a proactive approach to problem-solving. You will work closely with various internal teams and third-party service providers to coordinate incident resolution, identify trends, and implement improvements. If you thrive in a dynamic environment and are passionate about delivering exceptional service, we want to hear from you!

Responsibilities

• Manage the incident management lifecycle for all SIAM-managed services, ensuring timely resolution of incidents.
• Act as the primary point of contact for all incident-related queries and escalations.
• Coordinate incident recovery efforts across multiple service providers and internal teams.
• Facilitate incident triage meetings to prioritize incidents based on business impact.
• Analyze incident data to identify trends and proactively recommend improvements to reduce future incidents.
• Ensure adherence to incident management processes and practices in line with ITIL guidelines.
• Prepare regular reports on incident performance and present findings to management and stakeholders.
• Contribute to the ongoing improvement of incident management processes and tools.
• Conduct training sessions for teams on incident management best practices and procedures.
• Support major incident resolutions, ensuring all stakeholders are informed and involved as necessary.

Requirements

• Bachelor's or Master’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 8 years of experience in incident management, specifically within a SIAM environment.
• Strong understanding of ITIL frameworks and incident management best practices.
• Proven experience in managing incidents across multiple services and stakeholders.
• Excellent leadership, communication, and interpersonal skills.
• Ability to analyze incidents effectively and propose actionable solutions.
• Experience with incident management tools and software.
• Strong organizational skills, with the ability to manage multiple priorities and deadlines.
• Relevant certifications in incident management (e.g., ITIL) are a Must.
• Customer-focused orientation with a desire to enhance service delivery.

Skills:

• Expertise in incident management processes and procedures.
• Ability to lead incident response efforts across diverse teams.
• Strong analytical skills for identifying trends and root causes.
• Commitment to continuous improvement in service delivery.
• This role aligns with the Incident Management practice to restore normal service operation as quickly as possible. The manager acts as the single point of coordination for all major incidents, ensuring seamless collaboration across all external service providers to minimize business impact and contribute to the "ITSM" value chain activity.