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Major Incident Manager (m/f/d)
Contract
Abu Dhabi, United Arab Emirates
13.06.2025
Job Title: Major Incident Manager
Location: Abu Dhabi, United Arab Emirates
Role Overview:
The Major Incident Manager (MIM) is responsible for the end-to-end coordination and resolution of high-impact IT incidents (Priority 1 and 2), ensuring minimal disruption to business operations. This role acts as the central point of contact during major incidents, driving rapid resolution through cross-functional collaboration, structured communication, and adherence to ITIL-aligned processes.
Key Responsibilities:
Incident Command & Coordination
Required Qualifications:
Preferred Qualifications:
Halian Group:
With over 28 years of experience, we have come to understand that innovation is the only way to provide agile, practical solutions that transform businesses and careers.
Our resourcing and smart services help you to realize tomorrow’s potential. Discover the amazing things possible when you bring the right people and the right technologies together.
At Halian, we recognize that diversity, equity, and inclusion (DEI) are essential to building high-performing teams for our clients. We are committed to connecting organizations with top talent from all backgrounds, ensuring that every individual feels valued, respected, and empowered to contribute their unique perspectives. We encourage applications from all qualified candidates, regardless of race, gender, disability, or any other characteristic that makes them unique. By fostering diverse and inclusive workplaces, we help our clients drive innovation, enhance collaboration, and better reflect the communities they serve.
#LI-CA1
Location: Abu Dhabi, United Arab Emirates
The Major Incident Manager (MIM) is responsible for the end-to-end coordination and resolution of high-impact IT incidents (Priority 1 and 2), ensuring minimal disruption to business operations. This role acts as the central point of contact during major incidents, driving rapid resolution through cross-functional collaboration, structured communication, and adherence to ITIL-aligned processes.
Incident Command & Coordination
- Lead the response to all declared major incidents, ensuring swift triage, escalation, and resolution
- Activate and manage technical bridges, engaging resolver groups, vendors, and stakeholders as needed
- Maintain real-time situational awareness and ensure accurate documentation of incident timelines and actions
- Serve as the primary communication channel for internal and external stakeholders during major incidents
- Issue timely updates using predefined templates via email, Teams, and other channels
- Coordinate with service delivery managers, business owners, and leadership to align on impact and recovery expectations
- Ensure adherence to the Major Incident Management SOP and promote compliance across teams
- Conduct post-incident reviews (PIRs), root cause analysis (RCA), and contribute to problem management
- Identify trends and recommend improvements to reduce incident frequency and resolution time
- Work closely with L2/L3 support, application owners, and infrastructure teams to expedite resolution
- Escalate unresolved issues to senior leadership or invoke disaster recovery protocols when necessary
- Bachelor’s degree in Computer Science, Information Systems, or related field.
- 5+ years of experience in IT operations or service management, with at least 2 years in a major incident or command center role.
- Strong knowledge of ITIL frameworks, especially Incident, Problem, and Change Management.
- Experience with ServiceNow or similar ITSM platforms.
- Excellent communication, leadership, and crisis management skills.
- ITIL v4 Foundation or Intermediate certification.
- Experience in managing incidents in hybrid cloud environments (Azure, AWS).
- Familiarity with TAMM platforms, UAE government digital services, or similar public sector environments
Halian Group:
With over 28 years of experience, we have come to understand that innovation is the only way to provide agile, practical solutions that transform businesses and careers.
Our resourcing and smart services help you to realize tomorrow’s potential. Discover the amazing things possible when you bring the right people and the right technologies together.
At Halian, we recognize that diversity, equity, and inclusion (DEI) are essential to building high-performing teams for our clients. We are committed to connecting organizations with top talent from all backgrounds, ensuring that every individual feels valued, respected, and empowered to contribute their unique perspectives. We encourage applications from all qualified candidates, regardless of race, gender, disability, or any other characteristic that makes them unique. By fostering diverse and inclusive workplaces, we help our clients drive innovation, enhance collaboration, and better reflect the communities they serve.
#LI-CA1