IT Incident Specialist

JOB PURPOSE / ROLE:

Technical responsible for managing, investigating, and resolving IT incidents in compliance with SAMA regulations and service levels.

AREAS OF RESPONSIBILITY:

Policies, Processes & Procedures

1. Follows all relevant functional policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.

Day-to-day operations

1. Monitor and respond to IT incidents affecting organizational Systems/Assets.
2. Process incidents through IT service desk platform with complete documentation.
3. Perform root cause analysis and implement technical solutions.
4. Create incident records with reference numbers, timestamps, and classifications.
5. Coordinate incident resolution with IT teams within service levels.
6. Maintain incident evidence and system logs for compliance and BCM.
7. Conduct post-incident analysis and document lessons learned.
8. Track incident metrics and SLA compliance.
9. Monitor critical systems for customer-impacting issues.
10. Assess incident impact on finance, data, customers, and reputation.
11. Manage incident escalations per defined procedures.

Safety, Quality & Environment

1. Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.

Reporting

1. Supervise in the preparation of timely and accurate reports of SIMAH to meet company and department requirements, policies, and standards.

Related Assignments

1. Performs other related duties or assignments as directed.

QUALIFICATIONS & EXPERIENCE:

Minimum Qualifications:

1. Bachelors in IT, Computer Science, or related field.
2. ITIL Foundation preferred.

Minimum Experience:

1. 3-4 years incident management experience.
2. Documentation expertise.

Language:

1. English: Advanced.

TECHNICAL KNOWLEDGE AREAS:

1. IT service management platforms.
2. Incident tracking systems.
3. Technical documentation.
4. Root cause analysis.

CORE COMPETENCIES:

1. Communication & Openness: Openly & proactively sharing relevant knowledge, information & understanding with others. Using written & spoken word to share or collect information & exchange ideas.
2. Integrity, Trust & Ethics: Behaving in an honest, fair & ethical manner. Showing consistency with SIMAH's values in words & actions.
3. Teamworking & Cooperation: Working cooperatively with others from across departments towards the achievement of SIMAH's strategic goals.