# Incident Engineer (Operations Support)

> TAWANTECH · Riyadh, Saudi Arabia · Full-time · Posted 2026-09-21

**Workplace:** on_site

**Department:** IT

## Description

### 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

## Apply

[Apply at TAWANTECH](https://apply.workable.com/tawantech/j/8DA6467825/apply)

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