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Location: Abu Dhabi
Duration: Yearly renenwable contract
Role Purpose
Responsible for managing end-to-end incident operations across digital platforms under the MSP model, ensuring SLA compliance, major incident coordination, 24×7 operational monitoring, escalation management, and service restoration aligned with ITIL and ITSM standards.
Key Responsibilities
Manage P1/P2 major incidents and war-room coordination
Lead incident triage and operational troubleshooting activities
Coordinate between L1, L2, L3, vendors, and infrastructure teams
Ensure timely service restoration and business continuity
Manage NOC monitoring activities and 24×7 operational coverage
Monitor alerts, events, health checks, and availability dashboards
Drive Root Cause Analysis (RCA) activities and maintain KEDB
Prepare daily, weekly, and monthly operational reports
Develop SOPs, runbooks, and knowledge articles
Required Skills & Experience
Strong ITIL and ITSM experience
Experience managing L2 support and NOC operations
Strong incident management and escalation handling skills
Experience with SLA/KPI governance and reporting
Experience in enterprise or government managed services environments