JOB DESCRIPTION / ROLE
Responsibilities:
Manage and coordinate high-priority (P1 & P2) incidents, including initiating and leading bridge calls until resolution.
Drive problem and knowledge management processes with a proactive and analytical approach.
Initiate problem management for all P1 and P2 tickets, ensuring proper documentation and follow-up.
Validate incident reports for accuracy and ensure timely delivery of root cause analysis (RCA).
Identify potential problems proactively to prevent service disruptions.
Maintain comprehensive records of all problem management activities in the problem management tool and keep the known error database (KEDB) up to date.
Perform trend analysis on critical services and historical incidents to detect recurring issues or areas for improvement.
Support the continuous improvement of operational effectiveness and efficiency in the problem management process.
Contribute to the knowledge management function by capturing, creating, and maintaining knowledge articles.
Ensure that the knowledge base is effectively utilized and regularly updated.
Qualifications:
Minimum 1–2 years of experience in problem and/or knowledge management.
Minimum 1–2 years of experience handling major incident calls.
Strong understanding of IT service management processes and methodologies.
ITIL certification is required.
Experience with ServiceNow or similar ticketing tools is an added advantage.
Excellent communication and coordination skills.
Proactive, analytical, and detail-oriented mindset.
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