Manager - Command Center

Qiddiya Investment Company, a pioneering force in innovative real estate developments, is looking for a dedicated and strategic Manager - IT Command Center to join our dynamic team. In this critical role, you will be responsible for overseeing the IT Command Center operations, ensuring seamless monitoring, incident management, and service delivery for the organization. Your leadership will be key to enhancing our IT incident response and operational efficiency.

Responsibilities

• Supervise, guide, and support the team while ensuring they have the necessary resources to effectively monitor and address operational issues.
• Manage staffing levels and shift schedules to provide continuous operational support around the clock.
• Conduct regular performance evaluations, offering ongoing feedback and opportunities for professional development to team members.
• Oversee the command center's response to critical incidents and outages, ensuring swift resolutions and effective communication with all affected teams.
• Establish and uphold escalation protocols to guarantee that incidents are prioritized and resolved according to their severity.
• Continuously evaluate and improve operational processes and procedures to enhance efficiency and reliability within the system.
• Identify and introduce new monitoring tools and technologies to improve incident detection and response times.
• Track and report on key performance indicators (KPIs), such as system uptime, incident response times, and root cause analyses of major outages.
• Provide regular updates and performance analysis to senior management, presenting data-driven recommendations for enhancements.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 6+ years of experience in IT operations, incident management, or service delivery roles.
• Strong understanding of ITSM Process and incident management processes.