Incident Manager
Job in
Dubai, Dubai, UAE/Dubai
Listed on 2026-03-15
Listing for:
Halian | Managed Services, Recruitment Agency & Contract Staffing
Full Time
position Listed on 2026-03-15
Job specializations:
-
IT/Tech
IT Support, Systems Analyst, IT Project Manager, IT Business Analyst
Job Description & How to Apply Below
- Visa & Medical: Provided (single status)
We are supporting a global technology consultancy in hiring an experienced Incident Manager (SAP) to be based onsite with a major retail end‑client in Dubai. This role is ideal for someone who thrives in fast-paced environments, excels in cross‑functional coordination, and has hands-on experience managing SAP incidents within large-scale AMS engagements.
As the Incident Manager, you will take ownership of monitoring, triaging, and driving timely resolution of incidents across SAP and its integrated applications, ensuring minimal business disruption and maintaining high levels of service quality.
Key Responsibilities- Oversee end-to-end management of P1–P4 incidents across SAP and integrated applications, ensuring fast and effective resolution.
- Coordinate with functional, technical, and infrastructure teams to ensure SLA adherence and manage escalations.
- Facilitate and lead incident bridge calls
, ensuring correct stakeholders are present and next actions are delivered. - Maintain accurate and detailed incident documentation, including progress updates, RCA contributions, and closure notes.
- Prepare and share daily/weekly incident dashboards
, KPIs, and trend analysis for internal and client governance. - Identify recurring issues and collaborate with Problem Management to drive long-term fixes.
- Manage internal and external stakeholder expectations with a proactive, structured, and solutions-oriented approach.
- Work closely with business/end users to ensure seamless communication and transparency throughout incidents.
- Proven experience as an Incident Manager in SAP environments.
- Hands-on experience managing SAP incidents within AMS teams of 50+ members
. - Strong SAP functional/technical understanding to effectively triage issues.
- Demonstrated experience handling business users and client stakeholders
, preferably onsite. - Excellent communication, coordination, and stakeholder management skills.
- Solid understanding of ITSM processes, incident lifecycle management, and RCA governance.
- Proactive, assertive, and capable of driving alignment across teams under pressure.
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