Incident Manager – Emiratisation

About the role

Emirates is seeking an Incident Manager to lead its Technical Operations Centre (TOC). The role ensures that all TOC services meet agreed Service Level Objectives for Emirates Group IT and external clients, while continuously improving incident and operational management processes.

Key responsibilities

• Oversee daily TOC operations, ensuring compliance with departmental policies and service standards.
• Perform trend analysis on call volumes, emails, incidents, alerts, and scheduled tasks to optimise staffing and resource allocation.
• Champion and refine core processes including Incident Management, Operational Management, Monitoring Management, and inter‑departmental workflows.
• Train TOC staff regularly on incident and operational procedures.
• Participate in recruitment: justify staffing needs, coordinate with HR, shortlist candidates, and select suitable personnel for IM roles.
• Manage implementation of support for new IT products and services.

Required profile

• Minimum 5 years (60 months) of experience in IT operations, incident, or problem management.
• Strong leadership and process‑driving capabilities.
• Experience in a high‑volume, service‑oriented environment, preferably within aviation or large enterprises.

Required skills

• End‑user device operations
• Root cause analysis
• End‑user support
• IT Operations Management
• Service delivery
• CCNA certification
• MCSE certification
• ITIL framework
• IT infrastructure knowledge
• Incident Management
• Problem Management