Operational Incident Manager
at Tamara Riyadh, Saudi Arabia Founded in 2020, Tamara empowers over 10 million people daily. We're pioneers, revolutionizing how people shop, pay and bank across the MENA region. We partner with thousands of merchants, from leading global and regional brands such as SHEIN, Jarir, Noon, IKEA, and H&M to small and medium businesses. Our rapid growth has resulted in success as we mark our Unicorn status. It's exciting, and this is just the beginning. It's more than a place to work; together, we are a customer-focused community, changing people's lives whilst achieving business results.
Your role
We are currently seeking a proactive and experienced Operational Incident Manager to join our team. In this role, you will oversee and coordinate the management of various incidents and operational disruptions. Your primary responsibility will be to manage the entire incident response lifecycle, ensuring swift response, effective resolution, and clear communication throughout.
As our Incident Manager, you will play a critical role in ensuring the organization's ability to respond to and recover from incidents efficiently. Your expertise will be essential in maintaining a resilient operational environment and minimizing the impact of incidents on our operations and stakeholders.
You are a driven, determined, curious team player, knowing that collective strength means we all win. With a positive outlook, you are solution-oriented–persevering regardless of circumstances, always finding a way through, no matter the challenges.
You will effectively find a way to work with everyone through empathy and respect. You will be driven and comfortable with responding quickly with urgency, with the ability to change course without losing momentum and energy, resulting in great success.
Your responsibilities
Incident Response Management:
Lead and manage the incident response process from identification to resolution. Coordinate with relevant teams to ensure appropriate resources are allocated for incident investigation and response. Assess and prioritize incidents based on severity, impact, and potential risks. Develop and implement incident response plans, procedures, and workflows. Conduct post-incident reviews to identify areas for improvement and implement necessary changes.
Incident Coordination and Communication:
Serve as the central point of contact for all incident-related communications. Coordinate with cross-functional teams, stakeholders, and external partners to ensure effective collaboration and communication during incident response. Provide regular and timely updates to management, stakeholders, and other relevant parties regarding incident status, impact, and resolution progress. Facilitate and lead conference calls, meetings, or war room sessions for incident response and resolution.
Incident Analysis and Reporting:
Conduct thorough analysis of incidents to identify root causes, contributing factors, and vulnerabilities. Prepare comprehensive incident reports, including detailed technical and non-technical information. Provide recommendations and guidance for remediation actions to prevent future incidents. Collaborate with relevant teams to implement corrective measures and controls based on incident findings.
Incident Escalation and Vendor Management:
Identify and escalate critical or high-impact incidents to appropriate management levels. Collaborate with external vendors, service providers, or third-party incident response teams as necessary. Maintain relationships with external parties to ensure effective incident management and support.
Training and Awareness:
Develop and deliver incident response training and awareness programs for internal teams. Stay updated on the latest incident management frameworks, methodologies, and best practices. Provide guidance and support to internal stakeholders on incident response procedures and protocols.
Your expertise
Bachelor's degree in a relevant field (or equivalent experience). Proven 5-8 years of experience in incident management, incident response, or a similar role . Strong knowledge of incident response frameworks, methodologies, and best practices. Familiarity with incident management tools and technologies. Excellent communication and interpersonal skills. Strong analytical and problem-solving abilities. Strong knowledge of the regulatory requirements in KSA and internationally Ability to work effectively under pressure and in fast-paced environments. Relevant certifications such as Certified Incident Handler (GCIH).
Join the revolution
Tamara is a vibrant hub of exceptional individuals worldwide, with over 40+ nationalities committed to working with the broadest talent pool possible. We're proud of the wealth of cultural backgrounds that shape our teams, ensuring every experience is acknowledged and celebrated.
We seek self driven individuals, fuelled by curiosity, ready to take control of their professional and personal development. We’re creating a place where possibilities are for the taking through career mobility, mentoring and cross-border collaboration. This approach has earned us a spot as one of the competitive tech companies to work for.
All qualified individuals are encouraged to apply.
