Mondia Group

Incident Manager

Join Mondia Group in Cairo as an Incident Manager. Lead high-severity incident resolution using ServiceNow and ITIL principles. 5+ years IT experience required.

Department - JobBoardly X Webflow Template
Consulting
Job Level - JobBoardly X Webflow Template
Mid-Level
ServiceNow Role Type:
ServiceNow Modules:
Department - JobBoardly X Webflow Template
Change Management
Department - JobBoardly X Webflow Template
IT Service Management
ServiceNow Certifications (nice to have):

Job description

Date - JobBoardly X Webflow Template
Posted on:
 
July 16, 2025

The Incident Manager is responsible for leading the end-to-end coordination, communication, and resolution of high-severity incidents to minimize business disruption and ensure rapid service restoration.

Requirements

  • Strong knowledge of ITIL principles, especially Incident, Problem, and Change Management.
  • Good grasp of IT infrastructure, cloud platforms, networking, and application architecture to engage effectively with technical teams.
  • Experience with tools like Datadog, Prometheus, Splunk, New Relic, or equivalent for real-time monitoring and incident detection.
  • Proficiency in using platforms like PagerDuty, Opsgenie, ServiceNow, Jira, or similar for incident tracking and on-call management.
  • Ability to lead post-incident reviews and document technical findings in clear, actionable reports.
  • Experience creating and maintaining response playbooks and operational runbooks.
  • Strong verbal and written communication skills for coordinating cross-functional teams and delivering updates to stakeholders.
  • Ability to make sound, time-critical decisions under pressure during high-impact incidents.
  • Competence in identifying incident patterns, performing trend analysis, and implementing process improvements.
  • Knowledge of escalation protocols and experience coordinating with external service providers or vendors.
  • Excellent written and oral English communication skills to successfully engage with customers and colleagues.

Benefits

  • Opportunity to work for a dynamic international company with a flat hierarchical structure, where your voice matters and your impact is seen.
  • The company will contribute up to EUR 25 per month towards staff perks
  • A company bonus scheme applicable as per bonus scheme rules
  • EUR equivalent salaries paid in EGP

Requirements Summary

Bachelor’s degree in IT plus 5+ years of relevant industry experience