OverviewThe Senior Process Specialist is accountable for overseeing the Incident Management process and ensuring that incidents are managed efficiently and in accordance with agreed service levels, as well as identifying and implementing improvements to the process. This position on the first line of defense of our platform processes excellence and driver of continual process enhancements. As part of a process management team, the process owner will report to the team manager and will work closely with other process owners and the ITSM Tooling team.Core42 is the UAE’s national-scale enabler for cloud and generative AI, combining G42 Group’s expertise across multiple technology disciplines into a single platform for public sector and large enterprise transformations. Building on our capabilities as sovereign cloud and HPC specialist, we bring generative AI, cybersecurity, professional and managed services expertise to enable national-scale program deployments across industries.Responsibilities Oversee the end-to-end incident management process, ensuring that incidents are managed efficiently and effectively in accordance with agreed service levels. Collaborate with cross-functional teams to ensure that incident management process is integrated with other IT service management processes. Define, document, and regularly review incident management policies, procedures, and guidelines. Develop and maintain metrics to measure the effectiveness of incident management process and provide regular reports to management. Identify opportunities for process improvement and work with relevant stakeholders to implement changes. Ensure compliance with relevant regulations, standards, and best practices. Facilitate communication and awareness of incident management process and procedures with stakeholders. Provide guidance and training to IT staff and business stakeholders on the incident Management process. Develop and implement key performance indicators (KPIs) and metrics to measure the effectiveness of the incident management process. Process and procedure documents are always updated and relevant to company goals and strategy. Ensure successful completion of company audits to maintain regulatory compliance and uphold industry standards. Qualifications Bachelor’s degree in IT, computer science or related field. Experience in IT service management, with a focus on incident management. Strong understanding of ITIL framework and related processes. ITIL certification. Strong analytical and problem-solving skills. Excellent written and verbal English communication and interpersonal skills. Ideally, you’ll also have Experience with cloud services and products. If you are a performance-driven, inquisitive mind with the agility to adapt to ambiguity, you will fit right in. You should be eager to explore opportunities to build meaningful collaborations with stakeholders and aspire to create unique customer-centric solutions. Bias for action and a passion to conquer new frontiers in the AI space is at the heart of the Core42 community.What Working At Core42 Offers Culture: An open, diverse and inclusive environment with a global vision that encourages personal growth and focuses on ground-breaking, industry-first innovations. Career: Outstanding learning, development & growth opportunities via structured training programs and innovative, high-tech projects. Work-Life: A hybrid work policy to strike the perfect balance between office and home. Rewards: A competitive remuneration package with a host of perks including healthcare, education support, leave benefits and more.If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.