Incident Manager

Responsibilities:

• Incident Coordination & Management:
  • Act as the primary point of contact and coordinator for assigned incidents, from initial detection through resolution.
  • Assess incident severity and impact, determining appropriate escalation paths and response teams.
  • Facilitate incident resolution by coordinating efforts between various technical teams (e.g., engineering, operations, network, security, vendor support).
  • Ensure all incident activities, communications, and status updates are accurately documented in the incident management system - JIRA Service Management
• Communication & Reporting:
  • Develop and disseminate timely, clear, and concise communications to relevant stakeholders, including internal teams, management, and potentially affected customers.
  • Provide regular updates on incident status and progress - Atlassian Status Page
  • Prepare incident reports and summaries for review by management.
• Process Adherence & Improvement:
  • Adhere to established incident management processes, procedures, and service level agreements (SLAs).
  • Identify opportunities for process improvements to enhance the efficiency and effectiveness of incident response.
  • Contribute to the development and refinement of incident runbooks and playbooks.
• Problem Identification & Prevention:
  • Work closely with problem management and other teams to identify root causes of recurring incidents.
  • Contribute to efforts aimed at preventing future incidents by documenting findings and suggesting preventative measures.
• On-Call Rotation:
  • Participate in an on-call rotation to provide 24/7 incident coverage as required.

Qualifications:

• Experience:
  • 3 years of experience in IT operations, technical support, or a similar role, with a strong focus on incident management.
  • Proven experience coordinating technical teams during critical incidents.
• Technical Aptitude:
  • Solid understanding of common IT infrastructure components (e.g., servers, networks, databases, cloud platforms).
  • Ability to quickly grasp technical concepts and understand the potential impact of incidents on various systems.
  • Experience with incident management tools (e.g., ServiceNow, PagerDuty, Opsgenie, JIRA Service Management).
• Soft Skills:
  • Excellent written and verbal communication skills, with the ability to convey complex technical information clearly to both technical and non-technical audiences.
  • Strong organizational skills and the ability to manage multiple priorities simultaneously in a fast-paced environment.

Working with us means:

• An open atmosphere and vibrant team life without unnecessary bureaucracy or dress code;
• Medical insurance with extended coverage after the probation period;
• Coverage for conference participation, discounts for English language courses, and access to educational platforms (Coursera, Udemy);
• Internal meetups: lightning & thunder talks;
• High-performance equipment and additional monitors for productive work;
• Class “A” office in the city center
• A multicultural team (Georgia, Russia, Poland, Kazakhstan, Kyrgyzstan, Ukraine, Tajikistan);
• Referral program "Bring a Friend" with bonus opportunities;
• Coffee points for snacks at any time;
• Team-building and sports events that foster team spirit.