Act as incident commander for assigned incidents: coordinate resolution, communication, and timelines across teams
Provide 3rd-line support by conducting deep-dive investigations for escalations requiring strong technical troubleshooting
Maintain accurate records of problems and known errors, ensuring timely and high-quality root cause analyses (RCA)
Translate RCAs into actionable remediation tasks, agree priorities with stakeholders and track execution through to verification
Improve monitoring and alerting: tune Grafana/Kibana/Sentry signals and PagerDuty routing to reduce alert fatigue and catch regressions earlier
Create and maintain operational runbooks and known-issues articles to improve support and incident response speed

1+ year experience in incident management, production support, or tech support
Comfortable working in Jira-based workflows, with experience coordinating work across multiple stakeholders
Hands-on experience with observability tools, such as Kibana/ELK, Grafana, and Sentry; familiarity with PagerDuty is a strong plus
SQL proficiency: ability to write and optimise queries using SELECT, JOIN, and GROUP BY
Basic programming literacy: write simple scripts and work with HTTP and JSON (e.g., make requests, interpret responses)
Good practical understanding of web fundamentals and where failures typically occur
Clear communication and structured thinking; able to operate with incomplete information and drive closure
Confident written and reading proficiency in English for technical documentation
Awareness of compliance requirements in fintech environments (PCI DSS, SOC 2, DORA)

Junior Problem Manager

Key skills