Receive all incidents reported by the Account Managers, Liaison Managers and Support teams;
Register and prioritize all incidents according to internal procedures;
Submit every incident to the appropriate team (the team with the capacity to solve the incident);
Negotiate with the appropriate parties the timeframe and resources necessary to solve each incident;
Make sure the incident is handled in accordance with its urgency and priority (if the case, make sure it’s included in the appropriate Sprint);
Follow up on each incident to make sure it is solved correctly and in a timely manner;
After the incident is reported as solved, test (where possible) to confirm;
Inform the teams that reported the incident that it was solved;
Handles reports, JIRA updates and any other related task.

Proven experience (minimum 2 years) in IT incident management, preferably in a complex, high-availability environment.
Strong understanding of ITIL framework and best practices for incident management.
Experience with incident management tools and systems (e.g., JIRA Service Management, ServiceNow).
Excellent analytical and problem-solving skills, with the ability to quickly assess and resolve incidents.
Strong communication and interpersonal skills, with the ability to effectively communicate with technical and non-technical stakeholders.
Ability to work under pressure and manage multiple incidents concurrently.
Experience in root cause analysis methodologies.
Knowledge of IT infrastructure components and technologies.
Experience with monitoring and alerting systems.
A proactive and customer-focused approach to incident management.
ITIL certification is a plus.
Technical University/Computer Science or a related field.

Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.
Enjoy a flexible hybrid work schedule after your first three months with us.
Benefit from two Free Fridays each year, limited to one per quarter.
Daily catered lunch or monthly lunch allowance.
Private Medical Subscription.
Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.
Our office perks include parking, on-site massages, and frequent team-building activities in various locations.
Amazing office space complete with its own pool and gym.

Incident Manager

Key skills