Incident Managers

The Role: Join our fast-growing team as enthusiastic Incident Managers, where your passion for problem-solving and your drive to excel will be highly valued.We are seeking a dedicated professionals who will be a part of the team that oversees and manages the entire incident resolution process within our well-established Group. In this pivotal role, you will serve as the primary point of contact during incidents, orchestrating seamless communication, coordination, and swift resolution of issues.By collaborating closely with our talented IT teams and key stakeholders, you will play a critical role in safeguarding our business operations and services by minimizing the impact of any incidents that may arise. The main responsibilities of the position include:Serve as the point of contact for production incidents and service disruptions within the organizationLead and coordinate the incident response process, ensuring that incidents are resolved in a timely and efficient mannerManage incident communications, including stakeholder notifications and status updatesEnsure that incidents are prioritized and escalated appropriately based on their impact and urgencyConduct post-incident reviews and implement process improvements to prevent similar incidents from occurring in the futureMonitor incident trends and develop recommendations for improvements to the incident management processProvide incident management training and guidance to IT teams and other stakeholders as neededWork on-call schedule rotation as required Main requirements:BSc/MSc in Computer Science, Information Technology, Engineering, or a related fieldAt least 2 years of experience in a similar positionExperience with incident monitoring and response platforms (e.g., Pagerduty, NewRelic, Zabbix, Elastic, etc.)Strong knowledge of incident management processes and best practicesExcellent communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levelsStrong analytical and problem-solving abilities, with a focus on root cause analysisAbility to work well under pressure and handle multiple incidents simultaneouslyThe following will be considered an advantage:Certifications such as ITIL Foundation, Certified Incident Manager (CIM)Familiarity with IT infrastructure, systems, networks, and applicationsExperience in Problem ManagementBenefit from:Attractive remuneration packageIntellectually stimulating work environmentContinuous personal development and international training opportunitiesType of employment: Full timePlease visit our website www.xm.com/careers to submit your online application for this position.All applications will be treated with strict confidentiality!