Incident Manager
HybridJob Overview
We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.
We are seeking a proactive and experienced Incident Manager with a strong background in Incident Management, Business Analysis, and Project Management. This role is key to ensuring prompt and effective incident resolution while driving continuous improvement and automation of incident management processes. The successful candidate will help uphold the organization’s commitment to operational excellence and an exceptional customer experience.
We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.
We are seeking a proactive and experienced Incident Manager with a strong background in Incident Management, Business Analysis, and Project Management. This role is key to ensuring prompt and effective incident resolution while driving continuous improvement and automation of incident management processes. The successful candidate will help uphold the organization’s commitment to operational excellence and an exceptional customer experience.
What you'll be working on:
- Promptly identify, categorizing, and managing incidents to ensure minimal service disruption.
- Coordinating cross-functional teams for swift incident resolution.
- Conducting post-incident reviews, documenting lessons learned, and initiating corrective and preventive actions.
- Investigating problems in detail to identify root causes and implement permanent solutions.
- Driving continuous improvement by learning from past incidents and problems — updating processes, enhancing IT infrastructure, etc.
- Automating recurring incident management tasks, including the generation of monthly IM reports.
- Providing real-time metrics and insights to aid data-driven decision-making.
- Continuously exploring automation opportunities to enhance efficiency and accuracy.
- Developing and refining flowcharts and process documentation to ensure clarity in incident management operations.
- Formulating and updating incident management policies in line with evolving organizational needs.
- Leading projects focused on process improvements, tool enhancements, and other strategic initiatives within the incident management domain.
- Coordinating effectively with stakeholders across departments to ensure alignment with business objectives.
- Proactively analyzing incident trends to identify risks and recommend preventive measures.
- Staying informed on industry best practices and promote the adoption of relevant methodologies within the team.
About you:
- 5+ years’ experience in globally dispersed Service Management teams.
- 3+ years of proven experience in Incident Management in a fintech environment.
- Experience in business analysis and process mapping.
- Project management experience with the ability to lead and execute projects.
- Strong technical acumen with the ability to automate processes using relevant tools and technologies.
- Exceptional communication, coordination, and stakeholder management skills.
- Strong analytical and problem-solving capabilities.
- Excellent written and spoken English.
What you will get in return:
• Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated.
• Work-Life Harmony: Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock. #LI-Hybrid
• Annual Performance Bonus: Your hard work doesn’t go unnoticed! Celebrate your achievements with a well-deserved annual bonus tied to your performance.
• Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry.
• Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team.
• Comprehensive Health & Pension Benefits: From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks!
• Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!
• Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community.