The Role:

Join our fast-growing team as an enthusiastic Incident Manager, where your passion for problem-solving and your drive to excel will be highly valued.

We are seeking a dedicated professional 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 organization
• Lead and coordinate the incident response process, ensuring that incidents are resolved in a timely and efficient manner
• Manage incident communications, including stakeholder notifications and status updates
• Ensure that incidents are prioritized and escalated appropriately based on their impact and urgency
• Conduct post-incident reviews and implement process improvements to prevent similar incidents from occurring in the future
• Monitor incident trends and develop recommendations for improvements to the incident management process
• Provide incident management training and guidance to IT teams and other stakeholders as needed
• Work on-call schedule rotation as required

Main requirements:

• BSc/MSc in Computer Science, Information Technology, Engineering, or a related field
• At least 2 years of experience in a similar position
• Experience with incident monitoring and response platforms (e.g., Pagerduty, NewRelic, Zabbix, Elastic, etc.)
• Strong knowledge of incident management processes and best practices
• Excellent communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels
• Strong analytical and problem-solving abilities, with a focus on root cause analysis
• Ability to work well under pressure and handle multiple incidents simultaneously

The following will be considered an advantage:

• Certifications such as ITIL Foundation, Certified Incident Manager (CIM)
• Familiarity with IT infrastructure, systems, networks, and applications
• Experience in Problem Management

Benefit from:

• Attractive remuneration package
• Food allowance
• Intellectually stimulating work environment
• Continuous personal development and international training opportunities

Type of employment: Full time

Location: Cyprus, Greece or remote

Please visit our website www.xm.com/careers to submit your online application for this position.

All applications will be treated with strict confidentiality!