Incident Management Specialist \ We are seeking a skilled Incident Management Specialist to lead and manage a team of IT support engineers in a 24/7 environment. This role involves ensuring proper team scheduling and coverage, optimizing shifts to maintain continuous support. \ The ideal candidate will have 3+ years of experience in Project Manager roles with a proven track record of managing IT support teams. They should also have strong knowledge of incident management, ticketing systems (e.g., Jira), and escalation processes. \ In this role, you will be responsible for tracking KPIs and SLAs, providing regular performance reports and insights. You will also act as the main escalation point for high-priority issues affecting platform stability and performance. \ Key responsibilities include: \ \ - Leading and managing a team of Jr./Mid-Level IT Support Engineers \ - Ensuring proper team scheduling and coverage \ - Tracking KPIs and SLAs \ - Acting as the main escalation point for high-priority issues \ - Collaborating with DevOps and Engineering teams \ - Overseeing and improving incident management workflows \ - Organizing postmortem reviews for major incidents \ - Continuously enhancing support processes \ - Serving as a bridge between the support team and other business units \ - Defining and tracking performance metrics \ - Excellent organizational and team leadership skills \ - Strong communication and stakeholder management abilities \ - Experience with postmortem analysis and continuous improvement initiatives \ - Familiarity with DevOps processes and cloud platforms (nice to have) \ - Experience implementing automation for support processes (nice to have) \ - Previous experience working with distributed/remote teams (nice to have) \ - Upper-Intermediate English level \ - Bonus: experience working across multiple clients and with an agency \ - Bonus: familiarity with e-commerce platforms & pure retail brands \ - Bonus: experience working with technical support for e-commerce platforms & pure retail brands \ - Bonus: ability to define and track performance metrics (KPIs, SLAs, MTTR, etc.) \ - Bonus: Excellent organizational and team leadership skills \ - Bonus: Strong communication and stakeholder management abilities \ - Bonus: Experience with postmortem analysis and continuous improvement initiatives \ - Bonus: Familiarity with DevOps processes and cloud platforms \ - Bonus: Experience implementing automation for support processes \ - Bonus: Previous experience working with distributed/remote teams \ - Bonus: Upper-Intermediate English level \ - Bonus: Competitive compensation: We match your ever-growing skills, talent, and contributions with competitive USD-based budgets for education, fitness, and team activities \ - Bonus: Professional growth: Accelerate your professional journey with mentorship, TechTalks, and personalized growth roadmaps \ - Bonus: A selection of exciting projects: Join projects with modern solutions development and top-tier clients that include Fortune 500 enterprises and leading product brands \ - Bonus: Flextime: Tailor your schedule for an optimal work-life balance by having the options of working from home and going to the office – whatever makes you the happiest and most productive \ - Bonus: Your application doesn't end here To unlock the next steps check your email and complete your registration on our Applicant Site The incomplete registration results in the termination of your process \