Incident Manager

The Incident Manager is responsible for leading the end-to-end coordination, communication, and resolution of high-severity incidents to minimize business disruption and ensure rapid service restoration.

Requirements

• Strong knowledge of ITIL principles, especially Incident, Problem, and Change Management.
• Good grasp of IT infrastructure, cloud platforms, networking, and application architecture to engage effectively with technical teams.
• Experience with tools like Datadog, Prometheus, Splunk, New Relic, or equivalent for real-time monitoring and incident detection.
• Proficiency in using platforms like PagerDuty, Opsgenie, ServiceNow, Jira, or similar for incident tracking and on-call management.
• Ability to lead post-incident reviews and document technical findings in clear, actionable reports.
• Experience creating and maintaining response playbooks and operational runbooks.
• Strong verbal and written communication skills for coordinating cross-functional teams and delivering updates to stakeholders.
• Ability to make sound, time-critical decisions under pressure during high-impact incidents.
• Competence in identifying incident patterns, performing trend analysis, and implementing process improvements.
• Knowledge of escalation protocols and experience coordinating with external service providers or vendors.
• Excellent written and oral English communication skills to successfully engage with customers and colleagues.

Benefits

• Opportunity to work for a dynamic international company with a flat hierarchical structure, where your voice matters and your impact is seen.
• The company will contribute up to EUR 25 per month towards staff perks
• A company bonus scheme applicable as per bonus scheme rules
• EUR equivalent salaries paid in EGP