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