Incident Manager

Responsibilities :

- Investigate production issues raised by customers, Support, and Engineering.

- Work as a liaison between Support and Engineering to facilitate issue resolution, root cause analysis (RCA), and drive the implementation of learnings.

- Create and track progress of problem tickets in Jira.

- Create incident analysis reports with the support of the Engineering teams.

- Perform log file analysis with Datadog.

- Debugging of basic REST API calls for investigations.

- Execute SQL database queries to provide more information for investigations.

- Create and update knowledge base articles in Confluence.

- Participate in security audits (PCI DSS, ISO 27001 SOC2) and prepare supporting evidence.

Requirements :

- Working experience of at least 8 years in IT (SRE, developer, QA, or similar).

- University degree in a relevant field.

- Strong analytical, problem-solving, and collaboration skills.

- Basic understanding of the system's architecture of cloud-hosted applications.

- Data analysis skills - creating and interpreting dashboards to distinguish between real issues and false positives.

- Project management and documentation skills, such as Jira and Confluence.

- Excellent written and verbal communication skills in English.

- Knowledge of cloud, preferably AWS, infrastructure components.

- Experience with REST APIs and tools e. g. Postman.

- Experience with application logging/monitoring tools e. g. Kibana, Datadog.

- Experience with SQL, Linux, and Network environments.

- Willingness to learn new technical skills.

Nice-to-Have Skills :

- Understanding of basic ML concepts and LLMs.

- Experience with Git or a similar version control system.

- Experience with the agile software development process.

- Experience in Jenkins or a similar CI pipeline.

- Bash scripting for Linux.

- Basic skills in software development, e. g. Java, Python, JavaScript, Go.

- Experience with Docker and Microservices.

- Network and application security.

- Working within a PCI DSS environment.