About this role
Description:
If you are a responsible, proactive, and detail-oriented professional with a strong sense of ownership and a desire to work in a dynamic environment, this role is for you.
Ensure the investigation, resolution, prevention, and communication of incidents to relevant stakeholders. Act as the primary point of contact for Incident Management Specialists and ensure incidents are monitored and resolved within defined timelines and SLAs.
Responsibilities
• Investigate, resolve, prevent, and communicate incidents to relevant stakeholders
• Perform initial analysis, validation, and testing to identify incident root causes (technical, business logic, or configuration-related)
• Act as the primary point of contact for Incident Management Specialists and manage incidents within defined timelines
• Coordinate and manage the full lifecycle of incident tickets, from analysis through resolution, while acting as the primary communication bridge between Technical, Operations, and Product teams to ensure effective cross-functional collaboration, timely updates, and efficient incident resolution.
• Provide clear and timely updates on incident progress, resolution timelines, deviations, and ongoing activities
• Collaborate with Technical, IT, and Operational teams to analyze root causes and ensure resolution
• Prioritize urgent incidents, escalate unresolved issues, and ensure compliance with SLAs, policies, and procedures
• Prepare incident resolution and post-incident reports, including preventive recommendations
• Collaborate with Problem and Service Management teams, including Change- and Problem-type requests
• Stay informed about product and service updates and continuously share knowledge with colleagues
• Prepare daily, weekly, monthly, and ad-hoc reports and perform other duties assigned by the immediate supervisor
Requirements
• Bachelor’s Degree with at least 1 year of experience in service management, incident management, technical support, or a related field
• Excellent command of Armenian, English, and Russian languages
• Proficiency in MS Office, knowledge of development tools and JIRA is considered an advantage
• Strong knowledge of incident and service management processes
• Excellent written and verbal communication skills, with the ability to justify decisions and influence stakeholders
• High sense of responsibility, professional conduct, strong work ethics, and attention to detail
• Proactive, initiative-driven, analytical, and flexible mindset with the ability to work under pressure
• Strong time management, prioritization, organizational skills, and ability to handle multiple tasks simultaneously
• Willingness and ability to collaborate, support colleagues, and work effectively within cross-functional team