About this role
About KairostekAt Kairostek, we believe great technology starts with great people.
We foster a culture of innovation, collaboration, and continuous growth, empowering our team to make a meaningful impact while building solutions that shape the future. Our teams work across software engineering, artificial intelligence, cloud infrastructure, cybersecurity, digital products, payments technology, and technology operations to deliver scalable and innovative solutions for global organizations.
If you are passionate about technology, problem-solving, and continuous learning, we would love to hear from you.
About the Role The Incident Management Specialist will be responsible for ensuring the efficient resolution of IT service disruptions, minimizing business impact, and maintaining high levels of service availability. This role involves coordinating technical teams during critical incidents, managing communication with stakeholders, and implementing continuous improvement practices in a global environment.
Key Responsibilities
Stay on top of all major incidents and oversee the entire process from detection to resolution.
Facilitate bridge calls with relevant teams during major incidents and potential critical issues.
Maintain quality handling of Jira tickets from creation to closure, with constant follow-up on open tickets as necessary.
Maintain detailed incident records and ensure Post-Incident Reviews (PIRs) are conducted.
Collaborate with Problem Management to identify root causes and recurring issues.
Maintain awareness of all production activities and understand the impact of project deployments and change implementations on technical and business KPIs.
Engage leads and managers in continuously driving improvement within their teams.
Work closely with SRE and Service Desk to quickly identify issues that need to be escalated to relevant teams or third-party providers.
Ensure concise and accurate incident advisories are sent on time, and provide timely updates to Senior Management on major incidents.
Recommend or collaborate with managers and leads on Alert Policies and Rules in the Event Management System.
Coordinate major and minor incident investigations using Jira Service Management and service provider ticketing platforms.
Provide proper shift handovers and perform Team Lead administrative duties, including shift rotation scheduling.
Qualifications & Experience
Bachelor's degree in computer science or a related technical field.
3+ years of experience in Incident Management, Change and Problem Management within complex global IT environments.
Solid grounding in ITIL methodologies, end-to-end support, and related practices.
Proficiency with communication tools and platforms such as Slack, Statuspage, Skype, and others.
Experience working with incident management systems and network/infrastructure/application monitoring tools.
Exceptional business communication skills, both written and verbal.
Strong people management and organizational skills.
Critical thinker with sound judgment and the ability to remain decisive under pressure
What We OfferCompetitive compensation package.
Flexible and remote-friendly work environment.
Professional growth and development opportunities.
Exposure to international projects and teams.
Collaborative and inclusive company culture.
Opportunity to work with modern technologies and innovative solutions.
Equal Opportunity EmployerKairostek is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from qualified candidates regardless of race, ethnicity, gender, age, disability, religion, sexual orientation, or background.