Incident Manager Team Lead

Are you a seasoned leader passionate about maintaining seamless operations and driving continuous improvement? We are seeking an exceptional Incident Manager Team Lead to spearhead our Incident and Problem Management functions. In this critical, hands-on role, you will be the strategic mind behind our major incident response, a meticulous leader in root cause investigations, and the architect of a robust problem management practice aimed at significantly reducing future incidents and downtime. You’ll lead and empower our Incident and Problem Management teams, cultivate best-in-class ITIL processes, and foster seamless collaboration across service desk, SRE, and engineering teams, ensuring unparalleled service stability and swift issue resolution.

As a pivotal leader in our operations, your core responsibilities will include:

• Lead Major Incident Response: Take command of P1-P3 incidents, coordinating swift, effective, and efficient resolution to minimize business impact. Serve as the primary escalation point, providing clear direction to support and technical teams under pressure.
• Drive Problem Management: Champion root cause analysis (RCA) and problem resolution following incidents, meticulously documenting findings and implementing robust corrective and preventive actions. Strategically build and mature our Problem Management function, establishing streamlined processes for problem logging, in-depth analysis, and long-term resolution.
• Process Excellence & Reporting: Maintain and enhance incident and problem workflows within Jira Service Management (JSM), ensuring accurate tracking, transparent reporting, and continuous optimization. Prepare clear, actionable post-incident reports and facilitate constructive ‘lessons learned’ sessions to foster organizational growth.
• Performance & Collaboration: Develop, monitor, and report on key performance indicators (KPIs) for incident response, problem resolution, and overall service stability. Collaborate closely with Service Desk, Site Reliability Engineering (SRE), and other engineering teams to ensure seamless handovers, efficient communication, and integrated problem-solving.
• Service Improvement & Risk Mitigation: Actively contribute to broader service improvement initiatives and strategic risk mitigation efforts across our entire technology landscape, driving a culture of proactive reliability.

What You Bring to the Team:

We’re seeking a leader who brings:

• Proven experience (5+ years) in IT incident management, operations, or a related support function, with at least 2 years in a dedicated team lead or managerial role.
• Strong foundational and practical expertise in ITIL frameworks; ITIL Foundation or higher certification is essential.
• Demonstrated ability to coordinate high-pressure incident response and expertly drive root cause analysis to resolution.
• Hands-on experience with Jira Service Management (JSM), particularly in configuring and managing incident/problem workflows and robust reporting.
• Exceptional analytical, meticulous documentation, and clear communication skills.
• Fluent English (both written and spoken) is required for effective international collaboration.
• Strong leadership and team-building capabilities, coupled with a proactive, practical, and resilient mindset.

Bonus Points if You Also Bring:

• Experience in establishing, scaling, or significantly maturing a Problem Management function within a fast-paced, tech-driven environment.
• Background working effectively with B2B clients and leading or collaborating with diverse international teams.
• Extensive exposure to advanced post-incident review practices and continuous improvement methodologies.
• Proven experience with major incident communications and high-stakes stakeholder management.

Why You’ll Thrive With Us:

Beyond the exciting challenges, youll discover an environment where your contributions are celebrated and your well-being is prioritized. We offer:

• A Culture of Respect and Belonging: We believe great work happens when everyone feels seen, heard, and valued.
• Inclusive and Diverse Environment: Different voices make us stronger. We celebrate who you are and what you bring to the table.
• Growth-Driven Mindset: Your development matters. We invest in your learning and career advancement every step of the way.
• Comprehensive Health Insurance: Your well-being comes first. Enjoy peace of mind with robust medical coverage.
• Fully Covered Meal Expenses: Fuel your day with delicious meals, on us.
• Premium Gym Partnerships: Stay active and healthy with access to top-tier fitness facilities through our exclusive wellness partners.