Incident Manager

As Incident Manager IV, you will be the link between our Support, Engineering and Infrastructure teams. You will enable a better experience for our customers by organizing and driving the investigation of production issues in our application, which is a SaaS product consisting of Spring based microservices, ML models and data pipelines hosted within the AWS infrastructure, and report on these to Engineering, Support and other stakeholders. In doing so, you will also have a positive impact on the quality of the product. We are looking for somebody who is passionate about product quality, has extreme customer empathy, and is constantly looking to improve the quality of our services.This is an engineering position, not a management position.Role Value:Your work will directly contribute to greater customer satisfaction by providing information about product issues in a timely manner. You will also help our Sales teams by answering technical questions about our infrastructure in customer RFP’s.Key ResponsibilitiesInvestigate production issues raised by customers, Support and EngineeringWork as a liaison between Support and Engineering to facilitate issue resolution, root cause analysis (RCA), and drive the implementation of learningsCreate and track progress of problem tickets in JiraCreate incident analysis reports with the support of Engineering teamsPerform log file analysis with DatadogDebugging of basic REST API calls for investigationsExecute SQL database queries to provide more information for investigationsCreate and update knowledge base articles in ConfluenceParticipate in security audits (PCI DSS, ISO 27001, SOC2) and preparing supporting evidence Skills & QualificationsMust-Have Skills:Working experience of at least 8 years in IT (SRE, sysadmin, developer, QA, technical support, or similar)University degree in a relevant fieldStrong analytical, problem-solving and collaboration skillsBasic understanding of systems architecture of cloud hosted applicationsData analysis skills - creating and interpreting dashboards to distinguish between real issues and false positivesProject management and documentation skills such as Jira and ConfluenceExcellent written and verbal communication skills in EnglishKnowledge of cloud, preferably AWS, infrastructure componentsExperience with REST APIs and tools e.g. PostmanExperience with application logging/monitoring tools e.g. Kibana, Datadog;Experience with SQL, Linux & Network environmentsWillingness to learn new technical skillsNice-to-Have Skills:Understanding of basic ML concepts and LLM’sexperience with Git or similar version control systemexperience with agile software development processJenkins or similar CI pipelineBash scripting for Linuxbasic skills in software development e.g. Java, Python, JavaScript, Go;experience with Docker & Microservicesnetwork and application securityworking within a PCI DSS environment

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