Incident Engineer

This role is crucial in effectively managing and reducing the impact of incidents across all departments within the company. The successful candidate will have a passion for problem-solving and keen investigative skills allowing them to assist in responding to a wide range of technical and security incidents in a timely manner, ensuring rapid and effective resolutions. With excellent communication skills, you’ll collaborate across teams, translating complex issues into clear insights for diverse audiences. A flexible, 'out of the box' way of thinking will mean you will be able to quickly alleviate any pain points the teams have with your passion for problem-solving and desire to understand “Why?’ and what could be done better! The team is evolving and becoming involved in a wider range of incidents and activities as we focus on building and delivering better, more reliable, services to our customers.

Essential Responsibilities

• Detect, respond, and triage incidents, to determine the scope and potential impact to the customer experience, regulatory compliance, security, and more.
• Active participation in investigation and mitigation activities.
• Facilitate the incident command process: logging, categorization, prioritization, escalation, resolution, and closure.
• Collaborate closely with the team for coordinated and effective incident responses, including strategy contribution, new tooling ideas or improvements, and alignment with broader protocols.
• Able to lead and participate in cross-functional post-incident reviews and root cause analyses for operational improvement.
• Work in 24x7 environment and able to work in shift pattern from 9am – 6pm EET Monday - Friday but it could change according to business needs. Able to be On-call support on the weekend in every 3 weekends for outages and emergent incidents.
• Engage in effective communication with both technical and non-technical stakeholders.
• Utilization and creation of dashboards to improve incident detection, response, and prevention during business hours.

Required Knowledge and Skills

• Experienced in incident management, eager to learn new tools & methods, and contribute ideas of their own to help us innovate and elevate.
• 3 years or above in the IT industry.
• Preferably possesses knowledge of ITIL 4 Foundation.
• A flexible and creative problem solver with integrity.
• Customer-focused, capable of explaining technical concepts to diverse audiences.
• Someone who operates with urgency, especially in operational situations.
• Calm and collaborative under pressure, skilled in team coordination during critical incidents.
• Fluent in English, both spoken and written, with a knack for clear communication
• Familiar in using log analysis platforms like Splunk, Datadog, etc.I-HYBRID