Incident Manager
- القاهرة
- دائم
- دوام كامل
- Incident Coordination
- Lead and coordinate the resolution of high-severity incidents.
- Assemble the right technical teams (e.g., engineers, sysadmins, vendors).
- Ensure a clear command structure and roles during incidents.
- Communication
- Keep stakeholders informed (internal teams, leadership, customers).
- Act as a central point of contact during incidents.
- Provide timely updates and post-incident reports.
- Escalation Management
- Ensure incidents are escalated to appropriate teams promptly.
- Involve senior engineers or third-party vendors if needed.
- Root Cause Analysis & Follow-Up
- Ensure detailed post-incident reviews are conducted (Postmortems or PIRs).
- Track corrective actions and ensure they're implemented.
- Process Improvement
- Improve incident response processes and runbooks.
- Recommend changes to reduce recurrence and response times.
- Monitoring & Readiness
- Monitor incidents and trends to spot recurring issues.
- Ensure on-call coverage and incident playbooks are up-to-date.
- Strong knowledge of ITIL principles, especially Incident, Problem, and Change Management.
- Good grasp of IT infrastructure, cloud platforms, networking, and application architecture to engage effectively with technical teams.
- Experience with tools like Datadog, Prometheus, Splunk, New Relic, or equivalent for real-time monitoring and incident detection.
- Proficiency in using platforms like PagerDuty, Opsgenie, ServiceNow, Jira, or similar for incident tracking and on-call management.
- Ability to lead post-incident reviews and document technical findings in clear, actionable reports.
- Experience creating and maintaining response playbooks and operational runbooks.
- Strong verbal and written communication skills for coordinating cross-functional teams and delivering updates to stakeholders.
- Ability to make sound, time-critical decisions under pressure during high-impact incidents.
- Competence in identifying incident patterns, performing trend analysis, and implementing process improvements.
- Knowledge of escalation protocols and experience coordinating with external service providers or vendors.
- Excellent written and oral English communication skills to successfully engage with customers and colleagues.
- Bachelor's degree in IT plus 5+ years of relevant industry experience.
- Opportunity to work for a dynamic international company with a flat hierarchical structure, where your voice matters and your impact is seen.
- The company will contribute up to EUR 25 per month towards staff perks
- A company bonus scheme applicable as per bonus scheme rules
- EUR equivalent salaries paid in EGP