Incident Manager

Location

Remote | Canada

Job description

Who We Are

We create the kind of products people love and talk about now for 14 years in a row with our ever growing 150+ staff in 5 locations. We create global, both big & small software products for our customers that make a difference. Our colleagues are limit-pushers, passionate people ready to dive in.

We believe the best solutions root from efficient collaborations among passionate professionals in our agile teams. Built on trust, clarity and integrity, we foster a learning culture that inspires everyone to grow, find work personally meaningful, make an impact, and give back to the community.

What we value:

• People - We inspire people to grow professionally and find meaning in an open culture environment. We strongly believe that happy people always make the difference.

• Transparency - We create powerful connections within our community and with our partners. We believe that transparency in business is of utmost importance to garner confidence and the key for meaningful partnerships. At YOPESO, trust, integrity, and transparency are not only principles but the heart of our business.

• Professionalism - We commit to the highest level of professional standards and we always challenge ourselves to build products and solutions, through quality, performant and secure software.

What We Offer

• Competitive remuneration which is in the upper 10% in Romania (according to PWC)

• Remote work

• 24 calendar days per year vacation days; public holidays/free days falling during weekends are not lost, they will still be received by all employees in the following workdays

• Private clinic health services Regina Maria Medical Insurance

• Meal tickets

• Sports/leisure benefit

• Referral bonus scheme

• We work remotely, but working from office has its own benefits like table tennis, tea, coffee, fresh fruits every day, free parking in our central location and a special feast on Fridays

• Team events, online, at the office or outside

• Professional development plan with guidance and mentorship

• Training and development opportunities with allocated budget

• In-house training

• Professional Certifications

• Knowledge sharing context

• Access to e-learning opportunities (LinkedIn Learning)

• Access to national or international conferences, Techtalks

Responsibilities:

• Overseeing the incident management process and team members involved in resolving the incident;
• Responding to a reported service incident, identifying the cause, and initiating the incident management process;
• Prioritizing incidents according to their urgency and influence on the business;
• Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests, and queries;
• Collaborate with other support teams, or product teams as required to resolve requests issues in a timely manner.
• Own, implement and maintain process, procedures and guidelines for incident response, including the coordination with other teams to ensure the efficient and effective resolution of incidents.

Requirements:

In this role, you would preferably have:

• Good communication skills; can handle stakeholders of all levels
• Can be directive if required
• Loves a crisis, incident or other and generally thrive on the situation (get in and fix it)
• Can ask some technical questions but don't need to be able to code, general good sense of technical direction
• Knowledge of working with GDPR, PSD2 or other regulation 
• Excellent at writing and following process documentation/routines - but know that we should always be looking to automate
  

Job tags

Salary