Incident Manager (SaaS, Remote/International)

Job summary

The Incident Manager is responsible for overseeing the end-to-end management of incidents within a SaaS environment, ensuring effective resolution and communication during critical situations. This role involves collaboration across international teams and a focus on continuous improvement through learning from incidents.

Qualifications

• Over 5 years of experience in incident management, support, or a related field.
• Background in SaaS, IT services, or preferably in pensions/financial services.
• Strong understanding of ITIL or similar frameworks and incident management processes.

Responsibilities

• Lead and manage incidents from identification through to resolution.
• Coordinate major incidents, ensuring effective communication and decision-making.
• Serve as the primary contact for customers and internal stakeholders during incidents.
• Maintain clear and structured communication throughout the incident lifecycle.
• Conduct root cause analysis and implement follow-up actions to prevent future incidents.
• Monitor incident trends and identify opportunities for stability and performance improvements.
• Ensure compliance with service level agreements (SLAs) and maintain high service quality.

Skills

• Ability to lead under pressure and make timely decisions.
• Excellent communication skills, capable of translating technical issues into understandable terms.
• Proactive, structured, and accountable approach to incident management.

Education

• Relevant educational background in IT or related fields is preferred.

Tools

• Familiarity with incident management tools and IT service management software is advantageous.