Incident/Problem Manager

Space is Looking for Incident/Problem Manager

Who are we looking for:

  • The Incident/Problem Manager is responsible for documenting, analyzing, and registering incident/system incident/problem solving path and reporting on it.

    Incident/ Problem Manager will be accountable for complete and detailed information about incident resolution and recurring identical incidents well as for their proper prioritization and solving.


  • Be accountable for ensuring that the necessary fields for incidents on the portal are completely filled-in and corrected.
  • Be responsible for reviewing, analyzing, and evaluating business systems incidents.
  • Collaborate and communicate daily with cross-functional product development teams regarding solutions and reduction of system incidents.
  • Be the single point of contact, both internally and externally, for the service provision of the (major) incident management.
  • Be accountable for ensuring that the major incident process is highly effective and delivers restoration of normal service operation while minimizing risk exposure throughout the whole incident life cycle.
  • Manage internal and external relationships that govern the incident management process end-to-end in a multi-provider environment with internal and external service delivery teams.
  • Continuously analyzes process to determine gaps (possible automations) and identifies solutions to close said gaps and make automations.
  • Manage system incidents and act as an escalation point to ensure timely resolution of incidents within expectations and SLAs.
  • End-to-end communication during incidents, take part in escalations, investigation, and resolution of incidents, ensure update of all involved parties and stakeholders.
  • Ensuring that all IT teams (internal and external) follow the incident management process for every incident.
  • Document post-incident recovery steps to establish root cause, aid in process improvements, identify deviations, and enable creation of a knowledge base.
  • Maintain incident logs and process incident reports for review with upper management, providing consolidated production incident metrics.
  • Measure and monitor incident/system incident/problem solving progress and find issues, if any.
  • Weekly reporting on incidents, system incidents, their causes and resolutions.
  • Weekly reporting on registered Problems, their causes and possible ways/dates to resolve them

What we are looking for:

  • Technological education
  • Technological awareness
  • Ability to coordinate multiple teams to ensure problems are completed in time with the release schedule.
  • Previous experience with Incident and Major Incident Management in a large enterprise environment.
  • Working knowledge of ITIL processes and procedures (an ITIL certificate is a plus).
  • Analytical and problem-solving abilities and detailed research skills.
  • Advanced communication skills, both written and verbal, Georgian, English and Russian
  • Problem-solving
  • Leadership skills
  • Takes care of his/her professional development
How to get in touch with us?
  • Just send us your Resume to:, by indicating the title of the vacancy in subject line. If you are good match, we will contact you as soon as possible.

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