Senior Problem Manager/Incident Manager

Summary

Join a leading trading platform as a Senior Problem Manager/Incident Manager and build, implement, and lead the problem management framework. Collaborate with various teams to ensure improvement actions align with company goals. Responsibilities include identifying, analyzing, and resolving problems to prevent recurrence, implementing continuous improvement practices, and conducting root cause analyses. The ideal candidate will have 5+ years of experience in problem and incident management, strong analytical and problem-solving skills, and excellent communication skills. In return, enjoy a competitive salary, work-life harmony, annual performance bonuses, generous time off, employee referral program, comprehensive health & pension benefits, workation opportunities, and volunteer days.

Requirements

• Minimum of 5+ years of proven experience in problem and incident management or a similar role within a technology-driven environment, preferably in the fintech sector (trading)
• Proven knowledge of the ITIL framework, particularly in problem and incident management
• Strong understanding of IT infrastructure, software development life cycles, and service reliability practices
• Excellent analytical and problem-solving skills, capable of conducting complex root cause analysis under tight deadlines
• Strong leadership skills with the ability to manage cross-functional teams
• Excellent communication skills, capable of effectively articulating complex issues and solutions to both technical and non-technical stakeholders
• Experience in managing projects and driving change across multiple teams and departments
• Business level proficiency in English or above (equivalent to B2 or above in CEFR)

Responsibilities

• Build and implement a robust problem management framework, ensuring alignment with industry best practices and organizational objectives
• Own the end-to-end problem management process, including problem detection, analysis, resolution, and documentation
• Identify trends and underlying issues in incidents to prevent future occurrences
• Implement continuous improvement practices to enhance system stability and performance
• Collaborate with the Incident Management, Engineering, SRE, and Product teams to align problem resolution with business objectives
• Lead root cause analysis efforts following incidents to ensure that core issues are identified and effectively addressed
• Maintain comprehensive records of problems, their status, and outcomes
• Report on progress and trends in problem management to stakeholders

Benefits

• Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated
• Work-Life Harmony: Join a company that genuinely cares about you —because your life outside of work matters just as much as your time on the clock
• Annual Performance Bonus: Your hard work doesn’t go unnoticed! Celebrate your achievements with a well-deserved annual bonus tied to your performance
• Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry
• Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team
• Comprehensive Health & Pension Benefits: From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks!
• Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!
• Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community