Incident Manager

Responsibilities:

• Deliver daily application support, including system monitoring, troubleshooting, and incident resolution.
• Analyze system issues by understanding application logic, data flow, and business rules, and validate findings with development teams.
• Coordinate with internal teams(Infrastructure, Development, Security) and external vendors to ensure timely resolution and clear communication.
• Support problem management by performing root cause analysis (RCA) for recurring or high-severity incidents.
• Maintain high-quality technical documentation, including:
  • System flow diagrams
  • Troubleshooting guides
  • Application inventories
  • Deployment procedures
  • SOPs
• Participate in application enhancements and new system development, including requirement clarification, design review, and UAT/testing support.
• Perform backend investigations(SQL queries, log analysis, configuration validation) to support issue diagnosis.
• Prepare regular reports covering incident summaries, trends, and recommendations for continuous improvement.
• Provide after-hours / on-call support for major incidents when required.

Mandatory

• Proficiency in English (written and spoken) to communicate with regional teams and vendors.
• Minimum 5 years of experiencein Incident Manager, Application Support, IT Operations, or a similar technical role.
• Solid understanding of application architecture:

· system design concepts

· backend–frontend interaction

· API and integration flows

· database structure and queries

• Basic but solid technical capability, with the ability to understand systems, investigate issues, and collaborate effectively with development teams.
• Strong analytical and troubleshooting skills, able to break down complex issues into understandable components.
• Experience with ITIL processes (Incident, Problem, Change).
• High-quality documentation skills, able to clearly document system flows, troubleshooting steps, and operational procedures.
• Basic experience using SQL and working with application logs.
• Ability to work under pressure and manage communication during critical issues.